Management By Walking Around (MBWA): When a manager or supervisor physically walks through the contact center to oversee contact handling and performance.
Marketing Agency: A company hired in an effort to target the most profitable markets, promote awareness, and conversion.
Metric: How performance in a contact center is measured, be is Average Handle Time or Schedule Adherence. Simple a unit of measure for any given performance interval.
Middleware: Software that moderates between hardware and software on a network. This allows the two to work together smoothly.
Mission Statement: A broad, general statement that declares an organization’s aim and how it will go about achieving this.
Modem: Contraction of the terms Modulator/Demodulator. Converts analog signals to digital ones, as well as vice versa.
Monitoring: Observing Agents’ calls in order to evaluate the way a caller was spoken with and how he or she was handled. Also called service operation.
Multichannel: Market strategy that involves using multiple independent channels to reach a customer, such as through brick-and-mortar, catalog, or website.
Multimedia: A combination of different types of communication of information. A regular phone call is dubbed “mono-media,” and a video call is dubbed “Multimedia.”
Network Control Center: The corpus callosum of the Call Center, the network control center monitors real-time working conditions on a site, routes Thresholds when necessary, and coordinates events that will affect impact base staffing levels. Also called a Traffic Control Center.
Network Inter-Flow: A technology used in multi-site Call Center environments
to create a more efficient distribution of calls between sites. Through
integration of sites using network circuits (such as TI circuits) and ACD software,
calls routed to one site may be queued simultaneously for Agent groups in remote
sites. See Call By Call Routing and Percent Allocation.
Next Available Agent: Refers to the first available Agent a contact is routed to in a queue. This is done in order to maintain an equitable workload among Agents.
Noise Canceling Headset: Headsets that minimize background noise in an effort to increase the focus of an Agent dealing with a customer.
Non-ACD In Calls: Inbound calls which are directed to an Agent’s extension, rather than to a general group. These may be personal calls or calls from customers who dial the agents’ extension numbers.
Non-Productive Agent Time: Time for which Agents are being paid but are not on the phones – also called off-phone time. Includes time spent in meetings, training sessions, on breaks, and so on.
Nuisance Call: When no live Agent is available to meet a call, and a live contact is made with a potential customer, dead air space is the result for the customer.
Occupancy: The time, in percentage, an Agent spends logged in and available; the time they spend in active contact handling.
Offered Call: Either answered or abandoned, an offered call is received by the ACD.
Omni-Channel: An extension of the Multichannel approach, emphasizing synergy across channels for an enhanced customer experience. For example, a customer can purchase an item online and then pick it up at the brick-and-mortar location.
Off-Peak: Refers to any period of time in the Call Center that is not extremely busy. It is expected that any work that does not have to do with the phones is accomplished during an off-peak.
Online Review Management: Allows customers to comment on services or products, in turn allowing potential buyers to read reviews and seek out companies based on these online reviews. The brand then manages, curates, and responds to these reviews – protecting the brand.
Open Ticket: A customer contact awaiting completion, meaning it has yet to be handled or negotiated.
Outbound: Contacts made by Agents to reach customers and clients. Includes calls, faxes, emails, or chats. The opposite of Inbound.
Outsourced Call Center: An external institution that may handle all or some of the aspects of the customer service experience, which may include correspondence by phone, email, chat, and social media on behalf of a company or organization.
Outsourcing: Contracting with an outside company to handle some or all of an organization’s contacts with customers.
Overflow: Extra traffic that needs to be routed to another group or site in order to be properly handled. See Interflow, Intraflow.
Pacing Algorithm: A set of instructions used by an automated
Outbound dialer to determine when to initiate a call attempt. System can
speed up the dialing speed when too many idle Agents are detected, or slow down
he pace if too many live answers are unable to be matched up with a live Agent.
Pareto Chart: A bar chart that puts events in order of occurrence and frequency. Used as common method of organizing cause analysis and helps navigate for corrective action.
PBX/ACD: A Private Branch Exchange that is equipped with ACD capacity.
Peak Traffic: When traffic is at its pinnacle for a telecommunications system.
Peaked Traffic: The type of traffic pattern in which pronounced peaks and valleys of call volume occur within an hour or half-hour window of time. In statistical terms, the variance-to-mean ratio of peaked traffic is greater than one.
Percent Allocation: A contract routing strategy used by multi-site Call Center operations. Contacts in the network are routed to various sites based on user-defined percentages.
Performance Standards: An ideal set of behaviors and goals that are aimed at by employees and managers. Goals to be obtained, behaviors to be followed.
Pinterest: A photo based social networking site in which users “pin” ideas on their “boards,” topics include food, art, games, photography, décor, etc.
Point Estimation: When a future prediction is based off of a single point in an enterprise’s history. It doesn’t necessarily account for recent trends and isn’t the most accurate and precise estimation approach because of this.
Poisson: Formula used to calibrate Trunks. Based off of the assumption that callers will keep retrying to get connected if they are unsuccessful the first time, thus resulting in an overestimation of Trunks required.
Pooling Principle: Consolidating resources and moving into that direction results in improved traffic-related efficacy. On the same token, if for any reason there is the opposite of consolidation of resources, traffic-related efficacy will be reduced.
Predictive Dialer: A device used to automate the way Outbound calls are made and direct them to an Agent when a live person answers. Predictive Dialing screens out other responses like answering machines, busy signals or operator intercepts and records the results. The dialer takes into account the number of available Agents, the number of lines, talk time and the likelihood of call results to determine how many calls need to be made to maximize Agent Output. Examples of applications of Predictive Dialing include collections and telemarketing.
Predictive Hang-Up: Before the customer answers, a call is aborted due to the fact that no Agent was available when the call was initiated.
Preview Dialer: For the use of an Agent, a preview dialer is a device that displays an account’s information and phone number on the screen to facilitate the Agent to be able to instruct the caller to dial, or not dial, the call.
Primary Rate Interface (PRI): PRI supplies 23 bearer channels for voice and data and 1 channel for signaling information (23B+D) in the United States. PRI supplies 30 bearer lines (30B+D) in Europe.
Private Branch Exchange (PBX): A telephone exchange positioned on the premises and connected to the public network.
Private Network: An exclusive use of a network made up of circuits for a particular organization or group of associated organizations. These are usual for larger enterprises and can be regional to international.
Process Management: A manner of doing things for the sake of efficacy and efficiency. Includes application of analyses, actions, and tools.
Process Map: A graph that conveys the process of a business from beginning to end.
Progressive Dialer: This displays the account information and phone number on a telephone screen. Considered more automated than a preview dialer but less than a predictive dialer.
Public Relations Agency: A company hired in an effort to establish a favorable image to the public.
Public Switched Network (PSN): The public network which provides the capability of interconnecting any home or office telephone with any other.
Public Switched Telephone Network (PSN or PSTN): The basic connection between two telephones; available to the general public and most widely used.
Quality Analyst: An employee charged with the responsibility of reviewing processes and procedures of a company.
Quality Monitoring: To oversee telephone and screen activities to make sure all is running smoothly and as instructed. One can monitor by sitting next to an Agent or silently.
Quantitative Forecasting: Uses statistical evidence to base predictions of future events off of. Time Series and Explanatory Approaches are the two major sectors of quantitative forecasting.
Queue: Where a call is held until an Agent is available. Equivalent to a waiting line.
QuikStaff: A tool used to calibrate staffing and Trunking requirements in order to ascertain tradeoffs.
Random Call Arrivals: The usual manner in which a Call Center receives calls, not based on any kind of pattern or interval system.
Reader Boards: Also called display boards or wall displays, reader boards are a visual display, usually mounted on the wall or ceiling, that provides real-time and historical information on queue conditions, Agent status and Call Center performance.
Real-Time Adherence: Measures how Agents stick to their work schedule planned for them. The ACD can display real-time statistics to convey the current state of any Agent. An Agent’s Adherence is determined by comparing an Agent’s state to his or her schedule.
Real-Time Data: Compilations of information based on ongoing and current conditions. This could account for calls in queue or the current longest wait. It could also entail the last x-amount of calls or minutes for the sake of making a calculation, like calibrating the service level or average speed of answer.
Real-Time Management: In response to current queue conditions, making adjustments to staffing and Thresholds in the systems and network.
Received Calls: Abandoned from or answered by the Agent, received calls are caught and taken by a Trunk.
Recorded Announcement: While waiting in a queue, callers hear an announcement generally providing information about products or services, requesting patience and giving an approximate wait time or a more opportune time to try calling again.
Recruiter: An employee charged with the responsibility of hiring staff by perusing resumes, conducting interviews, doing background checks, etc.
Reddit: A news and entertainment site, Reddit allows users to peruse pages and pages of posted link or text posts. Users can vote a post “up” or “down,” ranking the post and determining its position on the page.
Redial: On a telephone, dialing a second or third time after a failed first attempt.
Re-engineering: Changing processes dramatically in an attempt to increase efficacy and efficiency of a service.
Remote Agent: An Agent that works outside of the contact center. He or she is usually connected via telecommunications links that provide data pathways. They work on an as-needed basis unless provided a schedule to supplement answering capabilities.
Reporting Analyst: An employee charged with the responsibility of producing content reports based on the information in the systems.
Request for Proposal (RFP): A request made by an organization for a supplier of a service to submit a business proposal which can outline the costs and capabilities of the supplier. The subjects may include company background, core competencies, references, recruiting, training, workforce management, technology, telecom, data security and the business continuity plan.
Response Time: The time elapsed between a transmission ending and a receipt of the response message beginning. This is calibrated at the inquiry originating station.
Retention Rate: The percentage of customers who initially called to cancel their service, but decided not to after speaking with an Agent. Sometimes referred to as Save rate.
Retrial: A caller who, after receiving a busy signal, calls an answering service again in an effort to get help or services.
Retrial Tables: A method utilized to calibrate Trunks and various other system resources required. Based on the assumption that a few callers will try to reach the Call Center again if they receive busy signals.
Revenue Generation: Making money or profit off of a service provided. See also Upselling.
Revenue Metrics: Utilized to calibrate revenue in a Call Center. Necessary for determining revenue allocation and other such matters.
Ring Delay: A setting that adjusts the amount of time a system rings before the call is automatically answered by either an automated attendant or the caller is given a busy signal. This delay is necessary for inclusion when calculating Trunk Hold Time.
Rostered Staff Factor (RSF): The minimum staff needed to reach a required service level and response time objectives. Base staff calibration precedes RSF calibration, and covers breaks, absenteeism, ongoing training, and various other factors. Also called an Overlay, Shrink Factor, or Shrinkage.
Round Robin Distribution: The method of assigning Agents a list of already determined calls. See Next Available Agent and Longest Waiting Agent.
Scatter Diagram: Measuring correlation, a scatter diagram conveys the relationship between two variables. Ranging from -1.0 to 1.0, negative and positive correlation are strongest when closest to the latter and former number.
Schedule: The exact and specified time an employee is to clock in, or be on duty, in order to handle contacts. Accounts for the assigned days and hours an employee works.
Schedule Adherence: How an employee complies with his or her scheduled work times, including start, stop, break, and time off.
Schedule Exception: Accounts for meetings, ongoing training, absenteeism, unscheduled breaks, and other such activities unplanned in an employee’s work schedule.
Schedule Horizon: The amount of time between a schedule creation and its cycles. Depending on the employee and the Call Center, schedules can be created on a weekly basis or maintain horizons longer than six to twelve months.
Scheduled Callback: Between an Agent and a caller, a scheduled callback is an established time for a redial.
Scheduling: In an effort to ascertain and maintain the right amount of people working at all times, a Call Center assigns Agents to weekly schedules.
Screen Monitoring: If necessary, screen monitoring authorizes a supervisor or manager to oversee activity on computer displays and terminals of Agents. Commonly used for newer Agents.
Screen Pop: Enables corresponding data to an incoming call to present itself on a computer screen, provided by IVR, ANI, and CTI technology.
Screen Refresh: Accounts for the rate at which live-streaming content is updated on an Agent’s display, usually five to fifteen seconds. It does not correlate with time-frame for real-time calculations. See Real-Time Data.
Script: To assist an Agent in handling a contact, a written script entailing correct wording and logic aids is used. Also assists in the maintenance of focus on the content of the contact.
Seasonality: The fluctuations of business levels from one time period to another. These influxes are predictable due to experience and depend on the nature of an organization.
Segmentation: Compartmentalizing customer contacts into various categories, dependent upon perhaps value or relation. Each category is treated differently. Higher value customers may receive more rapid answer than lower value customers, and so on.
Service Bureau: A company that handles Inbound or Outbound calls for another organization.
Service Level: Conveyed as the speed of answer, service level accounts for the percentage of calls to be answered within some number of seconds. Often obtained at some percentage.
Service Level Agreement: An interdependent agreement entered into by two or more organizations or businesses that delineates which aspects of services will be provided for each other.
Service Quality: How well a call is dealt with. Consistency, amiability, greeting, and the ability to complete a call are all factors of service quality.
Shrinkage: Obtained as a percentage, shrinkage is the paid time that staff aren’t available to take calls. Factored into staffing requirements, shrinkage accounts for breaks, meetings, training, off-phone activities, paid leave, and so on. This allows sufficient staff to be scheduled in order to meet service goals.
Silent Monitoring: Enables a supervisor or manager to oversee a call between an Agent and a caller in action. Neither party is aware of any monitoring. Silent monitoring is used to ascertain training needs and performance quality.
Single Point Of Failure: When the success of a project or process is inhibited by a single element.
Six Sigma: Developed by Motorola, Six Sigma is an attempt to gain control of a process and drive down defects for the customer.
Skill-Based Routing: Rather than using the first available Agent, skill-based routing transfers a call to an agent that is considered the best to deal with the specific needs of a caller.
Smooth Call Arrival: In a perfect model, smooth call arrival represents calls arriving evenly and “smoothly” across a specified period of time. In a real Call Center, this is virtually nonexistent.
Snapchat: A mobile app that allows users to send pictures to each other only visible for a few seconds, systematically deleting the picture sent.
Social Media Agent: A specialist able to communicate via social media.
Social Media Analytics: Collecting and processing data from social media websites in an effort to discern provide actionable insight. May include sentiment, share of voice, engagement and other metrics.
Social Media Analytics Platform: A Software as a Service (SaaS) hired by a business in which specialists compile data of a brand mention and overall online morale of a business’ brand. Often a listening, analytics, and management platform are integrated in a single site.
Social Media Brand Care Specialist: A specialist able to communicate via social media that is also well equipped with the knowledge concerning a brand.
Social Media Certification: Becoming certified in social media for business. There are a growing number of accredited organizations that offer these types of certifications. The certifications are not held with as high a regard as Project Management Professional Certification or others due to the newness and fast-paced nature of social media.
Social Media Company: A company that deals with a networking platform in which people can connect and communicate. Facebook, Tumblr, and Reddit are all social media companies.
Social Media Consultant: A specialist referred to for businesses; he or she is able to offer advice and information concerning social media.
Social Media Customer Care: Using social media (Twitter, Facebook, etc.) to interact with customers, geared toward building strong brand confidence for the customer through quick and effective responses to online queries.
Social Media Customer Service: The interaction between a customer and a particular brand on social media. A channel, similar to emails, phone calls, and chats, that facilitates customer service.
Social Media Dashboard: A tool used to organize all the social media sites a business may utilize to spread brand reputation and analyze customer reactions. It brings everything together in one place. This may also refer to an analytics dashboard for quick access to key social media metrics in one place.
Social Media Education: Acquiring knowledge and skills that deal with social media; realizing that there is more to it than Google search, and that it is an integrated, complicated process.
Social Media Engagement: An effort to mobilize users to mention brands and communicate with customer care specialists via social media.
Social Media Escalation Protocol: Defines how a brand specialist should respond to and or escalate a given issue concerning mention of a brand online.
Social Media Firm: A social savvy company designed specifically to provide services dealing with social media. May focus on Marketing, Public Relations, or Customer Service.
Social Media For Business: Integrating online resources and communication via social media platforms in order to further business development, customer acquisition, and increase lifetime customer value among other goals.
Social Media Listening: Monitoring social media by means of investigating and tracking what is being said about a brand or company.
Social Media Listening Platform: A Software as a Service (SaaS) hired by a business in which specialists monitor mention of a company’s brand online.
Social Media Listening Tool: A wide array of software and analysis options exists to monitor social media for a brand or company.
Social Media Management: An effort to regulate social media use in a business concerned with maintaining an appropriate image.
Social Media Management Platform: A Software as a Service (SaaS) hired by a business to facilitate the management of a brands social presences including engagement, marketing, public relations, and customer service.
Social Media Management Software: Software specifically designed to maintain and manage social media with regards to a business.
Social Media Manager: The role of a specialist involved in monitoring social media sites for brand mentions and measuring the presence of the brand itself. The manager may be responsible for teams of social media Agents.
Social Media Measurement: An active monitoring leading to the measurement of blogs, news, and social networking sites concerning a brand or business.
Social Media Monitoring Software: Software designed specifically to collect data on, manage, and regulate social media sites and brand mentions on those sites.
Social Media Project: A collaborative undertaking that has to do with a social networking site (i.e: a Wikipedia article, a WordPress blog, etc.).
Social Media Reporting: After data is collected concerning brand mention on social media sites, reports are created, analyzing the data thoroughly.
Social Media Response Guidelines: Delineate how a customer service care representative or specialist should respond to online complaints or mentions of a brand.
Social Media Response Protocol: Appropriate response options and combinations for brand specialists based on whether a mention of a brand is negative, positive, or erroneous.
Social Media Response Time: The time it takes a brand specialist to respond to a brand mention online.
Social Media Risk Management: Main risks involving social media involve brand reputation, compliance violations, and release of confidential information. Risk management is the effort of an organization to minimize these issues, usually involving an integrated team of social media specialists to monitor these sites and respond to mentions of their brand.
Social Media ROI: The return on investment of social media. Can be calculated in monetary return, brand awareness, customer satisfaction, retention or other metrics.
Social Media Software: A Software as a Service (SaaS) platform which facilitates the use of social media.
Social Media Strategy: A high level plan to achieve set goals on social media. Supported by social media tactics.
Social Media Tools For Business: Various Software as a Service (SaaS) tools that fulfill a business objective. May require a paid subscription, but often they have freemium models as well.
Social Media Tracking: The process of tracking and trending social media occurrences in reference to a brand.
Social Media Training: Teaching social media practitioners the strategies, tools, and tactics necessary to fully leverage social media for the benefit of a brand.
Social Network: Internet based media platforms that facilitate intercommunication and geared toward staying in touch with people not physically in the area. Other uses include (but are not limited to) brand promotions, common interests, and social movements.
Social Presence: A brand’s maintained properties on social networking sites and how users perceive the brand.
Social Service Level: A specified contract or agreement between the customer and the company defining what each party receives in terms of social media and channels, specifically relating to the timeliness of response.
Speech Analytics: Recording and analyzing calls, often utilizing speech recognition software, in an effort to better understand the needs of the customer, evaluate the knowledge and skillset of your customer service representatives and lastly to optimize customer interactions.
Speech Recognition: In the case of an automated attendant and various other voice processing systems, speech recognition entails ciphering spoken words and phrases to enable interaction at some level.
Speed Of Answer: Calibrates the time a live answer is awaited for by a caller for an Agent. Service level and average speed of answer (ASA) are both factors in speed of answer.
Split: Part of an ACD routing division, split calls allow specified groups of employees to deal with certain transaction types. Dependent upon the needs of callers and services provided.
Staff-To-Workload Ratio: A ratio entailing the comparison of staff hours to the hours of call workload. Simply divide the people available to handle calls by the hours of workload within an hour.
Staggered Schedules: Instead of start times being on the hour, start times stagger every fifteen or twenty minutes on the hour.
Stakeholder: Someone who holds a share or an interest in an organization or place of business. Clients, customers, managers, Agents, and other various people can be stockholders.
Supervisor: The person that typically has first-line responsibility for the management of a group of Agents. Responsibilities include monitoring and measuring performance, coaching, assisting with difficult or escalated calls, and perhaps training and scheduling tasks.
Talk Time: The time between an Agent answering and an Agent disconnecting a call.
Tech Support (Technical Support/Help Desk): Assisting the customer in resolving a range of technological issues, such as troubleshooting technology and/or maintenance of software systems in an effort to resume continuity and maximize technical performance.
Telecommuting: Communicating with a telephone and/or a computer system in order to perform job duties. Without travel to and from work, an employee utilizes telecommunication to relay with the office.
Teleconferencing: Needless of travel to and from a location in order to conduct a business meeting, or just communicate without traveling, teleconferencing enables a conference between people not near each other. A telecommunications system keeps a business in contact with physically unreachable contacts.
Telemarketing: A technique utilizing Outbound telephone calls to market a certain product, sale, promotion, or anything of the like.
Telephone Service Factor (TSF): A calibration dependent on an equipment manufacturer. Composed of a percent of calls answered in a defined number of seconds. In the context of an answering service, TSF can be used to ascertain whether or not goals have been met.
Telephony Applications Programming Interface (TAPI): A combination of telephony and computer services. Enables faxing, voice calling, dialing, answering, hanging up, holding, transferring, conferencing, and other such basic functions.
Telephony Services Application Programming Interface (TSAPI): Similar to TAPI in that it consists of control commands, voicemail, call logging, and using a Network server. However, TSAPI us a server-based system.
Threshold: Maximum agreed upon time that calls should remain in the queue. The industry standard is that 80% of calls should be answered within twenty seconds. (80/20)
Tie Line: Keeps ACDs or PBXs connected across wide areas that usually cannot sustain such connections.
Time Series Approach: By analyzing past data, effects of trend rates, and seasonal factors, a Time Series Approach to analysis helps to forecast future events relevant to the Call Center.
Toll-Free: Making a call without charging a fee for a possible long-distance situation. 800, 866, 888, and 877 dialing codes are all toll-free numbers.
Traffic Engineering: In an effort to meet user requirements, traffic engineering facilitates smooth functioning.
Traffic Study: Determines levels of Inbound and Outbound calls (traffic) that a Call Center is currently dealing with. Local and long-distance calls are included in the count of contracts that that study consists of. New system requirements are ascertained by using this data to foresee future traffic.
Transmission Control Protocol/Internet Protocol (TCP/IP): Originally created to link contrary computers across various networks, TCP/IP are now common standards for commercial equipment and applications. In essence, TCP/IP govern the correspondence of sequential data.
Trend Rate: In general, the rate of change anything can undergo from point A to point B. Contextually, the trend rate is calibrated as monthly/annual growth rate.
True Calls Per Hour: The number of actual calls and individual or group dealt with divided by occupancy for that period of time. See Occupancy.
Trunk: In the case of a Call Center, a Trunk is a single conveyance channel between a caller and its receiver, or just two points.
Trunk Group: More than one Trunk provided by the local telephone company or various other carriers. Before a busy signal gets back to the caller, most Trunks in the group will be in use.
Trunk Hold Time: How long a Trunk is on a specific call. This is measured from the first ring to the moment a call is ended.
Tumblr: A site in which users create his or her own micro-blog comprised of posted texts, images, and audio files.
Turnover: In the case of employees, how often, on average, they leave a business they began working for. See Attrition Rate.
Tweet: A post consisting of 140 characters on Twitter.
Twitter: A fast-paced micro-blogging platform where users post (Tweet) a maximum of 140 characters. Users acquire followers, respond to Tweets, and can Hashtag or include followers in their posts.
Twitter Complaint: A post via Twitter conveying dissatisfaction.
Twitter Direct Message (DM, @Reply): A private message on Twitter.
Twitter Follower/Following: On Twitter, a follower is able to see someone’s Tweets in their feed; following someone means you can see their Tweets in your feed.
Twitter Retweet (RT, @Reply): Posting someone’s exact Tweet via Retweeting in an effort to agree with the original post, attributing the post to them as well.
Unavailable Time: The times in which an Agent will not be able to take or make any calls with customers or contacts. Breaks, lunches and corollary time for managing and processing administrative work are all components of Unavailable Time.
Uniform Call Distributor (UCD): A smoother, more consistent manner of allocating calls to Agents. Due to predetermined logic, UCD is generally incapable or routing calls based on real-time traffic load. See ACD, essentially its opposite.
Universal Agent: An Agent that can deal with several different types of contacts and can usually oversee any type of call, offer advice, and aid in the handling of various customers.
Upselling: In an effort to accumulate more revenue, Agents will offer more service opportunities or a supplementary/complementary product.
Username: An alternate identifier used uniquely for a computer system or social networking site.
Variance-to-Mean Ratio (VMR): The amount of variance from highest point to the lowest point within the hour or half-hour compared to the average for the period. A high VMR (>1) indicates peaked traffic; a low VMR (<1) indicates smooth traffic; and a VMR=1 indicates random traffic arrival.
Viral: Refers to when a video or advertisement is rampant on the internet and circulated very quickly. Usually stated as, “going Viral.”
Virtual Call Center: Enables network and Agent resources to be located in separate locations but facilitates functioning as if these are all in the same location.
Visible Queue: When a caller is informed by a system announcement or some other automated announcement about an expected wait time. This allows a caller to choose to wait or abandon a call, but they know either way approximately how long a wait time would be.
Voice Of The Customer (VOC): The aggregate evaluation of the customer’s needs and expectations, which can be gauged through feedback from customers, customer service representatives and by listening to call recordings.
Voice Processing: The system used widely in a Call Center that facilitates voice storage, computer speech, and a computer’s reaction to human speech.
Voice Recognition System: A telephone system using speech recognition to activate equipment that dials telephone numbers automatically. May be speaker-dependent
Voice Over Internet Protocol (VoIP): A system that is able to transmit telephone data to the internet, thus making the internet a source of communication in the same way that a telephone is. This facilitates callers to bypass the telephone entirely, and use a free network to make long-distance calls.
Voice Response Unit (VRU): Also referred to as Interactive Voice Response Unit (IVR). A device which automated retrieval and processing of information by phone using touch tone signaling or voice recognition to access information residing on a computer to give a response. The response may be given by a recorded human voice or a synthesized (computerized) voice.
Wanelo: A site similar to Etsy.com in which consumers can view and purchase merchandise.
Wide Area Network (WAN): By using digital data circuits, a WAN connects multiple computers across an expansive area.
WordPress: A site in which users create his or her own blog, posting images and text for other users to browse.
Workflow Management: Delineates the way in which a task is performed. Tasks are analyzed and broken down in an effort to compartmentalize discrete steps and ascertain what the next steps should be.
Workforce Management: In a perfect model, workforce management represents having the exact number of Agents needed at the exact times to answer correctly forecasted amounts of calls, all the while keeping costs at an absolute minimum.
Workforce Management System: A system charged with the tasks of creating staff schedules, determining staff requirements, forecasting calls, and tracking performance of Agents. This system is automated, thus cutting the time and cost of hiring employees to do this.
Workforce Planner: The employee charged with the responsibility of ascertaining workload and creating schedules for Call Center employees that minimizes costs and maximizes productivity.
Workload: The combination of time on calls and the work done after a call. It can also be the combination of ring time, delay time, and conversation time. The former is more geared toward Agents while the latter is more geared toward Trunks.
World-Wide Web (WWW): An internet capability that allows users to access the internet in a graphical manner, making things more visual and easier to understand.
Wrap-Up Codes: Agents enter codes into the ACD in an effort to ascertain what type of calls they are dealing with. Reports can be generated by call types, handing time, and time of day.
Wrap-Up Time: Consists solely of the time that an Agent spends doing After-Call Work. Does not deal with meetings or breaks of any sort, only with the call and the work directly related to it afterward.
Yellow Pages (YP): Based on location, Yellow Pages is a local search, media, and advertising company.
Yelp: Based on location, Yelp allows users to search for various services offered in the specified area.
Zip Tone: Indicate the arrival of a call as well as the possible monitoring of a call. Also called a Beep Tone.
[Sources: Call Center Staffing (The Call Center School Press), Call Center
Management on Fast Forward (Call Center Press), Call Centers for Dummies (Wiley)]