This is necessarily a call or any other type of contact proposed to a call center but ends before any communication takes place. It does not include the time a customer spends on hold nor the time an agent does any other work – during or after the call. This measures the time an agent spends while speaking to a customer. 5) Automatic Speech Recognition (ASR)Ī solution that can automate some or all parts of a customer call – it allows call centers to use natural language, with minimum intervention from the agent.
This is measured right from the time an agent begins the interaction with the customer, including the hold time, talk time, and related tasks that follow the entire transaction. An important role of ACD is to produce management information that tracks both calls and agent performance. The Automatic Call Distributor recognizes and answers the calls and checks in the database, for routing to the most appropriate agent available. This is a specialized phone system that handles incoming calls, also called inbound calls. busy, wrap, idle, available, unavailable, etc. This refers to the particular point in time which depicts the call center agent’s work status, i.e. Another name for a call center agent is a customer service representative. This is an individual at a call center who is appointed for answering customer calls. Here are 30 call center terminologies you should definitely know about: 1) Agent List of Call Center and Contact Center Terminologies
#Meaning of acd in call center software
Next time you listen to your customer experience officer talk about technicalities in the call center when any discussion around call center software features takes place (such as during any customer call) – you’ll definitely have an edge. To counter this rather awkward experience, we have tried to simplify this contact center jargon and provide a comprehensive understanding with proper definitions about common call center terminologies and some jargon that are commonly used in the call center industry and work environment. In a call center, having in-depth knowledge about call center jargon is critical for agent success.Īnd at the end of it all, it is surely not great to deem these call center terminologies as jargon – especially in the contact center industry and the world of customer service. 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. You might not want to agree, but in our daily lives, we use abbreviations and terminologies without knowing their proper meaning or usage. Communication Platform As A Service (CPaaS).
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