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Glossary |
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Call Center. - An operation with two or more persons handling incoming or outgoing calls. Call centers may be help desks, customer service centers, catalog sales centers, reservations centers, or telemarketing/collections operations. Call/Contact Blending - The process of combining the flow of inbound/outbound calls and other contacts such as email or web transactions to a set of agents. Contact blending can be accomplished manually or by means of automated systems that route the contacts to the agents capable of handling them. Callback Messaging. - A feature in which callers on hold can leave an oral message or their telephone numbers using the keys of a touchtone telephone pad for later callback from an agent instead of remaining on hold. Caller ID - A telephone network feature of the local telephone company by which the telephone number of the caller is passed to the called party. Central Office. - A synonym for switching center also referred to as a telephone exchange. Completed Call/Contact. - A contact that is handled to completion by an agent, or in an outbound dialing scenario, a contact that has been through maximum recycle attempts. Conditional Routing. - The capability of the ACD to route calls or contacts on an "if…then" basis. Routing conditions can include day of week, time of day, agent availability, type of call, service needed, etc. Contact Management. - Software applications and systems that keep track of all customer contacts for subsequent contacts and as an audit trail. CRM. - Customer Relationship Management. The strategy of identifying customer needs, improving customer interactions, and customizing contacts, sales approaches, and automation to provide optimum service to each type of customer to maximize the bottom line benefits to the organization. Cross-Selling. - The technique used by telephone representatives to sell an additional product or service while engaged in a customer contact. CTI (Computer Telephony Integration). - The linking of the computer in the ACD system to the computer which houses the company's database to permit faster and more efficient handling of calls. Screen pop is a function of CTI which can direct the data screen of the calling person's account to the terminal of the agent as the call is being routed there, saving the agent from having to identify the caller's account number, key it in, and wait for computer response. Also permits transfer of data screens to a second agent when a call is transferred and many other capabilities impossible with only one or the other system independently. Customer Service Representative. - A teleservice representative who handles customer calls and contacts including account inquiries, complaints, or support calls. |
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