In the call center industry, agents use various abbreviations and terminologies, which have some specific meaning. Here is the list of A to Z must know call center terms.

1. A to Z Must Know Call
Center Terms

2. In a call center industry, there
are several abbreviations and
terminologies used by the
agents. Getting familiar with
them is essential for every
business.
Listed below are the commonly
used terminologies that every
call center agent must know.

3. #1 Average
Handling Time (AHT)
It is a metric for measuring the
average time an agent spends on
talking with customers.
It includes time spent on call, hold
time and all the related tasks for
that call.

4. #2 Automatic
Call Distribution (ACD)
It is a technology that sends
the incoming calls to a specific
agent or department
according to their information
or specific routing algorithms.

5. #3 Automatic
Speech Recognition (ASR)
It is a technique used to identify
human voice.
The advance IVR system uses
speech recognition to interact
with customers in their natural
language.

6. #4 Abandoned
Call Rate (ACR)
ACR is the percentage of calls
abandoned by the customer
before a conversation. It is
calculated as abandoned calls
divided by the total inbound
calls.

7. #5 Blended
Call
Blended calling is a mixture of
inbound and outbound calls. It
helps call center to deliver
customer service through
multiple channels such as phone,
chat, text, emails, and more.

8. #6 Customer
Experience Management
(CEM)
It is a practice used to track,
measure, design, and react to
customer interactions to meet or
exceed customer expectations.

9. #7 Computer
Telephony Integration (CTI)
It is a technology that helps
businesses to manage telephone
calls using computers.
It allows agents to perform all
call-related tasks efficiently.

10. #8 Customer
Relationship Management
(CRM)
CRM is an approach that helps
businesses to manage all
customer relationships with
their company.

11. #9 Expected
Wait Time (EWT)
It is an expected time period for
which customers wait in a queue,
from the time a caller is
navigated through IVR till an
agent answers the call.

12. #10 First
Call Resolution (FCR)
It is a metric used to measure the
ability of the call center agent to
resolve the customer needs
properly in the first interaction
itself.

13. #11 Interactive
Voice Response (IVR)
It is an automated telephony
system that helps to interact
with customers automatically
using DTMF tones and speech
recognition technology.

14. #12 Predictive
Dialer
Predictive dialer is an automatic
dialer that uses predictive
analytics and initiates outbound
calls based on agent availability.
It filters busy tones, wrong
numbers, and voice mails.

15. #13 Public Switched
Telephone Network (PSTN)
It is a common carrier network
that allow users to make
telephone calls to one another.

16. #14 Voice
Over Internet Protocol
(VoIP)
It is a technology that helps
users to make voice calls over
the internet.
It helps businesses to boost call
center operations.

17. #15 Workforce
Management (WFM)
It is a set of processes that call
centers use to optimize the
productivity of their agents at
different levels.

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