Carreer

Call Center Glossary of Terms


Blocked Call

A call that cannot be connected immediately because A) no circuit is available at the time the call arrives, or B) the ACD is programmed to block calls from entering the queue when the queue backs up beyond a defined threshold.

Busy Hour

A telephone traffic engineering term, referring to the hour of time in which a trunk group carries the most traffic during the day. The average busy hour reflects the average over a period of days, such as two weeks. Busy Hour has little use for incoming call centers, which require more specific resource calculation methodologies.

Call

Also called Transaction and Customer Contact. A term referring to telephone calls, video calls, Web calls and other types of contacts.

Call Blending

Combining traditionally separate inbound and outbound agent groups into one group of agents responsible for handling both inbound and outbound contacts. A system that is capable of call blending automatically puts agents who are making outbound calls into the inbound mode and vice versa, as necessitated by the incoming call load.

Call By Call Routing

The process of routing each call to the optimum destination according to real-time conditions. See Percent Allocation and Network Inter-flow.

Call Center

An umbrella term that generally refers to reservations centers, help desks, information lines or customer service centers, regardless of how they are organized or what types of transactions they handle. The term is being challenged by many, because calls are just one type of transaction and the word center doesn't accurately depict the many multi-site environments.

Call Control Variables

The set of criteria the ACD uses to process calls. Examples include routing criteria, overflow parameters, recorded announcements and timing thresholds.

Call Detail Recording

Data on each call, captured and stored by the ACD. Can include trunk used, time in queue, call duration, agent who handled the call, number dialed (for outgoing), and other information.

Call Forcing

An ACD feature that automatically delivers calls to agents who are available and ready to take calls. They hear a notification that the call has arrived (e.g. a beep tone), but do not have to press a button to answer the call.

Call Load

Also referred to as Work Load. Call Load is the product of (Average Talk Time + Average After-Call Work) x call volume, for a given period.

Caller ID

See Automatic Number Identification.

Caller-Entered Digits

Digits callers enter using their telephone keypads. The ACD, VRU, or network can prompt for CEDs.

Calling Line Identity

See Automatic Number Identification.

Calls In Queue

A real-time report that refers to the number of calls received by the ACD system but not yet connected to an agent.

Carrier

A company that provides telecommunications circuits. Carriers include both local telephone companies and long distance providers.

Cause-and-Effect Diagram

A tool to assist in root cause identification, developed by Dr. Kaoru Ishikawa.

CD-ROM

Compact Disc Read Only Memory. These discs hold as much as 660 megabytes of mem

Central Office

Can refer to either a telephone company switching center or the type of telephone switch used in a telephone company switching center. The local central office receives calls from within the local area and either routes them locally or passes them to an inter-exchange carrier (IXC). On the receiving end, the local central office receives calls that originated in other areas, from the IXC.

Centum Call Seconds

100 call seconds, a unit of telephone traffic measurement. The first C is the Roman numeral for 100. 1 hour = 1 Erlang = 60 minutes = 36 CCS.

Chief Information Officer

A typical title for the highest ranking executive responsible for an organization's information systems.

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