Call Centers Key Terms

Know the lingo of call center operations

A call center is a type of centralized location used for transmitting and receiving a large number of requests by telephone to administer some type of information inquires or product support or information from consumers.

Calls are often divided into inbound and outbound. Inbound calls are those calls that are made by the customer of consumer to ask for help or obtain information, whereas outbound calls occur when agents call potential customers usually to sell or service consumers. This is usually a high tech operation and in order to understand how to effectively administer this type of program, it is important to know the key terms used when operating this type of service business.

 

Automatic Call Distributor (ACD)

This term refers to the specialized telephone system that is utilized for inbound call centers. This system is a programmable type of device that has the capacity to answer calls automatically, place the calls in a queues, distribute the calls to agents and is able to give historical and real time reports on these types of activities.
Try: Database Systems Plaza is a great source for information on call centers, including definitions of call center functions and equipment such as automatic call center distributors.

Call monitoring

Call monitoring is the process of listening in on agents' telephone calls to assure that customer service is done is a quality fashion. Monitoring can be done without the agent knowing or recorded and then reviewed at a later time.
Try: Call monitoring of many types are explained in detail at CallCenterComics.com.

Queue

A queue reflects the number of calls which are waiting to be answered. The calls are assigned, on a first come basis, to available agents. The calls in the queue are in an arranged order for answering by an agent. The queue can also refer to the group of agents that is available to answer the incoming calls.
Try: Informiam has a huge glossary of all call center terms including what a queue is. It is a great reference source for any business considering operating a call center.

Service level

Service level reflects the percentage of calls that are incoming and that are answered in a defined time limitspecified by the call center organization. This is a great tool for assuring proper staffing based on call volume.
Try: Service levels are extremely important in monitoring call level performance. Tech Target has complete information on service levels and how to utilize them effectively for call center operations.

Virtual call center

Virtual call centers are call centers where customer service agents are geographically. These groups of agents or use the Internet to handle calls or questions for the call center organization.
Try: TMCnet.com not only supplies virtual call center services, but has a plethora of call center information pertaining to virtual types of centers.

Abandoned calls

Abandoned calls are those calls accepted in to call management system but where the caller hung up prior to being answered by an agent or routed to another agent.
Try: There are a number of things that influence the abandoned call rates including staffing issues, equipment failure and agent motivation. These issues are explained on the ICMI website and help call center organizations reduce the number of abandoned calls through a variety of ways.

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