Contact Centers
This is another word for call centers.
CRM
Customer Relationship Management concentrates on compiling information about customers from multiple sources and acting on that data. ERM is another term for this.
CTI
This is a Computer Telephony Integration that combines the functionality of computers and telephones using software, hardware, and programming to improve the customer experience. With this call centers can view customer information on screen while on the phone to save time.
DNIS
Dialed Number Identification Service indicates what number the customer called from. And call center routes inquires to apt agents based on user-defined information.
Database call handling
It processes phone calls according to information in the call center database.
Handled calls
These are calls that come in to a call center. Then agents or computers handle them.
Handling time
This is an amount of time an agent spends talking to a client, or the length of time it takes to process transactions.
Help desk
Call centers focused on answering customers' questions about computer hardware and software, specially product installation, usage, and problems.
Hold time
This is a length of time a caller waits before a call center rep takes the call. The time callers spend waiting for someone to respond to them is diminished with call mangers software.
IVR
Interactive Voice Response allows customers to access information using speech recognition or by pressing buttons on their phone keypads.
Internal response time
This is time call center agents take to support other groups in an organization to respond to customer inquiries.
Least cost routing
You buy this black box from your phone company. It contains software that allows you to see which dedicated lines are available for you to dial out.
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