Call center phrases
After Call Work (ACW) – The time spent after a call when the operator is still performing call-related tasks but is no longer connected with the customer.
Automatic Call Distribution (ACD) – Pre-configured call routing system that automatically directs incoming calls to the appropriate operator.
Average Handling Time (AHT) – The total of the average talk time and the average after-call work time.
Average Talk Time (ATT) – The average talk duration for a selected group of calls, based on specific criteria.
Average Waiting Time (AWT) / Average Speed of Answer (ASA) – The average time a caller spends waiting before an operator answers.
Call Blending – A call center optimization system that allows outbound calls to be made between inbound calls, even from different campaigns.
Computer Telephony Integration (CTI) – Integration of computer applications with a PBX to enable efficient call handling. Usually performed by a server, storing data that can be crucial for call analytics.
Customer Relationship Management (CRM) – Through analysis, we design typical product recommendations for target groups (e.g., if a customer has home insurance, suggest a home savings contract). These offers can automatically appear in the call center system when the operator looks up the customer.
Forecasting – Predicting future traffic based on historical data.
Handled Calls – Calls answered by operators (sometimes including IVR-handled calls).
Historical Report – A report covering a defined past period, requiring a timestamped database.
Interactive Voice Response (IVR) – An interactive system navigated by keypad or speech, allowing callers to obtain information (e.g., billing) or be routed to an operator.
LEAN Methodology – A cost reduction approach through waste elimination. Unlike layoffs, LEAN focuses on meeting customer needs flexibly, visualizing processes, standardizing workflows, and continuous improvement.
The 5 principles of LEAN:
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Identify value-adding vs. non-value-adding activities from the customer’s perspective.
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Map the entire value stream and identify waste.
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Ensure uninterrupted flow without delays or diversions.
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Implement a “pull system” – produce only what the customer demands.
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Strive for perfection through continuous detection and elimination of waste.
Net Pull – The ratio of final contracts to reached contacts. This percentage is usually lower than the response rate.
Next Best Offer – Database analysis to generate typical product recommendations (e.g., offering a home savings contract to a customer with home insurance). Automatically suggested to operators in the call center application during customer interactions.
Occupancy – Percentage showing operator utilization. (Total login time / handling time).
Operator Break – The operator’s rest period.
Overflow (OF) – If one operator group cannot handle calls, the system redirects them to another group or even another site.
Power Dialing – A computer-controlled dialing module that initiates outbound calls from a predefined database, only when the selected operator is available.
Predictive Dialing – A system that forecasts operator availability based on average handling time and assigns calls immediately. The operator receives the call once the customer has already answered.
Preview Dialing – Outbound call data is displayed on the operator’s screen, and the operator authorizes dialing.
Private Cloud – A cloud environment where call center data is managed by the company’s internal IT, behind the corporate firewall, ensuring data protection. However, it does not protect against natural disasters, as data is stored on a local server.
Queue – The waiting line for callers until an operator becomes available. (Applies not only to calls but to any pending tasks.)
Real Time Data – Data continuously updated and displayed on the online interface.
Response Rate – The percentage of called respondents who accepted the offer. This does not guarantee payment, only agreement to the offer/contract.
SaaS – Software as a Service – An online on-demand service model where pricing is usage-based (e.g., a call center application billed by actual use).
Screen Monitoring – Supervisors or coordinators monitoring operator screens.
Screen Pop-up – Automatic display of customer data linked to the caller’s number when the operator answers the call.
Script – A conversation script displayed on the operator’s screen during telemarketing, guiding the dialogue with branching questions and answers.
Service Level (SL) – A percentage indicator showing the proportion of incoming calls answered within a set time frame.
Service to Sales – The increasing role of contact centers in sales. During online or phone interactions, customer service agents can promote or sell services, sometimes becoming the company’s primary sales channel. With scripts and processes, even service operators can close deals or pass leads to sales reps.
Skill – Knowledge or ability specific to an operator or operator group.
SLA – Service Level Agreement – A contractual agreement where the client sets minimum service levels (e.g., call loss rate cannot fall below 97%). Penalties may apply if not met.
Speech Recognition – Technology capable of recognizing predefined words to trigger processes or route calls.
Supervisor (SV) – The person responsible for a specific group of operators.
Talk Time – The duration of the actual conversation.
Telesales – Outbound calls made with the intent to sell a specific product.
Wallboard – A wall-mounted electronic display showing traffic data and messages to operators.