|
Glossary |
|
Pacing Algorithm - A set of instructions used by an automated outbound dialer to determine when to initiate a call attempt. System can speed up the dialing speed when too many idle agents are detected, or slow down the pace if too many live answers are unable to be matched up with a live agent. PBX. Private branch exchange. - A private telephone exchange located on the user's premises and connected to the public network via trunks. (Sometimes called PABX where the A stands for "automatic.") Peak Traffic - The highest volume load of traffic offered to a telecommunications system. Percent Allocation. - A contact routing strategy used by multi-site call center operations. Contacts in the network are routed to various sites based on user-defined percentages. Predictive Dialer - A device used to automate the method of making outbound calls and directing them to an agent when a live person answers. Predictive dialing screens out other responses such as answering machines, busy signals or operator intercepts and records the results. Using mathematical algorithms, the dialer takes into account the number of available agents, the number of lines, talk time and the probability of call results to determine how many calls need to be made to increase agent productivity. Example applications of predictive dialing include collections and telemarketing. Predictive Hang-Up. - A call attempt initiated at a time when no agent will be available if a call is connected. The call attempt is aborted during the progress and before the customer answers. Preview Dialer. - A device that presents the account information and phone number on the screen to allow the agent to "preview" the information before instructing the dialer to dial (or not dial) the call. Progressive Dialer. - A device that presents the account information and phone number on the screen after the number is dialed. This dialer is more automated than a preview dialer but less automated than a predictive dialer. PSN (Public Switched Network). - The public telephone network which provides the capability of connecting any two telephones. |
|
About Us |
|
Careers |