In the contact center industry we come across a whole lot of abbreviations and expressions which are employed particularly often without having getting a clear definition about them. He You are going to uncover a list of these expressions with their definitions . Automatic calls distribution - ACDA computerized phone program that responds towards the caller having a voice menu -IVR and connects the call to the appropriate CSR based on a set of parameters -e. g priority of skills or longest offered time . It may also distribute calls equally to agents. ACDs are the heart of call centers, or contact centers, that are widely utilised in the telephone sales and service departments of all organizations. Computer-telephony integration - CTIIs a computerized systems which combines the callers data with voice systems to be able to enhance telephone services by retrieving the caller database and get it displays in the suitable CSR's screen when the call gets routed to him by ACD -Automatic calls distributionInteractive voice response - IVRIs a computerized program that makes it possible for a person, commonly a telephone caller, to select an selection from a voice menu and otherwise interface having a computer method. Usually the method plays pre-recorded voice prompts to which the person presses a number on a telephone keypad to select the option chosen, or speaks easy answers just like "yes", "no", or numbers in answer towards the voice prompts. Call Work Code - ACDA quantity, up to 16 digits, entered by ACD agents to record the occurrence of customer-define deviants -such as account codes, social security numbers, or telephone numbers on ACD calls. Important Performance Indicators -KPIFactors that show particular standards and guidelines to maintain productivity. Service Level Agreement - SLAA contract among a network service provider along with a customer that specifies, often in measurable terms, what services the network service provider will furnish. Services for buyers is often measured, justified, and perhaps compared with those of outsourc­ing network providers. Some metrics that SLAs may specify include: What percentage of the time services will be obtainable; The quantity of users that is often served simultaneously; Specific performance benchmark to which actual performance will be periodically comparedAverage call waiting - ACWThe time from the person reaching the quantity being called until the CSR picks up the telephone -~20secondsAverage Talk Time -ATTTime frame within which the customer is kept inside the phone -~2minutesAverage Hold Time -AHTPeriod of time during which the customer is kept on hold -has to be as minimum as possibleCustomer Service Representative - CSRPerson attempting and handling all the calls, providing the customer with any inquired information. Senior Customer Service Representative - SCSRCSR who is not only handling the calls but also conducting telesales. Team Leader - TLperson who plays leading role among the team, setting up an example and responsible for couching, training, guiding, motivating and encourage the CSRs to accomplish the assigned tasks as well as coordinating externally and internally and drive the team ahead towards the potential vision. Supervisor - SUPA individual who is a step above the team leader and below the managerial level, responsible for the day-to-day performance of the group, should have the authority, to hire, transfer, suspend, lay off, recall, promote, discharge, assign, reward, or discipline CRS, or responsibly to direct his team leaders on the efficient ways to achieving the department goals , adjust their grievances, or effectively recommend an actions to resolve the raised issues. It is not of a merely routine or clerical nature, but requires the use of independent judgment. Customer Relationship Management - CRMEntails all aspects of interaction a company has with its shoppers whether it be sales or service related. read more here The Computerization way of interaction is recently being utilized within the market approaching the new strategy in serving prospects with each new advance in technology, especially the proliferation of self-service channels like the WEB and WAP phones, more of the relationship is being managed electronically and therefore organizations are looking for ways to personalize online experiences through tools like help desk software, e-mail organizers and Web development. Internet Get in touch with Center - ICCWhere all the required contacts and inquiries can be kept in one database, and viewed by all of the users. ICC has such features as Universal Queue, real-time and historical reporting, web collaboration, email transfer, etc. Voice Over IP address - VOIPA category of hardware and software that enables people to make telephone calls via the Internet. In basic words these hardware and software converts the voice signals into packets of information, that are transmitted on shared, public lines.