Call Centre Jargon Buster
Page Pushing
Where a call centre is web-enabled, the call centre agent can take control of the browser's screen, taking the browser on a tour of the website, or even through to other websites, pushing pages onto the browser's screen. This is also called 'web collaboration'.
Pattern
Another name for queue or split. A holding pen for calls.
PBX
Originally PBX was Private Branch Exchange and PABX was Private Automated Branch Exchange, but only the latter now applies. This is a generic term for a switch, a telephone system, that is found inside a company's premises (as opposed to one serving the general public). Automation meant that employees could dial out themselves (by pressing a number, say 9) rather than having to request a line from the switchboard operator.
PC based ACDs
Software programme which enables automatic call distribution. Also called Adjunct Processors and Soft ACDs.
PCM Pulse Code Modulation
The encoding technique used to turn speech into numbers which can be sent down a digital telephone line. It works by assigning a number between 0 and 255 to the voice pattern 8,000 times per second, transmitting it down the line and then reconstituting it at the other end.
Performance Related Pay PRP
Part of an employee's salary which is based upon their performance and is therefore not guaranteed unless targets such as adherence factors, quality etc. are met.
Pooling principal
This dictates that the larger the call centre, the more efficient each agent becomes in terms of occupancy.
Ports
In a telephone switch, a port can be used for either an agent/employee extension or a trunk (telephone line). The number of ports available in any telephone switch including ACDs is finite, unless extra cards/cabinets are purchased, which can be very expensive.
Power dialling
Is sometimes used as a generic term for all diallers but this can be very confusing. Power dialling is specifically where the telephone system dials as many calls as it has lines available and, using answer detect, puts through live calls to agents. If no agent is available when a call is answered, it will simply drop the call and as this causes a 'nuisance call' it is therefore not highly regarded.
Predictive dialling
Similar to power dialling but more sophisticated. This uses a pacing algorithm which regulates the number of outbound calls made based on the probability of an agent being available. Minimises the number of nuisance calls.
Premier 2100
The ISDN30 service provided by Cable & Wireless.
Preview dialling
Uses screens of data downloaded from a central database. The agent then initiates the call usually by using a pre-programmed button on the keyboard, or screen.
Progressive dialling
The most sophisticated of all the diallers, this goes one stage further than predictive dialling and actually monitors the status of operators before calls are made. It keeps agents supplied with live calls and virtually eliminates nuisance calls.
Proprietary
A system or software design which means the system or software may only be compatible with other products from the same vendor.
PRP
Performance related pay. Part of an employee's salary which is based upon their performance and is therefore not guaranteed unless targets such as adherence factors, quality etc. are met.
Protocol
The language used by a software programme.
PTO
Public Telephone Operator. Also called network provider.
PSTN
Public Switched Telephone Network - the public phone network. PCN Personal Communications Network.
Queue
The 'holding pen' for calls whilst waiting for an agent to become free.
Queue Time
The number of seconds a call waits in queue before handling.
RAN
Recorded Announcement - an intercept message controlled by the ACD using parameters such as the ring time, or the time of day (for night messaging).
Ready
A name given to agents who are logged into the ACD and available and waiting for a call to come in. Sometimes called Idle or Available.
Ring Time
The time of a call from dialling to being answered either by a live agent or the ACD Delay announcement.
Rostered staff factor
Erlang C calculations demonstrate how many agents are needed to be available to take calls. After taking into account absenteeism including breaks, lunches and average sickness, you will schedule more agents to cover this shortfall. For example, if you require 25% more staff, your Rostered staff factor will be 1.25.
Seasonality variation
The variation in call volume due specifically to seasons during the year.
Screen dialling
Where you select a number on the screen using a mouse to point and click and the system dials the number for you.
Screen popping
Where integration between the computer and the telephone (CTI) enables the system to attempt identification of each call and look into the database for a match. If that match exists, the data attached to it will then be displayed on the agent screen just prior to the call arriving at the agent's ear.
Server
A new architecture for systems called client/server. Each agent has an intelligent PC (called the client) which is connected by a LAN to the server which houses all the major software programmes such as the database. Files can be sent and shared.
Service agency
A bureau which will handle your call centre requirements either the complete operation or as an intraflow facility.
Service level
The percentage of calls you expect to handle in a specific number of seconds, for example 80% in 20 seconds.
Shrinkage
The percentage of time when scheduled agents are unavailable to take calls, such as breaks, lunches and training.
Short calls
You would set the desired parameter for a short call, usually calls with less than five or ten seconds talk time.
Simulation
With the complexity of today's intelligent routing, Erlang C formula is not as effective, therefore workforce management companies are developing simulation programmes. These mimic the operation and can then advise the number of agents required to meet the desired service level objectives.
Skills-based routing
Where calls are identified and then routed through to the most appropriate agent, for example calls from France would be routed through to a French-speaking agent. Also called intelligent routing.
Soft ACD
Software programme which enables automatic call distribution, also called Adjunct Processor and Soft ACD.
Speed of answer
The time from a call arriving at the ACD to being answered by an agent.
Split
A group of agents handling one or more specific types of call.
Stand Alone ACD
A telephone system designed specifically for automatic call distribution. Historically these have not provided PBX or autodialling functionality but this may change.
STDM
Statistical Time Divisional Multiplexing
Switch
The simplest explanation, and in the context of a call centre, is the generic name for all telephone systems.
Talk time
As it implies, the time in seconds an agent is talking, from answering a call to the caller hanging up.
TAPI Telephone Applications Programming Interface
As above, this is a software programme promoted by companies such as Microsoft and is loaded into the p.c. itself. It allows you to use the keyboard to dial instead of an actual telephone (screen based telephony).
Tbps
Terabits - 1,000,000,000,000 bits per second
TDM
Time Divisional Multiplexing
Telecommuting
American term for teleworking where people work from home either full time or as part of their working week.
Telephone Server Applications Programming Interface
TSAPI. A protocol which links the telephone and the computer at the host system, rather than at the desktop or PC level.
Teleworking
The UK version for people working from home either full time or as part of their working week.
Text Chat
See Web chat
Thin Client
A network computer (NC).
Tie Line
A private line between the ACD and PBX enabling call transfers.
Top and tail recordings
Where your greetings and goodbyes are pre-recorded and therefore sounds fresh and enthusiastic all day.
TQM
Total Quality Management - The management culture of the 90's designed to improve productivity through empowerment
Trunk
Each telephone or exchange line is called a trunk.
Trunk Hold Time
The time a call is active, from the caller completing dialling to the caller hanging up.
TSAPI
Telephone Server Applications Programming Interface; As API and TAPI, this software programme is promoted by companies such as Novell but links the two at the host system, rather than at the desktop or the p.c.
Turret
The telephone console used by the agents.
