ACD
Automatic Call Distributor. This device routes incoming calls to free agents in the contact centre. The ACD works with Computer Telephony Integration (CTI) and Interactive Voice Response (IVR) so that intelligent routing takes place and inbound calls are transferred to an appropriate agent with the right skill set or dealing with that particular campaign, etc.
Call Blending
The system allows a contact centre to use agents for both inbound and outbound calls. During peak times in an inbound campaign, for example, agents assigned to outbound calls can be assigned to help with inbound calls. Likewise, during slack times, agents normally assigned to inbound calls can assist with outbound calls. Call blending maximizes productivity and efficiency in a contact centre.
CLI
Caller Line Identity. Inbound calls use CLI to identify the caller and if this information is used with their database, a screen pop appears on the Agents screen giving further, relevant information on the caller. Outbound calls made from the contact centre should display their CLI to allow customers to see who is calling.
CTI
Computer Telephony Integration. CTI effectively manages the voice and database information to produce effective interaction between a customer and an agent. From the caller’s identity (aided by Call Line Identity and Interactive Voice Response) CTI can retrieve relevant information and present this information as a screen pop on an Agent’s screen.
DDI
Direct Dial Inwards. This is a telephone number that can be accessed from the public telephone network.
Historical Data
All data that has been recorded and is not shown in real time is called historical data. Historical data is used to compile useful management information reports for contact centre supervisors and staff.
Hosted Solution
A contact centre uses telephony equipment that is rented, with the equipment at a remote location. Voice is sent either over telephone lines or VoIP, and data connection is made via the internet. A cost effective method, a hosted solution is used increasingly as an enhancement, an addition or a replacement to existing on-site technology.
IVR
Interactive Voice Response. IVR is effectively a self-service option where an inbound caller interacts with the contact centre and makes choices using the key pad on their telephone. IVR is used for simple interactions such as queuing selection to complete transactions, for example, meter readings or paying bills.
PD
Predictive Dialler. It is a system that automatically calls a list of telephone numbers in sequence and connects a customer who answers to an available Agent. It screens out no-answers, engaged tones, disconnected numbers and answering machines. Using historical data it predicts when an Agent will become available and automates its dialling rate accordingly.
Real Time Monitoring
This is monitoring of Agent performance as it happens. Real time monitoring will display the stage of a call – talk time, wrap time, etc. It also displays length of call, calls abandoned, calls waiting, Agents available, etc.
Screen Pop
Information held about a customer in the database is presented as a screen pop on the Agent’s computer allowing a productive interaction to take place.
Wrap Time
This is the period of time following a call between an Agent and a customer. The Agent updates records and takes agreed actions. The talk time (time talking to customer) plus the wrap time give the handling time, which is the total time taken to service a call.
VoIP
Voice over Internet Protocol. This is a cost effective way of making telephone calls. Calls are transmitted over the Internet rather than telephone cables.
VR
Voice Recording