Terminologies

Get to know the basic terminologies of call centers
Terminologies

Callcenter Terminologies
 
1.Automated Call Distributionterms
 
A device that distributes incoming calls to specific terminals that agents in a call center uses. It helps in segregating the calls received in one telephone, to a number of telephones used by the agents.
 
2. Automated Surveys
 
Used to collect customer information by means of surveys by using the internet or phone calls. Surveys are used for customer research by call centers for CRM and management performance purposes.
 
3. Interactive Voice Response
 
A phone technology that allows a computer to detect voice and touch tones using a normal phone. Generally it has a pre recorded audio to direct the callers on how to proceed further with the calls.
 
4. Computer Telephony Integration
 
A technology that allows interaction between a computer and a telephone. Can also be used to integrate various channels like voice, email, web, fax, etc.
 
5. Enterprise Campaign Manager
 
A solution that is used to provide advanced management capabilities for the data used to conduct Outbound dialing campaigns.
 
6. Outbound Predictive Dialer
 
A computerized system that automatically dials a batch of telephone numbers for connecting the agents involved in tele sales or other outbound callings.