Multimedia handling
Uses call center agents' downtime from taking customer phone calls to take care of inquiries by other forms of media such as email, fax, web, and chat. Consequently, all questions and orders are tracked the same for other media as they would be for standard phone calls.
Offshore call center
This call center provider is located outside the U.S. for saving businesses money.
PBX
Private Branch Exchange is in-house telephone switching system. It has been designed to connect all phone extensions to each other and to an external network. Besides, PBX can include various functions for customer management software including least cost routing, call forwarding, and call accounting.
Predictive dialing
It is also called Predictive Dialer. Automatically places calls and only connects them to agents when a live person answers. To predict when agents will be done with calls and will be available to take new ones the system uses previous averages of talk time. It helps to minimize downtime and improve call center effectiveness.
Preview dialer
This dialer allows you to view the contact information of the caller before making or taking phone calls.
Prompts
Menu selections in an IVR system that give callers numerous options for information they would like to get or a representative they want to speak to.
Queue
This is when customers on hold are waiting for available call center agents to take their calls. You can let callers know how long they have been waiting and how much time before their calls are answered.
RDBMS
It's the Relational Database Management System. Links files together by comparing data to create single files. With this you can cross-reference information, such as customer names and account numbers, to run queries related to all sets of data.
Real time data
This is call center information and it is continually efficient to show how many calls are in queue and the average wait time.
Remote access
It is the ability to access a call center's central database from any location using an Internet connection and a laptop.
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