In a call center, agents use various terms which have their specific meanings. Here is the list of A to Z call center terms which will help you to understand their exact meaning.

1. A to Z Call Center Terms
You Want to Know

2. In a call center, there are various abbreviations and terminologies
which are used by agents. So, let’s understand these
terminologies in detail:

3. 2. Agent Status
It describes the agents’ work status such
as available, unavailable, idle, busy.
1. Agent
An individual who is appointed for
receiving and making calls to customers
in the call center.

4. 3. Automatic Call Distribution (ACD)
ACD is a technology that distributes incoming
calls to a specific group or department to
handle the calls.
4. Average Handling Time (AHT)
AHT is the metric for measuring the call
duration, including talk time, hold time, and
related task for that particular call.

5. 6. Blended Agent
The agent who manages both outbound and
inbound calls as per the requirements.
5. Abandoned Call
The call terminated by a customer before any
conversation takes place. The reason can be
any such as customer gets frustrated while
waiting in a queue or irritated by the recorded
messages.

6. 8. Call Center Manager
The person responsible for operations,
business performance, budget execution and
performance of the call center.
7. Customer Experience Management (CEM)
CEM is the strategy used to manage, track and
oversee the interaction between an agent and
a customer through out the customer lifecycle.

7. 10. CRM
CRM is an approach to manage customer
relationship with the company. It uses analytics to
find customer needs and enhances customer
experience.
9. Call Queue
It is the waiting line which is configured to place
calls when no agent is available to take a call.

8. 12. Contact Center
Center where customers reach out to get their
issues or queries resolved. The mode of
communication can be voice calls, email, live
chat, and social media as well.
11. Call Center
A call center is a centralized workplace used for
transmitting and receiving customer
communication over multiple channels.

9. 14. First Call Resolution (FCR)
First Call Resolution is the ability of call center
agents to resolve a customer query in the first
interaction.
13. Expected Wait Time
It is the estimated time calculated for a
customer to wait in a queue before
connecting with an agent.

10. 16. Interactive Voice Response (IVR)
IVR is an automated telephony system which
gathers information from customers in the form of
key-inputs using DTMF technology.
15. Historical Reports
Historical reports are the past data of call
center activities which are utilized to
measure the business performance.

11. 17. Pacing Ratio
Pacing ratio determines how many calls
should be dialed per agent in a campaign.
18. Predictive Dialer
A predictive dialer predicts when the agent will
be free to take the next call based on their
average call duration. It automatically connects
live calls by screening out busy calls, wrong
numbers and voicemails.

12. 20. Workforce Management (WFM)
It is an integrated set of processes used to
optimize the productivity of a call center.
19. Text to Speech
This technology converts text into voice that
enables the personalization of customers
interactions in absence of live agents.

13. About Us
CallCenterHosting (CCH)
is a leading and globally recognized provider of call center solutions
We offer a complete software-based call center setup for start-ups, SMBs, and
enterprise, which includes IVR services, predictive dialer services, auto dialers,
outbound and inbound call center solutions.
For more information, call us at +1-800-346-4974

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