Call Centre Jargon Buster
Abandoned calls
Calls which have arrived at the ACD and have hung up before an agent has been free to answer. Also called a lost call.
ACD
Automatic Call Distributor. A telephone system handling large call volumes which automatically offers the next call to the agent waiting for the longest period. Nowadays these switches are very sophisticated and you can configure them with a variety of parameters in order to give priorities to different callers and send certain types of calls to specific groups or individuals. ACDs also provide a wealth of reports.
ACTAS: Alliance of Computer Telephony Applications Suppliers.
This U.S association is committed to bringing the benefits of CTI to all companies.
ACTIUS: Association of Computer Telephony Integration Users & Suppliers.
This society meets once a quarter to discuss CTI issues, and acts as a forum to standardise terms and advocate the benefits of CTI to all companies.
Adherence factor. The closeness and punctuality with which agents adhere to their schedules for breaks and lunches.
Adjunct Processor
A name sometimes given to 'soft' ACDs or PC
based ACDs.
ADSL
See Asymmetric Digital Subscriber Line
Agent ID
The individual code used by agents to log into the ACD system. This ID enables the system to track their performance.
Agent Group
In order for the ACD to route calls appropriately, agents are placed into agent groups. These determine which type or types of call they will be offered.
AHT - Average Handling Time
The average time spent on a call and any work following the call. It equates to the sum of the Talk Time and Wrap Up.
Algorithms
A mathematical formula for a computer operation.
All trunks busy
When all telephone lines are being used at the same time, other callers will get an engaged or busy tone.
Amplitude
The size of an analogue signal, this isusually measured in Volts.
Analogue
A type of voice transmission where the telephone system transmits an electrical current which is analogous to the human voice, i.e. the louder the voice, the stronger the current. Still used in many telephone systems and most homes, although the trend is now moving towards digital systems.
ANI
Automatic number identification, sometimes called CLI - calling line identity. A feature which enables the caller's own telephone number to be forwarded at the same time as their call, enabling identification.
Annual monthly trends
The percentage increase or decrease in calls over a twelve month period.
Answer Detect
Where the telephone system automatically makes outbound calls (see power dialling) and on answer identifies network tones such as ringing, engaged, unobtainable faxphones and answerphones and filters these out, only sending live calls through to an agent.
API Applications Programming Interface
This is the translator, a piece of software which connects the telephone system to the host computer system and allows them to communicate with each other.
Application
Software that carries out a specific task, such as word processing or spreadsheets.
Application Bridge
Enables computer telephony integration, or can be used as a term to mean a data link between an ACD and a data system, for example to send call information.
Application Programme Interface
This is a piece of software which connects the telephone system to the host computer system and allows them to communicate with each other - called APIs.
APNSS
Analogue Private Network Signalling System - identical to DPNSS in its signalling format, although the actual speech is carried via analogue private networks.
Architecture
The overall design of hardware or software. If the description is open architecture, this means it is generally compatible with major applications.
ASA
Average speed of answer. The average length of time calls have spent in the queue.
ASCII
American Standard Code for Information Interchange. Pronounced 'askey', this is used to describe the binary code for text.
Asymmetric Digital Subscriber Line
ASDL. Low-cost, high-speed Internet access technology, a service being launched throughout 2000.
Asynchronous
An adjective describing the ability to communicate at each end.
ATB
All trunks busy. When all telephone lines are being used at the same time, other callers will get an engaged or busy tone
ATT
Average Talk Time. The average length of time an agent speaks with a caller, from answering to hanging up.
Audiotex
An automatic voice response service where a caller dials a number and receives a recorded message. This can be anything from weather reports and horoscopes to adult entertainment.
Auto attendant
Where an inbound call is answered by a recording which asks the customer to either press buttons on the keypad or say which extension they want. The system then automatically routes their call.
Automatic Call Distributor
A telephone system handling large call volumes which automatically offers the next call to the agent waiting for the longest period. Nowadays these switches are very sophisticated and you can configure them with a variety of parameters in order to give priorities to different callers and send certain types of calls to specific groups or individuals. ACDs also provide a wealth of reports on calls, agents and groups.
Automatic Dialler
Or outbound dialler. These automate outgoing calls and have various levels of sophistication. See screen, power, predictive and progressive dialling.
Automatic Number Identification
ANI, sometimes called CLI - calling line identity. A feature which enables the caller's own telephone number to be forwarded at the same time as their call, enabling identification.
Available
Agent status when the agent is logged into the ACD and is ready and waiting for an inbound call. Also called idle or ready.
Back busy
Where you purposefully busy out lines during peak traffic so that some callers receive an engaged signal rather than holding for an unacceptable length of time.
Back office
As a call centre is the front office, the fulfilment area is the back office. This includes all activities that have resulted from call centre requests (such as billing, ticketing, brochure fulfilment, statement requests etc.)
Bandwidth
Not the width of the band, but the speed of transmission. When a system lacks bandwidth, it is a way of saying the transmission is not fast enough for it to accomplish its tasks speedily.
Baud Rate
The measurement per second of the number of voltage or frequency changes in computers.
Bit
In the digital universe, numbers are represented as a series of Zeros and Ones and these are referred to as bits.
Blending
Where a call centre uses the same agents for both inbound and outbound calling, utilising troughs in call volume to make outbound calls.
Blockage
A term for when all trunks are busy, i.e. all exchange lines are in use (engaged) and are therefore blocked to all other callers trying to get through. It is usually measured as a percentage of time.
Break-in
A telephone call on the public network enters the private network at one office, is carried over the private network and is answered at another location.
Break-out
A telephone call made in one office is carried over a private network to another location, and then breaks out onto the public network for the last part of its journey.
C
A programming language.
C++
A more sophisticated version of C.
Call centres
Where calls are handled by individuals who are trained to resolve those calls as a one stop shop, either for customer service, sales or enquiries. Call centres are found in virtually all vertical industries, but are especially renowned in banks, insurance companies, airlines and hotels.
Call data
Information on calls as found in the management reports.
Call screening
Where either an auto attendant or IVR system has interrogated the caller first to determine the best call handling options to use before transfer.
Call seconds
The number of seconds exchange lines are occupied. Calculated in sums of 100, 36 centum call seconds equate to one hour, or one erlang.
Caller tolerance
This may be described as high or low, depending upon the length of time callers are prepared to wait in queue for an available agent.
Calling Line Identity
CLI - a feature which enables the caller's own telephone number to be forwarded at the same time as their call, enabling identification.
Callpath
An application programme interface from IBM
Case-based reasoning
CBR: Case based reasoning, a software programme which enables problems to be identified by working through scripts of questions and answers. The system eventually diagnoses the most likely cause of the problem and its solution.
CBT
See Computer-based training
CCS
Calculated in sums of 100, 36 centum call seconds are the number of seconds exchange lines are occupied. 36 centum call seconds (3,600) equate to one hour, or one erlang.
Centrex
Generic term for a service offered by network providers (each provider uses a different brand name) which in the context of call centres enables organisations to use the provider's ACD facilities at the exchange.
Centum calling seconds
Calculated in sums of 100, 36 centum call seconds are the number of seconds exchange lines are occupied. 36 centum call seconds (3,600) equate to one hour, or one erlang.
Chat
See Web chat
CLI
Calling Line Identity, a feature which enables the caller's own telephone number to be forwarded at the same time as their call, enabling identification.
Click and talk buttons
See Web call me buttons
Client
A personal computer in a client/server environment. When called a thin client, this refers to a network computer.
Client/Server
A new architecture for systems. Each agent has an intelligent PC (called the client) which is loaded with the appropriate software applications and 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. The client accesses the server each time it requests information or changes data.
Closed Architecture
A system or software design which means the system or software may only be compatible with other products from the same vendor.
Computer-based training
CBT. Where the learning process takes place at the keyboard through exchanges between the learner and pre-written programme. It is particularly useful where there is just one right answer and one right way of doing something.
Computer Supported Telephony Applications
CSTA. The language used between computers and telephone systems, set to a specific standard by ECMA.
Computer telephony integration
CTI. Where the computer and telephone interact with each other, enabling you to give commands to the telephone through your PC, and vice versa.
Contact management
Software programmes that record the outcome of each call, whether inbound or outbound.
Cost per call
This is calculated by dividing the number of calls handled into the full cost of the entire call centre operation. This can be compared with the revenue per call to work out the profit (loss) factor of the call centre.
Cost per call minute
This is calculated by multiplying the average length of call (in minutes) by the number of calls and dividing this figure into the full cost of the entire call centre operation. This figure can be used effectively as a benchmark against other call centres.
Cost per call second
As in cost per call minute, but using seconds instead of minutes.
CRM
Customer Relationship Management, w here companies use a variety of methods and contact strategies to build lasting and profitable relationships in order to retain the best customers and generate profitable revenue’.
CSTA Computer Supported Telephony Applications
The language used between computers and telephone systems, set to a specific standard by ECMA
CTI: computer telephone integration
Where the computer and telephone interact with each other, enabling you to give commands to the telephone through your PC, and vice versa.
Customer relationship management (CRM)
Where companies use a variety of methods and contact strategies to try to build lasting and profitable relationships in order to retain the best customers and generate profitable revenue’.
Daily index factor
A weight given to each day of the week so that monthly call forecasts can be allocated accurately to each day.
DASS or DASS II
Standing for Digital Access Signalling System, this describes the method used in the UK for communicating in ISDN30
DDI
Direct dial inward, where you can dial directly into a company and reach an extension without going through a switchboard operator.
Delay announcements
Recorded messages given to calls whilst in queue.
Delay of Delay
This is the average delay experienced by those callers who have been placed in queue.
Dialled Number Identification Service (DNIS)
Where more than one telephone number terminates on one queue, this facility enables the system to recognise the different numbers dialled and therefore identifies the call volume made to each number.
DDI
Direct Dial Inward - where you can dial directly into a company and reach an extension without going through a switchboard operator.
Distributed collaborative learning
The concept of people learning together through the Internet without necessarily physically being together. Also called e-learning.
DNIS
Dialled Number Identification Service. Where more than one telephone number terminates on one queue, this facility enables the system to recognise the different numbers dialled and therefore identifies the call volume made to each number.
DPNSS Digital Private Network Signalling System
The main type of digital private networking, it is similar to ISDN30 in that it comes in 2 megabit blocks, each capable of carrying up to 30 simultaneous telephone calls.
Domain
A unique area within the world wide web, containing documents for viewing by anyone, anywhere in the world. Domains have unique names or addresses such as ours - www.callcentre-alliance.com
Double jacking
Where two people are connected at the same telephone terminal/turret and can both participate in the same call. Used extensively in training to 'shadow' a new agent.
Dumb terminal
A visual display unit (VDU) with keyboard, which neither runs nor stores data, but connects to a computer or mainframe.
e-business
All business that is conducted over or from the Internet.
ECMA
The European Computer Manufacturers' Association
e-Commerce
Trading where the transaction, including payment, takes place over the Internet.
Electronic mail - messages sent via the Internet.
e-Learning
See Distributed collaborative learning.
Erlang
A formula created by A K Erlang, a Danish engineer, and is a measurement of telephone traffic with one erlang equating to one fully occupied call hour (36 centum calling seconds - 3,600 seconds equate to one hour).
Erlang B
A formula created by AK Erlang which calculates the number of exchange lines needed to accommodate a specified call volume. It assumes no caller will retry if they get an engaged (busy) tone.
Erlang C
A formula created by A K Erland which creates a calculation to forecast call volume and call handling, taking random call arrival into account - it assumes calls will queue when no agent is available to answer. This calculation is used extensively in call centre operations and is the 'bible' for call forecasting, staff scheduling and service level achievement.
Exchange lines
Another name for telephone lines or trunks.
Extended Erlang B
The same formula as Erlang B except it now assumes callers will retry if they get an engaged (busy) tone.
Extranet
A network using the Internet that can be viewed as part of a company's intranet that is private, but extended to specified users outside the company such as special customers or suppliers.
