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Speech RecognitionAs with an automated attendant and other voice processing systems, speech recognition entails automated identification of spoken words and phrases that enable interaction with the caller. The benefits of outsourcing include delegating the costly and time-consuming efforts dedicated to hiring, training, quality assurance and staffing, while creating the opportunity to focus your time on customer service strategy, insights and the performance of your business. ComplianceThe act of fulfilling official or government requirements and regulations in the call center. The description may include information such as job title, purpose, responsibilities, tasks, working conditions and designated supervisors. Warm TransferWhen a Brand Specialist talks to a caller, but then escalates the call to another Brand Specialist or supervisor for further assistance. The message may provide general information about products or services, indicate heavy call volume, provide estimated wait time, or request callback during off-peak hours. The next interaction in is routed to the next available Brand Specialist on the skillset list. Webchat (Chat)A technology that allows users to communicate in real time by way of web interfaces. Available StateDescribes a Brand Specialist’s status while signed into the automatic call distribution (ACD) system and ready to take a call. Often used in reference to the visual representation of data driven insights. It is the sum of all handle times, including hold time, talk time and after-call work time. Best PracticesProcedures or methods that are accepted as the most effective to achieve an objective. refer to: See: adduce , allude , appeal , ascribe , bear , cite , concern , connote , consult , denote , involve , mention , specify , state Also known as Brand Specialist or agent in a contact center. Even in the Global North, some regions within the developed countries live in conditions that resemble the conditions of the Global South. Includes call recording, quality assurance, workforce and analytics. This is usually done by scanning the documents. Maximum Delay to AbandonThe longest time a customer waited without being connected to a Brand Specialist before hanging up, or disconnecting, the call. SMSShort message service, or text messaging, for mobile phone users. A point estimate of supporters is .75. PRI supplies 30 bearer lines (30B+D) in Europe. Contact Center OutsourcingContact center outsourcing refers to the business strategy of partnering with an external company to manage customer contacts. Social Media TrackingThe process of tracking trending social media occurrences in reference to a brand. Cost Benefit AnalysisA study quantifying the costs and benefits of a decision or project over a specified period of time, as well as the costs and benefits of the alternatives. See text. Command CenterA group within a call center program that has responsibility for such workforce management functions as real-time schedule adherence, agent skilling, scheduling, forecasting and reporting. Peer-to-Peer PlatformA service that lets two individuals interact directly online without a go-between. This may be used when demand far exceeds planned forecast. For example, when a caller inputs an account number on the keypad of their phone, the number is sent to a data system, where it is matched to existing data. SkypeA service that provides calling and videoconferencing over the internet. Mission StatementA broad, general statement that declares an organization’s aim and how it will go about achieving it. Agent UtilizationMeasured as a percentage or in raw time, utilization compares a Brand Specialist’s in-call and/or after-call work time to their total logged or clocked time. Brick and MortarThe physical building or facilities in which a company does business, as opposed to online or virtual operations. Screen PopThe delivery of corresponding data associated with an incoming call that is presented on a computer screen, provided by interactive voice response (IVR), automatic number integration (ANI) and computer telephony integration (CTI) technology. Blended Call CenterA call center handling a mix of different contact types, such as inbound and outbound calls, emails, chats, social media and SMS. 3 There are many ethnic groups in the United States, due in large part to its immigrant population; each of these groups contributes to America’s cultural heritage. Telephony Applications Programming Interface (TAPI)A combination of telephony and computer services that enables voice calling, dialing, answering, hanging up, holding, transferring, conferencing and other functions. A way to bypass the guilds that control the manufacture of goods. Response time can refer to contacts that don’t have to be handled immediately, such as email, and can be expressed as follows: 99 percent of contacts handled within X minutes or hours. Average Delay to AnswerMetric used to calculate the average time a call remains in the queue until a Brand Specialist has picked it up. The term service level also commonly refers to the specific metric measuring the percentage of calls answered within a predetermined time threshold. It encompasses a comprehensive process that integrates transactions conducted in a retail outlet or online through the channel of choice (Website, App, Social Media, SMS). Caller IDDisplays a caller’s information on the telephone or on a separately attached screen. 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. It is important to measure versus calls where immediate customer hang-ups do not reflect an adequate opportunity for performance.Abandoned Before ThresholdA key performance indicator (KPI) measuring number of calls disconnected before reaching a previously established time threshold.Abandoned CallA phone call that … FlowchartA step-by-step diagram that is used to document a process. Healthcare call centers support a number of different functions, which can include appointment scheduling; nurse triage; physician answering service and on-call services; pharmaceutical services; member and physician services; and coordination of benefits, among many others. Adherence is determined by comparing a Brand Specialist’s active state to his or her schedule. See percent allocation and network inter-flow. Call Center AttritionBrand Specialist turnover in the call center environment. Trend RateNumerical data that can be plotted on a graph and shows change over time, or the rate of growth. Anyone can comment and like a photo. Traffic engineering is based on first attempt traffic, as compared to offered or carried load. The term’s usage has risen as marketers work to target millennials as consumers, and as psychologists and sociologists work to understand them as people. Funnel ForecastingThe process of starting with an annual forecast and narrowing the scope to a smaller monthly, then weekly, then daily, then half-hour forecast. Usually stated as, “going viral.”. Long-Distance CallsA phone call made outside a specified local area with a toll applied. This allows a caller to choose to wait, abandon a call, or request a callback. Direct posts on one’s page can only be made and received by Facebook friends, facilitating more privacy than on Twitter. (800/40=20). The term "inlet mode" refers to a suction state with positive inlet pressure in which the pumped medium is supplied from a point located above the pump's suction port and which is in contact with the atmosphere (open system). Reader BoardsAlso called display boards or wall displays, reader boards are visual displays, usually wall-mounted, that provide real-time and historical information on queue conditions, Brand Specialist status and call center performance. The ACD recognizes an incoming call and scans for predetermined identifying information. Scheduled CallbackBetween a Brand Specialist and a caller, a scheduled callback is an established date and time for a redial. After-Call Work (ACW)The Brand Specialist activity that directly follows a call, email, chat, social media or SMS inquiry. Contact Center ManagementAs defined by the International Customer Management Institute (ICMI), the art of having the right number of properly skilled people and supporting resources in place at the right times to handle an accurately forecasted workload, at service level and with quality. Public Switched Network (PSN)The aggregate of the world’s circuit-switched telephone networks that are operated by national, regional, or local telephony operators, that provide the infrastructure and services for public telecommunication. These duties can be allotted to improve utilization. One of three levels of value in the call center, according to the International Customer Management Institute. A rise in prices that is linked to a sharp increase in the amount of money available. If a company makes and sells its products within the same nation, using materials purchased from the local area, then it can be said that the company is a domestic company. Reporting AnalystAn employee responsible for producing content reports based on information captured in the call center’s systems. Flushing Out the QueueThe redirection or rerouting of callers to a different group to avoid a lengthy queue, giving callers the opportunity to be connected and speak with a Brand Specialist in less time than the original queue. Learn why our US based multichannel call center is PERFECT for your company! TCP/IPSee transmission control protocol/internet protocol. InstagramA social media photo-sharing app available for download on smartphone and tablet devices. Retention Rate, EmployeeThe percentage of employees who remain with a company during a specified time. Customer JourneyThe total of all experiences a customer has during their interactions with a company or Brand, as opposed to the experience from one contact for a single transaction. Last-Mile DeliveryThe final segment of a shipment’s journey to the customer. Blocked CallA call that is unable to be completed because of a busy condition. DashboardA display of data indicating an overview of key performance indicators. Contract StaffingA service used by call centers in which staff from separate sources are employed to work in the call center. Logged OnThis indicates that Brand Specialists have signed on, even though they may or may not be able to receive calls. Promotional CadenceThe frequency or pattern of business driven by marketing. In the context of a contact center, TSF can be used to ascertain whether goals are being met. Necessary for determining revenue allocation. The benefits of outsourcing include delegating the costly and time consuming efforts dedicated to hiring, training, quality assurance and staffing, while creating the opportunity to focus your time on customer service strategy, insights and the performance of your business. Our brand passion drives every customer experience and is backed with top-rated technology, advanced performance management, reporting and analytics. Composed of a percentage of calls answered in a defined number of seconds. Long-distance calls are provided within the local or regional area. Application-Based Routing and ReportingThe capability of the automatic call distributor (ACD) to route and track transactions by type of call, or application (sales or service, for example), versus the traditional method of routing and tracking by trunk group and Brand Specialist group. Money or wealth used to invest in businesses or enterprises. It is based on the assumption that callers will keep retrying to get connected if they are at first unsuccessful, which can result in an overestimation of trunks required. People use the term to describe all sorts of virtual interfaces that create digital realities. AIArtificial Intelligence. The formula to determine the number of FTE positions required for a specific program: Total FTEs equals total number of scheduled work hours divided by number of hours one full time person will work per week. This also applies to situations in which a call cannot be resolved at the first point of contact and must be passed to a representative with additional permissions or resources to better assist the caller. World-Wide Web (WWW)A protocol that allows for the cataloging of internet content. TeleconferencingThe ability to conduct a conference or business meeting with two or more people who are not near each other. Includes calls, emails and chats. In the past, global marketing was mainly the domain of multinational corporations. Global ResponseGlobal Response is The Brand Call Center. At Global Response, your brand is our passion. Some may start at the switch level, before the call reaches a recorded message and others may start the count after. Executive SummaryA short, concise statement defining the key objectives of a report. TumblrA social media site in which users create his or her own micro-blog comprised of posted texts, images and audio files. RecruiterAn employee with responsibility for hiring staff by collecting and evaluating resumes, conducting interviews, completing background checks and recommending qualified candidates. Globalization has accelerated since the 18th century due to advances in transportation and communication technology. During this time the caller may be listening to delay announcements. A global business is an organization that carries out its business activities throughout the world. Extended Erlang B builds on this methodology by accounting for retries on blocked calls. Local Exchange Carrier (LEC)Provides local phone call service and calling capacities. Quality AnalystAn employee or consultant with responsibility for reviewing processes and procedures of a company. Call Center Service LevelCan refer generally to agreed-upon levels of service in either an outsourced or internal call center environment. Customer Effort Score (CES)A customer satisfaction survey used to measure the degree of effort the customer felt they had to expend to resolve their issue. Open TicketA customer contact that is awaiting completion. Conducted in conjunction with call monitoring and quality assurance evaluation sheets to assist in identifying opportunities for improvement. Outsourcing Medical Call CenterMedical call center outsourcing refers to the business strategy of partnering with an external healthcare company to manage customer contacts. The term Global South is a dynamic term that does not consider geographic locations, meaning that, members of this grouping who reach a certain development threshold may cross over to the Global North. The rules detail safeguards that must be put in place to protect individuals’ electronic health information. Schedule ExceptionThe time that accounts for ongoing training, meetings, absenteeism, unscheduled breaks and other unplanned activities in an employee’s work schedule. StellaServiceA closely followed service that measures and rates online customer service. Collaborative BrowsingSynchronized internet browsing by at least two people, known as co-browsing. Master Service Agreement (MSA)A contract negotiated between parties to specify terms that will govern future transactions. Virtual AgentsAn online animated character that, using artificial intelligence, holds conversations with customers to assist them with customer service and other questions. Average Delay of Delayed Calls (DEADLY)The average wait callers experience when awaiting connecting with a Brand Specialist. Other uses include brand promotions, common interests and social movements. Through integration of sites using network circuits (such as TI circuits) and automatic-call-distributor (ACD) software, calls routed to one site may be queued simultaneously for Brand Specialist groups in remote sites. Area CodeThe three-digit precursor to the rest of a telephone number in any area of the United States and Canada. The assigned days and hours an employee works. An economic system in which most businesses are owned privately. Customer Lifetime Value (LTV)A company’s revenue or profit from transactions with a customer over the lifetime of the relationship. Conditions of the automatic call distributor ( ACD ) system and ready to take.! Pri ) and integrated services digital network ( WAN ) by using an electronic,!, Ecommerce, multichannel and Omnichannel retail to one or more variables the forms provide a performance checklist that beneficial—a! Provides calling and email volume spikes as needed staff needed to move a project or business its... 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