Call Center Glossaries
Need assistance defining a call center term or acronym? Our call center glossary and VoIP dictionary are packed with useful resources and articles to help you decode your business’s telecommunications
A Predictive Dialer is an automated dialing system used in call centers to boost productivity. By predicting agent availability and dialing multiple numbers simultaneously, it ensures higher connection rates, reduces downtime, and allows agents to focus on engaging with customers instead of manually dialing numbers.
Porting a phone number is the process of transferring an existing number from one carrier to another. It enables individuals and businesses to retain their current number while enjoying the benefits of a new provider, such as better service or cost savings.
Personalized customer service tailors interactions based on individual customer needs and preferences. It enhances customer satisfaction by making each interaction more relevant and valuable, leading to stronger relationships and improved business outcomes.
PBX VoIP combines the functionality of a Private Branch Exchange (PBX) with Voice over Internet Protocol (VoIP) technology, offering businesses an efficient and cost-effective communication solution. It streamlines internal and external communications, reduces operational costs, and supports scalability while offering
A PBX (Private Branch Exchange) phone system is a business telephone system that manages internal and external communication through a centralized switchboard. It provides a range of essential features, including call routing, voicemail, automated attendants, and conference calling, improving overall communication effi
A PBX (Private Branch Exchange) line is a telephone system that connects internal phone lines within an organization to external phone networks. It is a crucial component for businesses, allowing them to manage and route calls effectively. PBX systems can be traditional, VoIP-based, or cloud-based, providing scalabilit
Outsourcing customer service is a strategic solution where businesses contract third-party service providers to handle customer support. This approach can lead to significant savings in overhead costs while improving operational efficiency. By leveraging outsourced customer service teams, companies can focus on their c
Outbound call center software is designed to manage and optimize outbound calling campaigns for businesses. It automates dialing, integrates with CRM systems, and enhances agent efficiency. Outbound call center software helps companies streamline sales efforts, improve customer interactions, and drive productivity by l
An outbound call is a phone call made by a call center agent to a customer, prospect, or lead. These calls are made to follow up on inquiries, generate sales, conduct surveys, or maintain customer relationships. Outbound calls play a significant role in proactive customer engagement and are often automated for efficien
Online call center software is a cloud-based solution for managing customer interactions efficiently across various communication channels. It integrates with CRM systems, offers real-time analytics, and provides features like ACD, IVR, and call recording. This software boosts operational efficiency, reduces costs, and
A missed call occurs when an incoming call is not answered due to busy lines, dropped connections, or system failures. In call centers, missed calls can lead to lost opportunities and decreased customer satisfaction. Solutions like call forwarding, IVR, and voicemail help reduce missed calls and improve efficiency.
Measuring Customer Satisfaction is an essential yet challenging aspect of any business. It requires understanding how customers perceive the products, services, and experiences they have with a company. Various metrics and methods are used to quantify customer satisfaction, including Customer Satisfaction Score (CSAT),
A QA Program (Quality Assurance Program) is a systematic framework designed to monitor, evaluate, and enhance the quality of interactions between customer service agents and clients. Typically employed in call centers and customer support environments, a QA program ensures consistency, compliance, and excellence in ser
Team Selling refers to a sales strategy where colleagues from the same or different departments collaborate to help an agent close a deal. This approach leverages the collective expertise, skills, and resources of a team to address complex customer needs, overcome objections, and deliver personalized solutions.
A Hosted Contact Center is a cloud-based customer service platform that enables businesses to manage inbound and outbound interactions across multiple communication channels, such as phone, email, chat, and social media. Unlike traditional on-premises contact centers, hosted solutions are maintained and operated by thi
A Digital PBX (Private Branch Exchange) is a telephony system that manages and routes calls within an organization and between external networks using digital technology. Unlike traditional analog PBX systems, Digital PBX systems operate over IP networks, offering advanced features, scalability, and cost efficiency.
A dialer is a software tool or system used in call centers to automate the process of dialing phone numbers. Dialers connect agents to customers more efficiently by reducing manual dialing time, ensuring higher productivity, and improving customer engagement.
Business Call Recording is an essential tool for organizations to capture and store phone conversations for purposes such as compliance, quality assurance, and training. Discover how it works, its benefits, and best practices for using it effectively in your industry.
A Blocked List Number is a phone number restricted from contacting a specific system or line, often to avoid spam, fraud, or harassment. Businesses and individuals use blocked lists to maintain privacy and prevent interruptions. This system ensures smooth communication by filtering out unwanted calls efficiently.
Automatic Call Distribution (ACD) is a system used in call centers to route inbound calls to the appropriate agent or department. It helps streamline operations, improve customer service, and minimize wait times by automatically directing calls based on set parameters, such as agent availability and skill set.
Automated customer service leverages technology like AI, chatbots, and automated systems to handle routine inquiries and requests from customers. By reducing human intervention, it helps businesses offer quick, efficient, and 24/7 support, enhancing the customer experience while freeing up agents for more complex issue
Automated Call Distributor (ACD) is a telephony system that directs incoming calls to specific agents or departments based on pre-programmed rules. It improves call management by reducing wait times, improving efficiency, and ensuring customers are connected to the right personnel based on their needs.
Auto Attendant Software is a call management system that automates call routing, greeting customers, and directing them to the right department or extension. It reduces wait times, improves customer experience, and enhances overall efficiency by handling routine call tasks without needing a live agent.
After-Call Work (ACW) involves the administrative tasks agents complete after a call, such as updating CRM records, logging call details, and scheduling follow-ups. Streamlining ACW can reduce agent workload, improve data accuracy, and increase overall call center efficiency.
Automatic Call Distribution (ACD) is a call center system that efficiently routes incoming calls to the right agents or departments based on company-defined rules. ACD reduces wait times, prioritizes calls, and improves operational efficiency, ensuring a better customer experience and resource manag
Abandonment Rate is a call center KPI that measures the percentage of inbound calls disconnected by customers before reaching an agent. It highlights issues like long wait times, poor call routing, or understaffing. A high abandonment rate can impact customer satisfaction and operational efficiency.
A Power Dialer is an automated dialing system used in call centers that improves productivity by automatically dialing phone numbers from a list and connecting agents only to answered calls. This minimizes agent idle time, enhances efficiency, and increases contact rates for outbound calling campaigns.
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