VoiceSpin Call Center Glossary

Need help understanding call center terms? To make things easier, we’ve listed all the popular call center terminologies, acronyms, and abbreviations in our glossary.

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

A

ACD (Automatic Call Distribution)

Efficient management of incoming calls is key to providing quick issue resolutions, balancing agent workloads, and maintaining high levels of...

ACW (After Call Work)

After Call Work (ACW) plays a crucial role in maintaining efficient call center operations, improving agent performance, and delivering excellent...

Agent Idle Time

Though call center managers are always looking for ways to maximize the efficiency and productivity of the agents, idle time...

Agent Scorecard

Call center agents are at the frontline of your call center operations. Staying on top of your team’s performance helps...

Agent Utilization

Along with other critical call center metrics and Key Performance Indicators (KPIs), call center agent utilization is an important metric...

AI Phone Answering System

Artificial Intelligence (AI) has already significantly transformed the way businesses interact with their customers and prospects across channels. AI phone...

AI Receptionist

Despite the rise of digital communication channels, voice communication remains the cornerstone of customer service interactions for many businesses across...

AI Virtual Agent

AI virtual agents are known by many names – often called AI voice assistants, virtual assistants, AI voice agents, conversational...

ANI (Automatic Number Identification) 

In inbound call centers, the more information agents have about callers, the better customer service they can provide to them,...

AQM (Automated Quality Management)

With the recent AI adoption and advancements in communication technologies, automation is now at the core of many operations and...

ASA (Average Speed of Answer)

Average Speed of Answer (ASA) is one of the key metrics call centers should pay close attention to in order...

ASR (Automatic Speech Recognition)

Automatic Speech Recognition is a valuable technology that is currently being actively implemented and used in call centers and contact...

Automated Phone Calling System

Automated phone systems that allow placing automated phone calls and delivering pre-recorded voice messages or text messages to large groups...

B

Blended Agent

Blended agent meaning A blended agent in a contact center refers to a contact center representative who handles both inbound...

BPO (Business Process Outsourcing)

BPO (business process outsourcing) call centers and contact centers have become a popular solution for businesses and organizations looking to...

C

Call Abandonment Rate

Call Abandonment Rate is a critical measure of both customer satisfaction and operational efficiency in the call center environment. This...

Call Audit

Conducting regular call audits is a critical part of the call center Quality Assurance and overall call center audit process....

Call Avoidance

Given the typically stressful nature of call center jobs and having to consistently deal with an overwhelming number of customer...

Call Calibration

Call calibration is a critical component of Quality Assurance (QA) in a contact center, helping managers get valuable insights into...

Call Center Agent

Call center agents play a significant role in managing customer communications, maintaining customer satisfaction, and a brand’s reputation by providing...

Call Center App

Today’s call center software solutions aren’t merely traditional software systems installed on desktop computers/ laptops or accessed through a web...

Call Coaching

Regularly and consistently coaching call center agents is crucial to cultivating and maintaining an efficient team of customer service professionals....

Call Disposition

Documenting the outcome of every call, whether inbound or outbound, is critical for call centers. Call disposition codes help you...

Call Monitoring

Call monitoring is one of the essential call center software features that help ensure call centers provide the highest level...

Call Queue

Along with call routing, call queuing makes it easier for call centers to manage high inbound call volumes by reducing...

Call Routing

Call routing is the foundation of providing an excellent customer service experience and maintaining high customer satisfaction levels in call...

Call Tracking

Many businesses in various industries are relying on inbound phone calls to capture leads and acquire new customers. Without being...

Call Volume

Call volume is one of the most critical metrics call centers should always keep an eye on. High call volumes...

Call Whisper

Call whispering is a valuable feature for call center managers and supervisors that is often offered by call center software...

Caller ID

Caller ID (Caller Identification) is a critical call center technology for both inbound and outbound call centers. In inbound call...

CAR (Call Answer Rate)

What is Call Answer Rate? Call Answer Rate (CAR) is a call center metric that shows the percentage of answered...

CCaaS (Contact Center as a Service)

Due to increased flexibility, scalability, and cost-efficiency, cloud-based contact center solutions are becoming increasingly popular among businesses and organizations across...

Compliance

Call center compliance regulates call center operations and the way call centers interact with customers and handle their sensitive personal...

Cost per Call

Along with other critical inbound and outbound call center metrics and KPIs (Key Performance Indicators), cost per call is an...

CPaaS (Communications Platform as a Service)

Communications Platform as a Service (CPaaS) offers easy integration of communication services like voice, video, and messaging into your existing...

CSAT (Customer Satisfaction Score)

CSAT (Customer Satisfaction Score) is one of the metrics businesses, including call centers, use to measure the overall level of...

CTI (Computer Telephony Integration)

CTI, or Computer Telephony Integration, enables a range of features and capabilities that are at the core of running a...

D

Dialer (Auto)

Auto dialers are essential tools used in outbound call centers, primarily by sales and customer service teams. Without having to...

Dialer (Hosted)

What is a Hosted Dialer? A hosted dialer, also known as a cloud-hosted dialer or a cloud-based auto dialer, is...

Dialer (Predictive)

What is a Predictive Dialer? A predictive dialer is a type of auto dialer designed to automate the dialing process...

DID (Direct Inward Dialing)

Direct Inward Dialing is a valuable telecommunications feature of a business phone system. Thanks to Direct Inward Dialing, businesses can...

DNIS (Dialed Number Identification Service)

DNIS (Dialed Number Identification Service) plays a crucial role in the contact center environment, enabling call centers to develop an...

E

Escalated Call

Escalated calls are inevitable in call centers, given the nature of customer service interactions. Call escalations can directly affect other...

F

FCR (First Call Resolution)

The primary goal of any call center is to deliver a consistently high level of customer service and satisfy customers’...

FRT (First Response Time)

When customers reach out to businesses with inquiries or support requests, they naturally expect a quick response time from customer...

H

Hosted Contact Center

Unlike on-premises solutions, hosted contact centers provide businesses and organizations with a more flexible and cost-efficient way to manage their...

Hosted PBX Phone System

Businesses have been using traditional PBX (Private Branch Exchange) systems for decades; however, hosted PBX solutions are gradually becoming more...

I

Inbound Call

Handling inbound calls from existing or potential customers is the primary function of inbound call centers. A business may receive...

Inbound Sales Representative

Inbound sales representatives are key players in inbound sales, helping businesses sell their products or services and convert inbound leads...

IVR (Interactive Voice Response)?

IVR, or an Interactive Voice Response system, is an essential call management feature of call center software solutions. From routing...

IVR (Outbound)

Interactive Voice Response (IVR) technology is a powerful tool used in the call center environment. While IVR systems are typically...

L

Local Presence Dialing

A low call answer rate is a common challenge for outbound call centers. While that may occur due to several...

M

Multichannel Contact Center

The increased adoption of digital communication channels, such as live chat, social media, and Instant Messaging apps like WhatsApp, and...

O

Outbound Call

Outbound calling is an important part of a company’s marketing and sales strategy that can help increase brand awareness, and...

Outbound Sales Representative

In the fast-paced and highly competitive world of B2B, outbound sales remain one of the two key sales strategies many...

P

Phone Number Masking

Phone number masking is an essential VoIP feature that is leveraged by businesses to protect the privacy of personal contact...

Q

Queue Callback

Queue callback is an efficient way for contact centers to improve customer satisfaction and customer experience by allowing incoming callers...

S

Schedule Adherence

Call centers use a variety of metrics and KPIs (Key Performance Indicators) to measure the overall efficiency of call center...

Screen Pop

Screen pop is a valuable call-handling feature of contact center software solutions that displays critical customer information on the agent’s...

Sentiment Analysis

Customer sentiment is rapidly becoming one of the most critical metrics to measure in call centers and contact centers. Understanding...

Service Level

Along with other critical metrics and KPIs, Service Level is a cornerstone indicator of your customer service team’s ability to...

Shrinkage in Call Center

For today’s consumers, getting their calls answered in a timely manner and receiving quick support without having to spend much...

SIP Trunking

As more businesses and organizations seek to reduce communication costs, SIP trunking is increasingly gaining more popularity. SIP trunking enables...

Supervisor in Call Center

While call center agents handle inbound and outbound calls and interact with customers and prospects, call center supervisors oversee a...

V

Virtual Agent

In the era of digital transformation, contact centers have evolved to keep pace with rising customer expectations. A significant trend...

Voicemail

Voicemail is an important feature for both inbound and outbound call centers that can help improve customer satisfaction and enhance...

VoIP Phone System

As communication technologies continue to evolve, VoIP phone systems are becoming increasingly popular and widely used across businesses of sizes...

W

Warm Calling

Outbound calling has always been an effective sales technique for businesses in the B2B sector, enabling them to generate leads,...

WebRTC

As contact center technologies are rapidly evolving, driven by technology innovations, WebRTC has become increasingly popular in the contact center...