THREE WORDS ABBREVIATION

Average Delay to Abandon or Average Time to Abandon(ADB TO ATB) – Average time callers are held in queue before disconnecting without an agent answering.

 

Automatic Call Back (ACB)– A scheduling feature in software that automatically queues a call back to a number that does not answer.

 

Automatic Call Distribution(ACD) - The device routes incoming calls to free agents in the contact centre. The ACD works with Computer Telephony Integration (CTI) and Interactive Voice Response (IVR) so that intelligent routing takes place and inbound calls are transferred  to an appropriate agent with the right skill set or dealing with that particular campaign, etc.

 

Automatic Call Sequencer (ACS) – A device for handling incoming calls by answering the call with a message and putting them on hold, then signaling agents that a call is waiting.

 

 After Call Work(ACW) - (See also "Wrap Up Time")-A period of time immediately after contact with the customer is completed and any supplementary work is undertaken by the Agent, in relation to that 

interaction.

 

Abandon Call Rate(ACR)

Its the number of calls that are abandoned by the caller before being answered by the business, usually quoted as a % of total calls received

 

Average handle time(AHT) - Average handle time (AHT) is a  metric for the average duration of one transaction, typically measured from the customer's initiation of the call and including any hold time, talk time and related tasks that follow the transaction.

 

ALI-Analogue Link Interface

 

Automatic Number Identification(ANI)-A feature of the telephony network to capture a callers identifying telephony number. - Known in the UK as Calling Line Identity (CLI).

 

Application Programmers Interface(API) -A software specification encompassing instructions and information to enable the writing of applications which are independent of the equipment they are being used with.

 

Average Speed Of Answer (ASA)-The average time (typically in seconds) for calls to be answered in the call centre. This needs to be treated carefully since it deals with the arithmetic mean. For example if 9 calls were answered immediately and at a very busy period one call waited for 10 minutes to be answered - it would treat the average speed of answer at one minute - even though 90% of calls were answered immediately.

 

 Application Service Provider(ASP)  - a business that provides computer-based services to  customers over a network.

 

Active Server Pages - a server-side script engine by Microsoft.

 

Automated Speech Recognition(ASR)-A solution to automate some or all parts of a customer call. It allows the caller to interact with your call centre, using their natural language, without the involvement of an Agent. Speech recognition can be applied to some or even all parts of a call, particularly where the information that you collect is in a standard form.

 

All trunks busy(ATB): This is a situation that occurs when a call is received by a trunk group but due to the level of telephone traffic, the trunk group cannot route the call to an employee.

 

Asynchronous Transfer Mode(ATM)-A transmission and switching technique capable of supporting voice, video and data (multimedia) communications. It is unique in that each piece of information is addressed and is of the same length. This allows very high-speed communications

 

Auxiliary Work State(AWS)– A work state other than actively handling calls, to process paperwork or emails.

 

American Teleservices Association(ATA) .-Auto dialer, Autodialler, or Automatic Calling Unit (ACU) – Software to automatically dial telephone numbers.  Autodialers can use predictive dialing algorithms to detect whether an answering machine or a human voice answers the call.  Autodialers can leave voice messages (see Broadcast Messaging / Robocall) or data (like SMS messages) with the called party.  Autodialers are important to outbound  campaigns, like outbound telemarketing.

 

Advanced Connectivity Interface(ACI)

 

B2B (Business to Business)-B2B is a short version of Business to Business. In effect it generally involves one company trying to do business to another company- for example Dell selling to ICI. It could just as easy be shortened to Business - so "B2B Sales" could become "Business Sales"

 

B2C (Business to Consumer)-B2C is a short version of Business to Consumer. In effect it generally involves one company trying to do business to the general public. It could just as easy be shortened to just "Consumer - so "B2C Sales" could become "Consumer Sales"

 

Class of service     Class of service defines the telephone facilities available to extension users.

 

Customer Service Representative (CSR)– The person that handles calls in a contact center.

Basic Rate Interface(BRI)-Access to the ISDN service at 144Kbps provided as two B data channels of 64Kbps and one D control channel of 16Kbps (2B+D).

 

Business Process Outsourcing (BPO)-Taking a business task and getting another company to deliver it. This term is typically used to mean moving call centres and other business functions to India and other lower cost countries.

 

Caller Line Identity (CLI)- Inbound calls use CLI to identify the caller and if this information is used with their database, a screen pop appears on the Agents screen giving further, relevant information on the caller. Outbound calls made from the contact centre should display their CLI to allow customers to see who is calling.

 

Customer Premise Equipment(CPE)- any terminal and associated equipment located at a subscriber's premises and connected with a carrier's telecommunication channel(s) at the demarcation point (the point at which the telephone company network ends and connects with the wiring at the customer premises).

 

Cent Call Seconds(CCS) A unit of traffic intensity equal to the average number of calls per hour assuming a mean holding time of 100 seconds. Therefore, 36 CCS are equivalent to 1 erlang. Also known as Hundred Call Seconds (HCS).

 

Caller Display Service(CDS) BT's method of delivering calling line identity into the home and small businesses.

 

Call Information Logging(CIL) Automatic recording of telephone calls made on a PBX system with details of call (e.g. date, time, extension number, and duration), for use in call accounting or billing.

 

call back messaging(CBM)- Callback messaging, in a  context, is a service that allows callers to leave a message (usually personal contact information, either spoken or through the number pad) so that an agent can call them back and they retain their place in the queue.

 

Custmer care agent(CCA)- A  agent is the person who handles incoming or outgoing customer calls for a business.

 

Call Centre Manager(CCM)-The person responsible for the management of the budget, operation and business performance of the call centre

 

chief customer officer(CCO)- A chief customer officer, or customer experience officer, is generally responsible for customer research, communicating with company employees and taking charge of customer experience metrics.

 

Customer Experience Management(CEM)-The appliance of an over-riding theme, company ethos or approach, irrespective of the means of contact.

 

Call Handling Analysis(CHA)-An approach to monitor the effectiveness and quality of the handling of calls by the Agents.

 

 Calling Line Identity(CLI)-A telephone technology that displays the number where customer is calling from. This number can be used by CTI software to match up to a computer record for that caller.

 

cross-media queuing(CMQ)- Cross-media queuing is a  technology that enables all incoming queries to be received and routed in the same way, whether a query comes in the form of a phone call, e-mail message, instant message, Web site submission, fax or interactive voice response (IVR) message.

 

Computer Telephony Integration(CTI)-The ability to automatically combine voice and data (PC or legacy application) at the Agent desktop. Also known as screen pop, when a customers details appear automatically on an Agent screen when the call is answered.

 

Customer Service Agent(CSA)-A person employed in a call centre to answer the phone. Another name for this is Agent or Advisor. Care should be taken using this term as it also can be used as

Customer Service Representative(CSR)-A person employed in a call centre to answer the phone. Another name for this is Agent or Advisor. Care should be taken using this term as it also can be used as

Corporate Social Responsibility (CSR)-This term is widespread in business and means "The ethics of a company" e.g. do they pollute the environment etc. It is also confused with CSR describing and agent in the call centre.

 

Computer Telephony Integration (CTI)-A method of connecting your telephone system to your database. Most commonly this will allow you to pop your callers details up on to the agent's screen when the call connects (Screen Pop). CTI can be used for a variety of applications such as call routing. Despite huge business advantages is often requires quite complex integration and its deployment has been limited.

Customer Relationship Management (CRM)-A widely abused term that is about developing better relationships with customers. It has widely been high jacked by suppliers to mean a customer database, most frequently one that combines all customer data onto one database, giving a single view of the customer.

Customer Information System(CIS) Often referred to as CRM – Any operation (a help desks, customer service center, sales center, reservation centers, or telemarketing/collections operation) with two or more agents.

 

Common Air interface (CAI)-An interface for CT2 digital cordless communications, developed in the UK and adopted by the DTI and as a European standard. CAI allows the interworking of CT2 handsets and base stations from different vendors.

 

Channel Associated Signalling(CAS)-A transmission protocol in which data for each channel is passed in specific time-slots.

 

Computer Assisted Telephony(CAT)

 

Common Channel Signalling(CCS)-The use of a dedicated channel for the transfer of signalling information relating to a number of other channels.

 

Computer Integrated Telephony(CIT)

 

Calling Line Identification(CLI)-Information passed through the public or private telephone network which provides an indication of the calling party's telephone number to the PBX and which can be displayed at any system specific display terminal on Realitis DX.

 

Customer Service Agent(CSA)

 

Direct Dial Inwards(DDI) - This is a telephone number that can be accessed from the public telephone network.

 

Document Management System(DMS)-Many Call Centres handle large amounts of incoming mail, which is opened and scanned by DMS for electronic distribution as part of a workflow process for managing correspondence.

 

European Telecommunications Standard(ETS) -A standard published by ETSI. N.B. I-ETS is an Interim European Telecoms Standard.

 

Do Not Disturb(DND)-Dongle     A software protection device.

 

Direct Station Select(DSS)-A button on a terminal which can be used to directly dial a person or extension associated with that button.

 

Direct Inward Dialing (DID or DDI) – A DID is a local telephone number that connects an extension or a single line on a phone system.

 

Do Not Call (DNC) List – List of telephone numbers on the U.S. National Do Not Call Registry.

 

National Do Not Call (DNC) Registry – List of U.S. residential/consumer telephone numbers that have requested not to receive telemarketing calls from businesses.  The registry does not apply to business telephone numbers, political organizations, non-profits, survey companies, bill collectors or companies with which the consumer has an existing relationship.

 

Digital Access Signalling System( DASS)-A UK-only public network standard developed by BT and its suppliers. Current version is DASS2

 

Delta Channel Controller(DCC)-A device to control the internal Realitis DX/iSDX CCS highway.

 

Direct Dial Inwards(DDI)-Enables the Realitis DX to receive dialled numbers directly from the trunk interface.

 

Digital Link Interface(DLI)-A digital trunk interface on Realitis DX supporting signalling protocols such as DPNSS, DASS2 and ISDN primary rate.

Electromagnetic Compatibility(EMC)-A measure of a system's ability to operate without its efficiency being impaired by interference from other systems, and without affecting the operation of other systems.

English Only Policy(EOP)

Enterprise Resource Planning (ERP) – ERP systems integrate internal and external management information across all functional areas of an organization, including finance, accounting, manufacturing, sales and service, customer relationship management, , etc. ERP systems use an integrated software application to facilitate the flow of information between all business functions inside and outside of the organization.

 

Full Time Equivalent(FTE) - a way to measure a worker's involvement in a project. An FTE of 1.0 means that the person is equivalent to a full-time worker, while an FTE of 0.5 signals that the worker is only half-time.

File Transfer Protocol(FTP)-Simple message based protocol used to exchange file information between UNIX-based computer systems.

Fax On Demand(FOD) – Callers can request documents or information through use of a touch-tone telephone pad, and documents are faxed to numbers indicated by caller.

 

Full-Time Equivalent (FTE) – The full-time hours and days of one person (equals the number of total scheduled person hours divided by the number of hours per week for one person).

 

First Contact Resolution(FCR)-Exactly that. Making sure that callers receive an appropriate answer first time, every time. Reduces the expense of additional enquiry handling and can contribute significantly to increased sales and customer satisfaction.

 

First Contact Resolution(FCR)-Exactly that. Making sure that callers receive an appropriate answer first time, every time. Reduces the expense of additional enquiry handling and can contribute significantly to increased sales and customer satisfaction.

 

First Time Resolution(FTR)-Exactly that. Making sure that callers receive an appropriate answer first time, every time. Reduces the expense of additional enquiry handling and can contribute significantly to increased sales and customer satisfaction.

 

fast clear down(FCD) - A fast clear down is a  term for a caller who hangs up upon hearing a delay notice.

 

first call resolution(FCR) -  First call resolution is properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call.

 

Hosted Contact Center or Hosted(HCC)  – Communications as a service offered for inbound, outbound or blended s.  Hosted services use cloud computing technology over the internet.

 

Intelligent Call Router(ICR)-The brand name for a specific intelligent telecommunications network service that takes real time information from the ACD’s in the Call Centres, to provide details on queuing and agent availability across a virtual call centre network.

Internet Service Provider(ISP) - a company which primarily offers their customers access to the Internet using dial-up or other means of data telecommunication.

 

Interactive voice response(IVR) – platforms which are upfront menu options to direct call types to the most appropriate business verticals, and can also be specific information messages at the beginning, during or end of a call cycle

 

Intra Day Statistics(IDS)-Reports that provide details of what is happening in the Call Centre at particular times of the day – often broken down into thirty minute periods.

 

incremental value analysis(IVA) - Incremental Revenue (Value) Analysis is a process used to calculate the value of each agent in a .

issue tracking system(ITS) - An issue tracking system  is a software application that allows an enterprise to record and follow the progress of every problem or "issue" that a computer system user identifies until the problem is resolved.

International Standards Organisation(ISO)-Technical agency of the United Nations concerned with international standardisation in a broad range of industries.

International Telecoms Union(ITU)-Telecoms agency of the United Nations concerned with international standardisation in a broad range of industries.

Interactive Voice Response(IVR)-Systems which enable callers to conduct transactions, store or retrieve information. The interface may be by voice recognition and/or DTMF.

IPX/SPX     Protocol used by Novell Netware

Inter Shelf Bus(ISB)-The ISB carries control signals within Realitis DX.

Interactive Voice Response (IVR) or Auto-Attendant – A system that automates retrieval and processing of information.  Callers choose from a menu of options using a touchtone (Dual Tone Multi-Frequency) or voice recognition telephone interface.  IVRs use pre-recorded voice menus and prompts. A Hosted IVR is an IVR system hosted by an outsourced service provider.

Knowledge Management System (KMS)-A desktop application that Agents use as source of information to provide the answers to customer enquiries. As the range of enquiries that an agent may have to handle is large, or the responses may change regularly, then the Knowledge Management System acts as a single source of content for the centre to use.

 Key Performance Indicator(KPI)-A (percentage) measure of (work) volume versus success criteria, by which the relative performance of a work unit is measured.

Local Area Network(LAN)-A network designed to provide facilities for user communications within a defined building or plant and which does not necessarily use public service facilities or standards.

 Longest delay in queue (LDQ) is the longest time period that a customer in a queue waits before either connecting with an agent or hanging up (which is known as a fast clear down).

LAN (Local Area Network)-A network located in one building that links terminals, PCs and common equipment e.g. printers to that computers can share information and applications.

 

Main Distribution Frame(MDF)-A wiring arrangement that connects outside lines on one side and internal lines from exchange equipment on the other.

Management Information System(MIS)-The software and hardware required to manage the ACD operation. The MIS for Realitis ACD is Callscan. Callscan provides a number of real time, sophisticated displays, giving 'real time' information required to manage the ACD operation or call centre effectively. The MIS also stores call records to provide historical data in report form.

Multi-lingual Agents(MLA)-Agents that are skilled in handling calls in more than one language.

Multiline group working(MGW) -Each terminal can be a member of only one multiline group.All the terminals in that group must have the same key and lamp layout.

Man Machine Interface(MMI)-Any procedure which allows a human operator to access and operate a system.

Next Available Agent(NAA) -  Routing the first contact in queue to the first available agent, or the agent idle the longest, to maintain an equitable workload among agents.

Network Management System(NMS)-A system which monitors networked PBXs or keysystems and provides the network manager with information on traffic levels and congestion, fault management and call accounting.

One and Done(OAD)-The ability for the customer transaction to be completed by the Agent in a single call.

Open communications architecture(OCA)-Siemens's strategy for the future, providing a framework for existing and future Siemens Telecommunications products. OCA frees the customer from the constraints of proprietary architectures and, by harnessing the power of technology, unlocks the full potential of telecommunications.

Open Systems Interconnection(OSI)-ISO's reference model for a seven-layer network architecture used for the definition of network protocol standards

Public Telecommunications Operator(PTO)-An organisation licensed to run a public telecommunications system.

Postal, Telegraph and Telephone Organisation(PTT)-A government department responsible for and with authority over postal, telegraph and telephone operations.

Peripheral Component Interconnect(PCI) - a computer bus for attaching peripheral devices to a computer motherboard.

 

Printed Wired Assembly(PWA)-Pacing Algorithm – Rules for an automated outbound dialer to determine when to initiate a call, which speeds up or slows down dialing depending on the number of available agents.

Private Branch Exchange(PBX)-A telephone system where incoming calls are mainly answered by an attendant who offers those calls to the required extension. (May also be called PABX).

Primary Rate Interface(PRI)-Access to the ISDN service at 2.048Mbps in Europe (known as 30B+D) and 1.544Mbps in the US, Japan and Canada (known as 23B+D).Private circuits     Dedicated telecommunications links between nodes.

Predictive Hang-Up(PHU) – Aborts a call attempt when no agent will be available before the customer answers.

 

Recorded Announcement(RAN)- An option which plays a recorded announcement for callers waiting for an available agent. An example would be when a caller is waiting and hears 'Your call is important to us. Please remain on the line, and your call will be answered by the next available agent'. A call can only get one First RAN treatment and one peg against the 1ST RAN amount. Each time that a call receives second RAN treatment, it is pegged against 2ND RAN amount. The 1ST RAN and 2ND RAN peg counts do not necessarily equal the Accepted Calls peg counts for an ACD queue. It is possible for a caller to hear RAN both before and after a transfer. In this case, the Accepted Calls count would tally only one call while there are two RAN peg count increases.

 

Ring no reply(RNR)

 

Random Call Arrivals(RCA) – The way calls normally arrive in an inbound .

 

Real-Time Adherence(RTA) – Measures how closely agents meet their planned work schedule using real-time statistics from the ACD and comparing them to an agent’s schedule.

 

Real Time Monitoring(RTM)This is monitoring of Agent performance as it happens. Real time monitoring will display the stage of a call – talk time, wrap time, etc. It also displays length of call, calls abandoned, calls waiting, Agents available, etc.

 

Request For Proposal(RFP)- an invitation for suppliers, often through a bidding process, to submit a proposal on a specific commodity or service.

 

Return On Investment(ROI)- the ratio of money gained or lost (realized or unrealized) on an investment relative to the amount of money invested.

 

Right Party Connect(RPC)- The party or person who is the nominated decision maker in the relationship with your business whom you have called and have spoken to.

 

Service Providers Interface(SPI)

 

Structured Query Language(SQL)-Database language invented by IBM and used for creating, maintaining and viewing database

 

Short code dialling (SCD)-The ability to make calls from a predetermined list by using a simple abbreviated instruction.

 

Skill-Based Routing(SBR) – Dialer rules to route inbound calls to the agent best able to meet that caller’s needs, rather than the first available or longest idle agent.

 

skill-based routing(SBR)- is a component of automatic call distributor (ACD) systems that filters and directs incoming inquiries to  agents with the most applicable skill sets.

 

Web self-service(WSS)- Web self-service is a type of electronic support (e-support) that allows customers and employees to access information and perform routine tasks over the Internet, without requiring any interaction with a representative of an enterprise.

 

Screen Based Console(SBC)-The computer based Realitis DX attendant console incorporating interactive on-screen directory system.

 

Session Initiated Protocol (SIP)-SIP is a signaling system that enables a whole range of applications to be integrated. This includes voice, data, video, pictures and online games.

It allows the user to be able to switch between one mode and another. A good example would be online gaming through a mobile phone, where while playing you would be able to use a "push to talk" button.

 

Service Level Agreement(SLA)-A contractual agreement between a service provider and the organisation specifying specific performance standards to be achieved.

 

Small and Medium Enterprises(SME)- companies whose headcount or turnover falls below certain limits. The EU categorizes companies with fewer than 50 employees as "small", and those with fewer than 250 as "medium".

 

 Subject Matter Expert(SME)-floorwalker. This refers to a tenured CSR/TSR who coaches a newbie. Most of them have attitudes because they think they are close to being supervisors.

 

Telephone Service Representative (TSR)-The person that handles calls in a contact center.

 

Technical Support Representative(TSR)- also a CSR but techie enough to earn get a higher pay than a CSR.

 

Workforce Management Software(WMS)– Software used for predicting and optimizing scheduling, staff levels, workloads, campaign time-tables, and tracking performance of  agents, usually for inbound  services.

 

Work Force Optimization(WFO)-The means of applying Schedules and Forecasts, based on previous and known future interaction and workflow volumes.

 

Wide Area Network(WAN)- a computer network that covers a broad area (i.e., any network whose communications links cross metropolitan, regional, or national boundaries).

 

Work force management tools(WFM)-Software tools designed to predominately aid the inbound operations of a call centre and have a range of features including:- forecasting algorithms, what if tools, scheduling mechanisms, meeting planners, reporting capabilities, time and attendance recording and payroll integration. The benifits of the use of these systems help improve service and reduce costs.

 

Grade of Service (GOS)- (also known as TSF or Service Level)The percentage of calls answered within the time frame specified by the business.

 

Grade of Service(GOS)- The GOS measures how quickly incoming calls are answered. The customer specifies the time (in seconds) in the programming of the telephone system. The percentage of incoming calls answered or abandoned before that time (in seconds) is the GOS. A value of 100 means all calls were answered or abandoned within the customer-defined time threshold. Calls Time Overflowed and calls answered by target agents (TOF In Calls) are included in these calculations because TOF In Calls accumulate a Before Time Threshold value. However, TOF In Calls do not last in the target queue long enough to accumulate an After Time Threshold value. Calls Time Overflowed from a source ACD queue (TOF-Out) are not counted in this field because the GOS factor does not apply to calls answered by the source agent.

 

 

Terminal Equipment Type 1(TE1)-ISDN-compatible terminals. A TE1 can be an ISDN telephone, a personal computer capable of working with ISDN, a video-phone etc any device that can attach to and work with ISDN.

 

Trunk Hold Time(THT) – Total length of time that a trunk is occupied by a particular call, from ringing to disconnection.

 

Telephone Service Factor (TSF)- (also known as GOS or Service Level)

 

The percentage of calls answered within the time frame specified by the business.

 

Trunk Access Class(TAC)

 

Transport Control Protocol/Internet Protocol( TCP/IP)

 

Uniform Call Distributor (UCD) – Software to distribute incoming calls uniformly among a group of agents.  A UCD will distribute calls following a predetermined logic, such as “top down” or “round robin.”  It is typically unable to route calls based on real-time traffic load, or which agent has been busiest or idle the longest.

 

Unique Selling Proposition(USP) - a marketing concept that was first proposed as a theory to explain a pattern among successful advertising campaigns of the early 1940s. It states that such campaigns made unique propositions to the customer and that this convinced them to switch brands. Today the term is used in other fields or just casually to refer to any aspect of an object that differentiates it from similar objects.

 

Value Added Network(VAS)-Network built using the communications offerings of traditional common carriers, but connected to computers that permit new types of telecoms tariffs to be offered.

 

Virtual Call Centre(VCC)-A group of Call Centres that acts as a single point for call handling and reporting processes.

 

Vendor Independent Messaging(VIM)

 

Voice messaging system(VMS)-Hardware and software products that operate with most PBX, hybrid or key systems allowing users to send, receive and redirect voice messages through office telephone systems and computers. Also called voice mail.

 

Voice response system(VRS)- A computer connected device that can selectively link sentences of stored words to create an appropriate spoken message.

 

Virtual Private Network(VPN)-The provision of facilities normally associated with a private telecoms network over the shared lines, exchanges, and switches of a public network.

 

Voice processing system(VPS)-Hardware and software products that encompass voice messaging, voice recognition, voice response and any applications that deal with the processing of voice communications.

 

Voice Response Unit (VRU) or IVR (Interactive Voice Response) – Caller use touch tone signaling or voice recognition to select responses from a pre-recorded menu of choices.  The VRU or IVR retrieves information and replies or routes calls accordingly.