TWO WORDS BPO ABBREVIATION

Offered Call – A call received by the ACD which is either handled or abandoned.

Off-Peak – Time other than the ’s busiest periods, or time periods when telecommunications carriers offer discounted rates.

outbound call - An outbound call is one initiated from a  agent to a customer on behalf of the  or a client.

Non-Contact – A call attempt that results in anything other than a live answer, such as a busy signal, hang up, no answer, or automated answer.

Private network-A communication network designed and operated for the exclusive use of a particular organisation or group of organisations.

Recorded Announcement – An announcement heard by callers while waiting in queue.

Percent Allocation – Routes contacts in a multi-location network to various sites based on user-defined percentages.

Progressive Dialer – An automated dialer shows the account information and phone number on the screen after the number is dialed, but is not predictive.

Predictive Dialler-Specialist telephony equipment for managing outbound calls. The term predictive means that the dialler will phone the telephone number of the customers you want to contact, and only when the phone is answered by a person, will the call then be directed to an agent to answer. Here an algorithm is used to predict when an agent is likely to become free and dials in anticipation of this so that the non productive time that an agent spends between calls is minimised. Such equipment can also be used in preview mode, where the systems allocates the contact to an Agent for them to preview prior to physically dialling the number.

Premise-Based  or Contact Center – A  owned and operated in-house, usually using a PBX (see below).  The  owner is responsible for purchasing and maintaining the equipment and software, and upgrading as technology advances.

Preview Dialer – A dialer that shows the account information and phone number on the screen for the agent to “preview” the information before dialing.

Quality Assurance (QA) – The systematic monitoring and evaluation of call services to ensure that minimum standards of quality are being met.  In a , monitoring, whisper coaching, barging, conferencing and recording center agents helps to ensure the quality of agents and identify any training issues.

Queue Management-Again, normally achieved by the use of "ACD" systems that provide real time information and historic statistics on how many calls were received, how quickly they were answered and much more.

Remote Agent – An agent physically located outside the contact center.  See home agent.

Response Time – The time between a call connecting, or the end of the recorded message, and the handling of a call.

Schedule Exception – Any activity outside of an employee’s work schedule, including meetings, training sessions, unscheduled breaks, or absenteeism.

Scheduled Callback – A redial scheduled for a specific time and date in the future.

schedule adherence -  schedule adherence is a common metric used in the  to determine whether or not  agents are working the amount of time they are scheduled to work.

Service Level – Promised speed of answer or percentage of calls to be answered within a predefined number of seconds.

Service Quality – A measure of how well a call is handled, including consistency and friendliness of the agent’s greeting, and his or her ability to handle calls to completion.

Screen Pop –IVR, ANI, or CTI software that pops-up corresponding customer data or campaign scripts on the computer screen when receiving or placing a call.

Service Level-The percentage of calls answered within the time frame specified by the business.Known as TSF (telephone service factor ) or GOS (grade of service) it is the percentage of calls answered within a specified time frame as designated by the business.

Speech Recognition – Voice processing software to translate human voice signals into digital signals that a computer system can understand using discrete syllable recognition or continuous speech recognition.

System Down – A condition that elicits so much happiness to CSR/TSR and some supervisors. This is a failure to receive a call due to system issue.

Team Building – This refers to going out of the whole team. For some unknown reasons, teambuilding are likely to be held in Puerto Galera.

Terminal Adapter (TA)-Allows existing non-ISDN terminals to operate on ISDN lines. It provides conversion between a non ISDN terminal device and the ISDN user/network interface

Trunk Group – Several trunks provided as a group for a .

Talk Time-The amount of time an Agent spends handling a customer call - from start to finish.

Traffic Study– A study determining the levels of traffic that a system is handling by contact type (incoming, outgoing, local, long distance) to forecast future traffic and system requirements.

Trunk performance -A measurement of the efficiency and utilisation of a particular trunk.

Trunk Select-A button on a terminal which can be pressed to answer incoming trunk calls on that button.

Talk Time – The elapsed time from when an agent answers a call until the agent disconnects.

Unavailable Time – Amount of time the agent is not ready to accept inbound or place outbound calls, such as breaks, meals, administrative work, etc.

Universal Agent – An agent that is trained to handle multiple types of contacts.

Unified Communications-Blending of interaction types; where initial contact was made by Voice, the response may be via email, etc.

Unified Desktop-A Desktop Application which amalgamates other systems or interfaces and accepts both voice and electronic interactions. A Unified Desktop may also populate an  underlying (CRM) system with interaction or customer data, in real-time.

Voice Identification – A technology used to verify the identity of a person by comparing spoken passwords with prerecorded voice patterns.

Voice Mail or Voicemail – Centralized system that captures and stores voice-based telephone messages for later retrieval, including taped or electronic messages.

Voice recognition-A system that translates human voice into computer commands. Also known as speech recognition.

Work-load – Total talk time plus after-call work time for agents.  Ring time, delay time, and conversation time for trunking.

Wrap-Up Time – Time required by an ACD agent after a conversation is ended, to complete work directly associated with the completed call.

Wall-boards-Electronic displays within the physical location of a call centre, used to give the management and agents a view of their own team's performance. Wallboards can be used to display key performance criteria such as service level or calls queuing, again in real time.

Wrap Time-This is the period of time following a call between an Agent and a customer. The Agent updates records and takes agreed actions. The talk time (time talking to customer) plus the wrap time give the handling time, which is the total time taken to service a call.

virtual agent - a virtual agent (sometimes called an intelligent virtual agent, virtual rep or v-rep) is a chatterbot program that serves as an online customer service representative for an organization.

Yosi Break – Smoking time. Call center employees love to smoke. Most of them think it makes them soooo glamorous.

Centi-call seconds-This is an unit used for the measurement of telephone traffic analysis and is equivalent to one hundred seconds of telephone usage.

Gate, Split or Group – ACD agent routing to a particular agent group.

Team Leader(TL); Supervisor

Work Trunks-This is the number of trunks that are currently enabled.

Zip Tone – A beep or tone heard by the Agent right before a call arrives.  Sometimes these are used to indicate that a supervisor is monitoring in the call.