After call work (ACW ) After call. The time elapsed after the answered call, when the operator is still engaged in an activity closely related to the call but is no longer on the line.

  

Automatic Call Distribution (ACD ) Automatic call distribution. A pre-configured telephone call management system that automatically forwards incoming calls to the appropriate operator.

  

Average Handling Time (AHT ) Average handling time. The sum of the average talk time and the average time spent in post-employment.

  

Average Talk Time (ATT ) Average talk time. The average talk time of a group selected on the basis of a common property in terms of call length.

  

Average waiting time , Average Speed of Answer (AWT ) Average talk time. The average talk time of a group selected on the basis of a common property in terms of call length.

  

Call Blending Call Blending , a customer service optimization system that initiates an outgoing call between two incoming calls, even from another campaign.

  

Computer Telephony Intergration (CTI ) Computer telephone integration. Integrate computer programs into a PBX for efficient call handling. This function is usually performed by a server. The data stored here can be important for call analysis.

  

With customer analysis, we create typical product recommendations for the given target group. For example, if you have home insurance, offer a home insurance contract. In the call center application, these offers can also be offered to the incoming operator automatically when it searches for the customer during service.

  

Forecasting Forecasting. Determining expected traffic based on historical data.

  

Handled Calls Handled calls. Calls picked up and answered by operators (in some cases, calls answered by the IVR are also included here).

  

Historical Report . Report for a specified retrospective period. This requires a time-stamped database.

  

I nteractive Voice Response (IVR) An interactive answering system. A menu system that can be controlled by the buttons on the telephone or by voice, which is suitable for answering questions (eg billing information) or forwarding them to an operator in a tree structure.

  

LEAN method The essence is cost reduction by eliminating the loss. In the "developed" world, we could see that if cost-cutting was needed, redundancies, almost the reduction of labor costs, were done. However, this also reduced productivity and started a downward spiral until the factory closed. The LEAN methodology focuses on the need to respond flexibly to customer needs, adaptability can be a winning card in our hands, Continuous technological and product development can be key in preventing a crisis. Another important example of Lean practice is to visualize production and logistics processes. This allows deviations from what is required to be detected immediately and clearly. Let's standardize the steps of our processes, so that the workflow can be easily controlled and uniformly improved. We use the hidden intellectual reserves of our employees to improve our processes. Principles of Lean Management 5: 1 Identify value-added and non-value-added activities for the customer. 2. The chain of all activities required to produce the product or service, the value stream and the losses must be identified. 3. The value flow must be made continuous, without interruptions, diversions or stops. 4. Only produce what the customer requires, design a “pull system” 5. Continuity must be sought on an ongoing basis through the continuous detection and removal of losses.

  

Net pull Proportion of final contracts in terms of members achieved. This% rate is less than the response rate.

  

Next best offer  During the database analysis, we create typical product recommendations for the given target group. For example, if you have home insurance, offer a home insurance contract. In the call center application, these offers can also be offered to the incoming operator automatically when it searches for the customer during service.

  

Occupancy . Percentage of operator utilization. Total check-in time / treatment time.

  

Operator break Operator break. Operator rest time.

  

Overflow (OF) Overflow. If the operator group is unable to receive calls, the system will divert the call to another operator group. It is possible to divert the call to another location.

  

Power Dialing Computer controlled call start module. Initiating outgoing calls based on a predefined database. The outgoing call is initiated when the selected operator is free.

  

Predictive dialing. Immediate call allocation to the expected free operator calculated based on the average call handling time. The operator does not wait for the call to ring, the caller has already picked up the phone by the time the operator receives the call.

  

Preview Dialing Enable dialing. The outgoing call details are displayed on the operator screen and the operator allows dialing.

  

Private cloud Private cloud means that the data used by the call center application is under the control of the company's internal IT department, behind the company's firewall. The reason for creating the private cloud was to protect the privacy of sensitive data. However, this solution cannot prevent the risk of a natural disaster because the data is on a local server within the company at a geographical point.

  

Queue Queue . Callers waiting for a free operator. This term applies not only to phone calls, but also to any of the listed activities waiting to be arranged.

  

Real Time Data Real time data that is constantly updated on the online interface.

  

Response rate Response rate, successful sales rate. What percentage of respondents invited and reached accepted the offer. This does not mean that he has fulfilled his payment obligation, he has only accepted the telephone offer and the conclusion of the contract.

  

SaaS - Software as a ServiceAn online on demand service that is priced on a per-use basis, so the service provider charges as much as the user used the device, in this case the call center application.

  

Screen Monitoring Monitor screen content. Software for checking the contents of the operator monitor by a supervisor or coordinator.

  

Screen pop-up Controlled display. Displays previously saved data for the caller's number on the screen when the operator starts handling the call.

  

Script Conversation script. The question and answer structure used in the full marketing activity, branched according to the answers displayed on the operator's screen. Based on this, the interviewer directs the conversation and receives answers to the questions.

  

Service Level (SL ) Service level. A percentage that shows the percentage of incoming calls that could be answered within a given time period.

  

Service to Sales The role of contact centers is expanding in today's world. In online and telephone customer relationships, it is obvious that the services of the company are advertised by the operator receiving the incoming call. For several companies, the call center has become the central sales channel. Of course, the personal salesperson can serve the customer’s needs in a complex way, but with the help of proper regulation and conversation, the customer service manager can also bid and close a deal or issue a lead to a personal consultant.  

  

Skill Ability. Knowledge and talent specific to a given operator or group of operators.

  

SLA - Service Level Agreement. This is a clause in the contract during which the principal stipulates that the service provider may not fall below a certain color. If the principal goes below the level, the principal may even penalize it. Eg: The call loss rate should not fall below 97%.

  

Speech Recognition Speech Recognition. A device that can recognize preconfigured words and initiate processes or forward the call as a result.

  

Supervisor (SV) Supervisor. Person responsible for the work of a specific group of operators.

  

Talk time Talk time

  

Telesales Telephone sales. Make outbound calls about a specific product with sales intent.

  

Wallboard Wall display. Wall-mounted running light for displaying traffic data and messages to operators.