You must know terms of call center software


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You might not want to agree, but in our daily lives, we use abbreviations and terminologies without knowing their proper meaning or usage. Other times, we might be familiar with the terms, but fail to realize that person we are speaking to might be clueless with those words. In a call center, having in-depth knowledge about call center jargon is critical for agent success. In this video we will discuss few frequently used terms in call center industry




1-    Unified messaging: Unified messaging is a business term for the integration of different electronic messaging and communications media
2-     IVR: Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via a keypad
3-    Database: A database is a collection of information that is organized so that it can be easily accessed, managed and updated
4-    CRM: Customer Relationship Management (CRM) is an approach that helps businesses improve existing customer relationships and acquire new customers faster.
5-    ACD System:  is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization.
6-    Predictive dialer: A predictive dialer is an outbound calling system that automatically dials from a list of telephone numbers
7-    Voice logger: A voice logger is a device or program used to record audio information from telephones, radios, microphones and other sources for storage on a computer's hard drive or removable media
8-    Average Handle Time:  AHT is the average time it takes to handle a call or transaction from start to finish.
9-    Abandoned Call Rate: the abandon call rate is the percentage of inbound phone calls made to a call center or service desk that is abandoned by the customer before speaking to an agent.
10-    Blended Call: Blended calling is a mixture of inbound and outbound calls. It helps call center to deliver customer service through multiple channels 
11-    Voice over internet protocol:   Voice over Internet Protocol (VoIP) is a method and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol  networks, such as the Internet