Call Center Glossary - Terminology & Vocabulary - Global ResponseHere are some key considerations to keep in mind when opening a brand new contact centre. The first thing you should do is identify the reason why you are opening a new contact centre, specifically focusing on your purpose and objectives. It can also help to look at what channels your customers are using and where you need to be to align with their needs. If you are planning to move from existing premises, opening up a new contact centre can also be an opportunity to reconsider your business strategy. For example, reassessing any offshore or outsourcing contracts. You also need to determine how big your contact centre needs to be for your business to be successful.
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The Call Center Glossary
You are currently using the site but have requested a page in the site. Would you like to change to the site? For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. With the latest edition of Call Centers For Dummies , managers will have an improved arsenal of techniques to boost their center's bottom line.
A call center is a centralized department to which phone calls from current and potential customers are directed. Call centers are used by online merchants, telemarketing companies, computer product help desks , mail-order organizations, polling services, charities and any large organization that uses the telephone to sell and provide products or services or enhance the customer experience. Typically, an inbound call center handles a considerable volume of calls at the same time, screens and forwards calls to someone qualified to handle them and logs calls. An interactive voice response IVR system will answer calls and utilize speech recognition technology to either address customer queries with an automated message or route calls to the appropriate call center agents or recipients via an automated call distributor. Agents in an inbound call center may handle calls from current or potential customers regarding accounts management, scheduling, technical support, complaints, queries about products or services, or intent to purchase from the company. In an outbound call center , an agent makes calls on behalf of the company or client for tasks, including lead generation , telemarketing, customer retention, fundraising, surveying, collecting debts or scheduling appointments. To maximize efficiencies, calls are usually made with an automated dialer and then transferred to an available agent via an IVR system once a connection with a person has been made.
Abandoned After Threshold A key performance indicator KPI measuring number of calls disconnected after waiting in queue beyond a previously established time threshold. It is important to measure versus calls where immediate customer hang-ups do not reflect an adequate opportunity for performance. Abandoned Before Threshold A key performance indicator KPI measuring number of calls disconnected before reaching a previously established time threshold. Abandonment Rate The percentage of callers who hang up before a Brand Specialist answers, or before they make a selection in an interactive voice response IVR unit. The inverse of answer rate. Activity Codes Codes that indicate the state of a Brand Specialist that are usually initiated by the Brand Specialist. Adherence Also known as compliance, adherence measures the ability of a Brand Specialist to stay committed to his or her schedule.