UK and IrelandOperations Glossary of Terms
The Operations Centre
Knowledge Bankknoweldge bank rss
A K Erlang
Agner Krarup Erlang (1878-1929) View
Abandon Call Threshold
An abandoned call threshold is a time which can be set in the ACD. The effect of this is that the abandoned calls which occur within the 'thres… View
Abandoned Calls
Also known as Lost calls View
Activity Codes
Activity codes are management tools to identify call types. The attempt here is to try to CRM your ACD. It relies upon agents to input co… View
Adherence to Schedule
Also known as Schedule Adherence Call center schedule adherence is a common metric used in the call center to determine whether or not call cen… View
Adherence to Work Activity Mode (WAM)
Adherence to schedule is sometimes referred to as 'customer time' as it covers the Work Activity Modes of Talk time, After Call Wrap time a… View
After Call Work (ACW) / Wrap Up
After call work, as its name suggests, takes place after the voice interaction with a caller and is the time spent processing any associated w… View
After Call Work / Wrap - (ACW)
After call work, as its name suggests, takes place after the voice interaction with a caller and is the time spent processing any associated work f… View
Agent Group
Is the name for a group of agents or agents grouped by skill. These could be grouped by service, product or client. Calls can then be rou… View
Alarms & Thresholds
A feature of most management information systems (MIS) is the facility to enable performance alarms or thresholds. Because MI systems display a… View
All Trunks Busy (ATB)
Also known as All Lines Busy. This occurs when all trunks or lines are occupied or busy with a call in progress. The call treatment for the cal… View
Alphanumeric Numbers
There is a trend for alphanumeric telephone numbering, which essentially means that rather than using a sequence of numbers some of the numbers are… View
Answered Calls
Also known as handled calls View
Asynchronous Transfer Mode (ATM)
Asynchronous transfer mode (ATM) is an electronic digital data transmission technology. ATM is implemented as a network protocol and was first deve… View
Attrition - Agents
Also referred to as staff turnover View
Attrition - Customer
Also known as customer churn or defection View
Auto Attendant
Automated attendants combines voice processing with call routing. The inbound call is answered by the auto attendant which offers a range of … View
Automatic Call Distributor (ACD)
Automatic Call Distributors (ACDs) have been around for a long time now, however, they still remain the basic building block in all call centres to… View
Automatic Number Identification (ANI)
CLI allows the callers number to be forwarded at the same time as the call to the recipient. Also known as Automatic Number Identification (ANI… View
AUX Codes
AUX codes can be used to record auxiliary work undertaken by agents. The primary work states for agents are associated with call handling (talk, ho… View
Average Delay of Delayed Calls
This is the average delay or wait time of all calls that have been delayed or have queued. … View
Average Handle Time (AHT)
Average Handle Time is the average processing time to deal with a call and is the total of Average Talk time and Average Wrap time. Average Tal… View
Average Response Time (ART)
Average Response Time (ART) - also called Average Speed of Answer (ASA) or Average Delay (AD) - is one of the key metrics used in call centres.&nbs… View
Average Speed of Answer (ASA) / Average Delay
Average Response Time (ART) - also called Average Speed of Answer (ASA) or Average Delay (AD) - is one of the key metrics used in call centres.&nbs… View
Back or Controlled Busy
This occurs where lines are intentionally 'busied', reducing the number of incoming lines for callers. The call treatment is the busy… View
Base Staff
Base staff refers to the absolute minimum number of full time equivalent staff required to meet service level. So if using an erlang calculator… View
Basic Rate Interface (BRI) - ISDN
The entry level interface to ISDN is the basic rate interface (BRI), a 144 kbit/s service delivered over a pair of standard telephone copper wires.… View
Blending
A term used to define the use of agent groups involved in both inbound and outbound calling. Outbound calling is generally done during cal… View
Blocked Calls
Blocked calls can be the result of back busy or ACD configuration. With regard to the latter, ACDs can be configured to block calls when a cert… View
Bradford Points System
Sickness Management View
Brand Response Television (BRTV)
Brand Response Television (BRTV) is geared at promoting a corporation's brand and image. Unlike DRTV, companies are not looking to sell dir… View
Breaks - Rest Periods
As stipulated by the European Working Time Directive (EWTD), rest breaks are prescribed. Generally, full-time workers are prvided with 2 x 10/1… View
Broadband ISDN (B-ISDN)
In the 1980s the telecommunications industry expected that digital services would follow much the same pattern as voice services did on the public … View
Buddy-Up
An agent buddys-up when they sit with a colleague and are plugged in listening to calls. This can take place with new recruits or for general t… View
Build, Operate & Transfer (BOT)
Build, Operate and Transfer (BOT) relates to outsourcing. Under this model, a company helps set up the operations that the Joint Venture partne… View
Bureau
A call centre bureau is an outsourced facility which partners with a company to provide call and fulfilment services. Services include; … View
Call Calibration
Call calibration is designed to bring consistency with overall call monitoring across a contact centre. It is the process whereby a group of ca… View
Call Centre & Contact Centres
Call Centre - a work environment in which the main business is conducted via the telephone whilst simultaneously using display screen equipment (DS… View
Call Centre Advisor
Call handler (also known as customer service advisor/agent/associate) - an individual whose job requires them to spend a significant proportion of … View
Call Control
Call control is about controlling the conversation with a customer. There is a cost to the lack of call control and this is observed in longer … View
Call Forecast
A call forecast is an estimation of the expected volume of calls an inbound call centre will receive. Calls can be forecasted annually, monthly… View
Call Fulfilment
Call fulfilment is about delivering the outcome which is the purpose of the call. On many instances customers tell tales of having to make a nu… View
Call Guide / Scripting
As the name suggests these are tools to guide the agent through the script of a call. They are produced to capture the appropriate information … View
Call Monitoring
Also known as Quality Monitoring View
Call Peaks
Call peaks are high levels of inbound calls, which are above the normal or average. Peaks can be both, forcasted and unexpected. Peaks are … View
Call Priority
Call priority allows companies to prioritise the importance of calls. This means calls entering a queue behind other calls can be prioritised a… View
Call Recording
Customer contact recording is increasingly on the agenda for organisations' overall CRM (Customer Relationship Marketing/Management) strategy, … View
Call Routing
Calls can be routed by the ACD to groups of agents by a number of predetermined commands. This can include routing by; Skills, produ… View
Call Tracking
Most call centres have an understanding of why their callers phone but not generally a detailed understanding of the actual call 'types'. C… View
Call Treatment
Call treatment refers to how a caller is treated having made a call. In this sense it means was the call: Answered Queued until a… View
Call Troughs
Call troughs occur when call volumes are low or below forcast or average. Troughs are forcasted in the normal resource planning process and as … View
Call-Out Avoidance (COA)
Call-out avoidance refers to the ability of the agent to correctly diagnose a fault and facilitate a user repair, without the need for an engineer … View
Calling Line Identification (CLI)
CLI allows the callers number to be forwarded at the same time as the call to the recipient. Also known as Automatic Number Identification (ANI… View
Calls Per Agent
This represents the average number of calls per agent in any given time period. This is total number of calls answered by the total number of a… View
Calls Per Hour
Calls per hour is a useful indicator of efficiency levels right down from call centre to advisor level. However, that is all it should be an … View
Calls Per Hour - Normalised
Contact centres that rely on agent calls per hour as a key metric come under fire as it doesn't provide a good comparison for agents. Over … View
Centrex
Centrex is a PBX-like service providing switching at the central office instead of at the customer's premises. Typically, the telephone company… View
Churn
This refers to the loss of customers or subscribers. The utility and mobile sectors are particularly prone to customers switching. To cal… View
Cloud Computing
Cloud computing is Internet-based computing, whereby shared resources, software, and information are provided to computers and other devices on demand, like the electricity grid. View
Cold & Warm Calls
This involves companies making outbound calls to prospective new customers. Calls can be warm or cold - a warm call is where a relationship alr… View
Computer Technology Integration (CTI)
"Computer Telephony Integration (CTI) is the functional integration of business software and telephone based communications." It allows o… View
Conditional Routing
Conditional routing is the term used to route calls to and from different agent groups. This can also be described as 'overflow' of cal… View
Contact Propensity
Contact propensity is referred to as the likelihood of a customer repeat contact. This propensity is said to increase where after call wrap not… View
Conversion Rate
A conversion rate can take many forms and measures the success, where the agent has to deliver an outcome from a call. An outcome can be any nu… View
Cost Benefit Analysis (CBA)
A cost benefit analysis is made to appraise or assess a proposal to make a decision. Benefits are expressed in monetary terms and compared with… View
Cost of Delay
The cost of delayed or queuing calls is paid by either the caller or the company, where there is toll-free or free-phone numbers in place. Thes… View
Cost Per Call
Cost per call is a useful measure to keep on your radar. If costs are relatively fixed, cost per call will increase with a reduction in call vo… View
Cross Sell
Cross selling occurs, where a telesales agent takes advantage of a sales situation to promote other complimenatry products or services. A calle… View
Customer Charter
Also known as Customer Excellence Charter (CEC) View
Customer Flow Management (CFM)
CFM refers to the flow of walk-in traffic. Some customer service centres handle both face to face and telephone contact, particularly, lo… View
Customer Life Time Value (CLTV)
In marketing, customer lifetime value (CTLV), lifetime customer value (LTCV), or lifetime value (LTV) and a new concept of "customer life cycl… View
Customer Relationship Management (CRM)
Customer relationship management (CRM) is basically the function of building a long standing relationship with a customer. This maximizes profits, sin… View
Customer Service (CS)
Customer service is the provision of service to a customer, before, during and after a purchase. The customer service delivered should be desig… View
Decision Maker Contact (DMC) or Right-Party Contact (RPC)
Decision Maker Contact (DMC) is a phrase used in outbound telemarketing. A decision maker is the account holder, the person who the company con… View
Delay Announcements
Delay announcements are recorded messages which informs callers of the delay. Some systems can advice where the call is held in the queue by nu… View
Delayed Calls
A call is delayed when there are no agents avaialble to answer it and it is therefore placed in a call queue. … View
Dialled Number Identification Service (DNIS)
The DNIS allows the ACD to identify the number dialled by the caller. A trunk group could be made up of a number of DNIS numbers, Different… View
Diallers
Outbound dialling systems are typically used where high volumes of quick turnover outbound calls are required, such as when running outbound telema… View
Diminishing Returns
In economic terms, diminishing returns refers to how the marginal production of a factor of production, in contrast to the increase that would othe… View
Direct Dial Inward (DDI)
This facility allows a caller to call an extension number direct without the need to go through a switchboard. … View
Direct Response Television (DRTV)
Direct Response Television (DRTV) is a form of television marketing, geared to provide an immediate response from customers. Television commerc… View
Disaster Recovery
A disaster recovery plan would allow inbound calls to be redirected to a second site to allow business continuity. The second site would be geo… View
Disaster Recovery: Cold Standby
A method of redundancy in which the secondary (i.e., backup) system is only called upon when the primary system fails. The system on cold stan… View
Disaster Recovery: Hot Standby
A method of redundancy in which the primary and secondary (i.e., backup) systems run simultaneously. The data is mirrored to the secondary ser… View
Display Screen Equipment (DSE)
Call handlers are DSE users, as they use DSE habitually for most of their working day. In comparison to typical office workers, call handlers… View
Dynamic Network Routing (DNR)
This facility allows the call centre to change where inbound calls are routed. … View
Envelope Scheduling
Once call forecasts have been made and staff scheduled, envelope scheduling allows for additional staff to be scheduled to complete non-demand work… View
Erlang B
The most commonly used traffic model. Erlang B is used to work out how many lines are required if the traffic during the busiest hour i… View
Erlang B Extended
The most commonly used traffic model. Erlang B is used to work out how many lines are required if the traffic during the busiest hour i… View
Erlang C
This model assumes that all blocked calls are queued in the system until they can be handled. Call centres can use this calculation to determine ho… View
Escalation Plan
A prerequisite for any contact centre. A plan to be implemented when queuing calls reach a pre-determined level and/or delay times reach… View
First Contact Resolution (FCR)
Also referred to as 'Resolved Live', 'Right First Time' or 'One and Done'. View
First Contact Resolution (FCR): Agent Perspective - Internal Resolved
First Call Resolution (FCR) can be seen from both the customer and agent perspective. With this in mind, it is usual to adopt two measures; both an… View
First Contact Resolution (FCR): Customer Perspective - External Resolved
First Call Resolution can be seen from both the customer and agent perspective. With this in mind, it is usual to adopt two measures; both an exter… View
Flexi Time
Flexi time doesn't really have a place in contact centres. It is a policy, by which employees can vary their working hours to gain credit… View
Forced Call
Agents receive calls when they are ready and available to take a call. Where supervisors are in queue management mode, they can force a call to… View
Full Time Equivalent (FTE)
An FTE represents one full-time employee working the set required hours for a month. If the normal working day for a full-time employee is 7 ho… View
Grade of Service (GOS)
Also known as Service level(SL) and Telephone Service Factor (TSF) View
Handled Calls
Also known as Answered Calls View
Handling Time
Handling Time is the total processing time to deal with a call and is the total of Talk time and Wrap time. … View
Help Desk
An Help desk is an information and assistance resource that troubleshoots computers and similar products. Corporations often provide help desk … View
Historical Reports
Historical reports are reports run from the ACD or MIS software. The report period can generally be any previous time segment except the c… View
Hold Time - Agent
Hold time refers to the time an agent puts a customer on hold. This is done for a number of reasons; Seeking assistance Reviewing… View
Hold Time - Trunks
This is the time trunks are occupied with calls. Even when calls are transferred the line can still be in use. … View
Home Working (Teleworking / Telecommuting)
This refers to the facility to work remotely from the contact centre at home using telecomms technology. … View
Hot-desking
'Hot-desking' (i.e. workstations are not assigned, so individuals sit at whichever desk is vacant) is becoming more common in typical… View
Hunt Group
Hunt Groups are a concept on PBX systems for distributing calls from one extension line to another or group of lines. The call, if the destinat… View
Inbound
Inbound calls are calls received or offered by the contact centre. They are generally generated by customers for pre/post sales and customer se… View
Index Factor
An index factor is used in call forecasting and is a multiplier applied to a call volume. It is used to weight a volume to deliver a call forec… View
Integrated Services Digital Network (ISDN)
Integrated services digital network is a set of communications standards enabling traditional telephone lines to carry voice, digital network servi… View
Interactive Voice Response (IVR)
Interactive Voice Response or Recognition (IVR) View
Interflow
Conditional routing is the term used to route calls to and from different agent groups. This can also be described as 'overflow' of cal… View
Internet Protocol (IP) Platforms
IP technology has, and is continuing to impact on the contact centre. Before the Internet boom (and therefore the mass use of web and email) these … View
Intra-Day
Intra-day management is key to any contact centre or real-time environment. It refers to managing and reviewing the day in intra-day time seg… View
Intraflow
Conditional routing is the term used to route calls to and from different agent groups. This can also be described as 'overflow' of cal… View
J D Power Ratings
J.D. Power and Associates is a leading global marketing information services company that conducts independent consumer surveys of product and serv… View
Lead Generation
Many contact centres generate leads for other companies or departments. Lead generation is about creating a level of interest with a customer, … View
Line Utilisation
It is important to understand the utilsation of lines to ensure callers do not receive a busy signal. Line utilsation reports will identif… View
Load Balancing
Load balancing refers to the distribition of calls between sites. An organisation may have a customer service operation split between any numbe… View
Logged Off
This refers to either a situation where the agent is absent or in work but logged-off the telephone system. Whilst agents are in work it is goo… View
Logged On
This refers to a state in which the agent is logged onto the telephone system. Once logged-on, agents are able to move into one of… View
Long Call
Long calls present problems around managing service level. There is no definition of a long call but lets say, 10+ minutes. The longer the call… View
Longest Available Agent (LAA)
Longest available agent refers to an agent who is available and ready to take a call and has been waiting longer than colleagues. This ag… View
Longest Delay
The longest delay is the call that has waited the longest in the queue whether answered or not in any time period. The longest delay should be … View
Management Information Systems (MIS)
Call centres are real-time dynamic areas where information and numbers are crucial to it's successful operation. Real-time systems tra… View
Management Information Systems Analyst (MISA)
Call centres are real-time dynamic areas where information and numbers are crucial to it's successful operation. Real-time systems tra… View
Multi-Skilled
Multi-skilled is a phrase used when an agent is sufficiently skilled to handle different types of calls. This generally applies where there a… View
Net Promoter
Net Promoter™ is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. Developed by … View
Net Promoter Score (NPS)
NPS is based on the fundamental perspective that every company's customers can be divided into three categories: Promoters, Passives, and Detra… View
Night Service
Night service is the out of hours treatment provided to your callers who phone when the contact centre is closed. This can consist of… View
Non-ACD Calls
As the title suggests, these are calls which are not distributed by the ACD. They are received by the agent on their own DDI. Hence, c… View
Non-Demand Work
Non-demand work is a phrase which refers to workload which doesn't require an immediate response like telephone calls. Such work could be e… View
Non-Occupancy
Accepting there are four key work activity modes, when we are busy with a customer call, we are occupied. If we are available or on a break, we… View
Normalised Calls Per Hour
Contact centres that rely on agent calls per hour as a key metric come under fire as it doesn't provide a good comparison for agents. Over … View
Not Ready Bucket
Whilst agents are in work it is good practice for them to be logged-into the telephone system, where the ACD can allocate a number of different wor… View
Nuisance Call
The term “nuisance calls” can be applied to a range of different types of calls. However, for most consumers it primarily relates to ca… View
Nursery
A nursery is a live call centre where new recruits are placed after training. This allows them to work under direct supervision with floor-walk… View
Occupancy (Utilisation)
Occupancy is also sometimes referred to as utilisation View
Offered Calls
Calls Received, also known as Calls Offered, is a key indicator in call centres as it drives many areas such as, service level and headcount resour… View
Omni-Channel
As customer contact migrates to non-telephony channels, the phrase omni-channel has become popular to describe muti-channel contact points. The… View
One and Done (OAD)
Often referred to as First Call Resolution (FCR) or in today's multi-channel environment, First Contact Resolution (FCR). Also referred to as &… View
Outbound
Outbound calls are generated by call centre agents and made to customers or prospects. Calls can be made for telesales, cross and upselling, te… View
Outsourcing
Outsourcing is a process by which companies partner with third party specialist organisations, who undertake the processing of a function on their … View
Overflow
Conditional routing is the term used to route calls to and from different agent groups. This can also be described as 'overflow' of cal… View
Pooling Principle
The pooling principle is a concept by where resources are pooled or increased. This is beneficial where a number of separate product or … View
Predictive Dialling
A Predictive Dialler is a system that automatically dials outbound telephone calls from a pre-determined calling list. The dialler presents an … View
Primary Rate Interface (PRI) - ISDN
The other ISDN service available, along side BRI, is the primary rate interface (PRI), which is carried over an E1 (2048 kbit/s) in most parts… View
PriTel Rule 75
Often poor performing contact centres appear to be over-occupied, hence have little available time. 'Ready' puts us in the right behavi… View
Private Branch Exchange (PBX)
A private branch exchange (PBX) is a telephone exchange that serves a particular business or office, as opposed to one that a common carrier or tel… View
Profit Per Call
Profit per call is the net result of revenue per call less cost per call. … View
Public Switched Telephone Network (PSTN)
The public switched telephone network (PSTN) is the network of the world's public circuit-switched telephone networks, in much the same way tha… View
Quality Monitoring
Also known as call Monitoring View
Queue
A queue in the everyday sense means to form a line and wait for attention. This is not disimilar in a contact centre where calls are held in a … View
Queue Time
Queue time refers to the delay time of a call in a queue. … View
Queues - Physical & Logical
When a call queues it generally waits for the next available agent. However, a call can queue physically or logically dependent on the number… View
RAG Report
A RAG report refers to a report where standards or targets need to be identified. RAG stands for - R = Red / A = Amber / G = Green. A RAG repor… View
Ready & Not Ready (Work Activity Modes)
The key to a successful operation View
Ready (Available)
Also known as Idle or Available in some ACDs View
Real-Time Reports
Real-time reports show current ACD data including agent activity. The reporting interval is generally set in the ACD parameters of 15 - … View
Received Calls
Calls Received, also known as Calls Offered, is a key indicator in call centres as it drives many areas such as, service level and headcount r… View
Repeat Call Analysis - Busy Signals
Abandoned calls are readily identifiable from your ACD, however, the level of callers who receive a 'busy' or 'engaged' signal is g… View
Resolved Live (RL)
Also referred to as 'First Contact Resolution', 'Right First Time' or 'One and Done'. View
Rest Periods
Under the Working Time Regulations 1998; Rest Breaks A worker is entitled to an uninterrupted break of 20 minutes when daily working time i… View
Retention Rate
Customer retention refers to the activity of retaining a disenchanted or cancelling customer. The retention rate refers to the percentage of su… View
Revenue Per Call
This is a very useful measure in any Telsesales environment. It measures the total revenue generated by sales, divided by total calls. Th… View
Right First Time (RFT)
Often referred to as First Call Resolution (FCR) or in today's multi-channel environment, see - First Contact Resolution (FCR). Also refer… View
Ring Time
Ring time refers to the time from dialing to being answered. It also refers to the time the ACD allocates the call to the logest waiting a… View
Rostered Staff Factor (RSF)
Rostered Staff Factor (RSF) refers to the number of scheduled staff required to meet service level, non-demand work service levels and people activ… View
Scheduled Hours
Once call forecasts are understood it is then necessary to understand the workload hours. Once the workload hours are established, staff have t… View
Schedules
Schedules, also called rotas and shifts, are produced to inform staff of their personal attendance requirements. Once service level base staffi… View
Screen Monitoring
Screen monitoring allows a supervisor or quality analyst the remote facility to view an agent's PC system and observe key strokes. This sho… View
Screen Pop
A CTI facility for call centers that provide integration between a telephone system and an agent's PC, a screen pop is used to display informat… View
Service Level (SL)
Also known as Grade of Service (GOS) and Telephone Service Factor (TSF) View
Short Abandons
Short Abandons are calls which queue but abandon after a short time, say 5 or 10 seconds. This is often insufficient time for the call to be ta… View
Short Calls
As the name suggests these are calls of short duration. Short calls can be created by callers hanging-up or by agents ending calls premat… View
Shrinkage Absences
Do you allow for appropriate staff shrinkage in your centre? View
Skills Based Routing (SBR)
Skills based routing (SBR) is an ACD facility that allows calls to be delivered to agents based on skill levels. For instance, there may be a n… View
Software as a Service (SaaS)
Software as a service sometimes referred to as "on-demand software" supplied by ISVs or "Application-Service-Providers" (ASPs),… View
Speech Analytics
Speech analytics is the process of analyzing recorded calls to gather information, brings structure to customer interactions and exposes informatio… View
Speech Recognition
Also known as Voice Recognition View
Supervisor
Also known as Team leader, Team Manager or Team Co-ordinator View
Talk Time
Talk time is the time spent talking to callers and represents one of the key work activity modes WAMs). Talk time also represents both inbound … View
Team Leader / Team Leader
Also known as Supervisor or Team Cordinator View
Telemarketing
Also covers Telesales View
Telephone Service Factor (TSF)
Also known as Service Level (SL) and Grade of Service (GOS) View
Telephony Application Programming Interface (TAPI)
The Telephony Application Programming Interface (TAPI) is a Microsoft Windows API, which provides computer telephony integration and enables PCs ru… View
Time off in Lieu (TOIL)
Time off in lieu (TOIL) is an alternative to paying for overtime. The practice is particularly common among higher paid staff who work overtime… View
Toll Free & Free Phone Numbers
This allows callers to pay no charges for dialling. Often sales contact centres will provide a free phone number to enhance sales.The numbers ar… View
Trunk Load
Trunk load refers to the traffic carried by a line which is made up of both a call queuing and talk time. If no trunks are available the call t… View
TUPE - The Transfer of Undertakings (Protection of Employment) Regulations 2006 - (UK)
The Transfer of Undertakings (Protection of Employment) Regulations (TUPE) protects employees' terms and conditions of employment when a busine… View
Turret
A turret is the name for an ACD telephone handset which is used by a call centre agent. … View
Unavailable
Unavailable is a description of a state where the agent is not available to take calls. Some ACDs allow for a number of unavailable codes such … View
Unified Communications (UC)
Unified communications is the integration of real-time communication services such as instant messaging (chat), presence information, telephony (in… View
Upsell
Upselling occurs where the telesales agent improves the sales process by upgrading a sale.For instance, a caller may wish to place an order for a 64Gb… View
Utilisation
Occupancy reflects how busy we are, and in call centres, we are busy when we are Talking to callers and when completing After Call Wrap. The … View
Virtual Call Centre
A virtual call centre refers to a call centre which is made up of two or more different sites. Take a billing call centre for a mobil… View
Visible Queue
A queue in the everyday sense means to form a line and wait for attention. This is not disimilar in a contact centre where calls are held in a … View
Voice over IP (VoIP)
VoIP is 'using data network technologies and infrastructures as a medium for carrying real time voice communications' - this also applies f… View
Voice Recognition
Also known as Speech Recognition View
Walkaway Codes (AUX or Auxiliary)
Walkaway codes are used to define agent activity when they are logged into the ACD but working on a non-call related activity. (Also known a Auxili… View
Weighting
Weighted averages should be used wherever data needs to reflect the relative importance, volume and contribution of each item. It is not suff… View
Work Activity Modes (WAMs)
Work Activity Modes in call centres are types of work functions, under which advisors carry out their activities. The four Key ones in call cen… View
Workforce Management (WFM)
In today's highly competitive marketplace, organisations invest heavily in technology to support and enhance their call centres operational per… View
Working Window
Working window refers to the hours the operation is open for service. This could be; Mon-Fri - 08:00 - 20:00 hrs Sat - Sun - 10:00 - 16… View