Tag Archives: telephone

Call Center Abbreviations

Call Center Abbreviations

Copyright (c) 2008 Hani Masgidi

In the contact center industry we come across a lot of abbreviations and expressions that are used very often without having a clear definition about them. He You will find a list of these expressions with their definitions .

Automatic calls distribution – ACD
A computerized phone system that responds to the caller with a voice menu -IVR and connects the call to the appropriate CSR according to a set of parameters -e.g priority of skills or longest available time . It can also distribute calls equally to agents. ACDs are the heart of call centers, or contact centers, which are widely used in the telephone sales and service departments of all organizations.

Computer-telephony integration – CTI
Is a computerized systems which combines the callers data with voice systems in order to enhance telephone services by retrieving the caller database and get it displays at the appropriate CSR’s screen when the call gets routed to him by ACD -Automatic calls distribution

Interactive voice response – IVR
Is a computerized system that allows a person, typically a telephone caller, to select an option from a voice menu and otherwise interface with a computer system. Generally the system plays pre-recorded voice prompts to which the person presses a number on a telephone keypad to select the option chosen, or speaks simple answers such as “yes”, “no”, or numbers in answer to the voice prompts.

Call Work Code – ACD
A number, up to 16 digits, entered by ACD agents to record the occurrence of customer-define deviants -such as account codes, social security numbers, or phone numbers on ACD calls.

Key Performance Indicators -KPI
Factors that show certain standards and guidelines to maintain productivity.

Service Level Agreement – SLA
A contract between a network service provider and a customer that specifies, usually in measurable terms, what services the network service provider will furnish. Services for customers can be 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 available; The number of users that can be served simultaneously; Specific performance benchmark to which actual performance will be periodically compared

Average call waiting – ACW
The time from the person reaching the number being called until the CSR picks up the phone -~20seconds

Average Talk Time -ATT
Time frame within which the customer is kept in the phone -~2minutes

Average Hold Time -AHT

Period of time during which the customer is kept on hold -has to be as minimum as possible

Customer Service Representative – CSR
Person attempting and handling all the calls, providing the customer with any inquired information.

Senior Customer Service Representative – SCSR
CSR who is not only handling the calls but also conducting telesales.

Team Leader – TL
person 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 – SUP
A person 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 – CRM
Entails all aspects of interaction a company has with its customers whether it be sales or service related. The Computerization way of interaction is recently being used in the market approaching the new strategy in serving customers 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 such as help desk software, e-mail organizers and Web development.

Internet Contact Center – ICC
Where 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 – VOIP
A category of hardware and software that enables people to make telephone calls via the Internet. In simple words these hardware and software converts the voice signals into packets of data, which are transmitted on shared, public lines.

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Mobile Phones

Mobile Phones

A mobile phone allows calls into the public switched telephone system over a radio link. Early mobile phones were usually bulky and permanently installed in vehicles, they provided limited service because only a few frequencies were available for a geographic area. Modern cellular cell phones or hand phones make use of the cellular network concept, where frequencies are used repeatedly within a city area, allowing many more users to share access to the radio bandwidth. A mobile phone allows calls to be placed over a wide geographic area, generally the user is a subscriber to the phone service and does not own the base station. By contrast, a cordless telephone is used only within the range of a single, private base station.

A mobile phone can make and receive telephone calls to and from the public telephone network which includes other mobiles and fixed line phones across the world. It does this by connecting to a cellular network provided by a mobile network operator. In addition to telephony, modern mobile phones also support a wide variety of other services such as text messaging, MMS, email, Internet access, short range wireless communications (infrared, Bluetooth), business applications, gaming and photography. Mobile phones that offer these more general computing capabilities are referred to as smartphones.

The first commercially automated cellular network (1G) was launched in Japan by NTT in 1979, initially in the metropolitan area of Tokyo. Within five years, the NTT network had been expanded to cover the whole population of Japan and became the first nationwide 1G network. In 1981, this was followed by the simultaneous launch of the Nordic Mobile Telephone (NMT) system in Denmark, Finland, Norway and Sweden. NMT was the first mobile phone network featuring international roaming. The first 1G network launched in the USA was Chicago based Ameritech in 1983 using the Motorola DynaTAC mobile phone. Several countries then followed in the 1980s including the UK, Mexico and Canada. The first modern network technology on digital 2G cellular technology was launched by Radiolinja in 1991 in Finland on the GSM standard, which also marked the introduction of competition in mobile telecoms when Radiolinja challenged incumbent Telecom Finland who ran a 1G NMT network.

Low end mobile phones are often referred to as feature phones, and offer basic telephony, as well as functions such as playing music and taking photos, and sometimes simple applications based on generic managed platforms such as Java ME or BREW. Handsets with more advanced computing ability through the use of native software applications became known as smartphones. The first smartphone was the Nokia 9000 Communicator in 1996 which added PDA functionality to the basic mobile phone at the time. As miniaturization and increased processing power of microchips has enabled ever more features to be added to phones, the concept of the smartphone has evolved, and what was a high end smartphone five years ago, is a standard phone today.

Other features that may be found on mobile phones include GPS navigation, music (MP3) and video (MP4) playback, RDS radio receiver, alarms, memo recording, personal digital assistant functions, ability to watch streaming video, video download, video calling, built in cameras and camcorders with autofocus and flash, ringtones, games, PTT, memory card reader (SD), USB (2.0), dual line support, infrared, Bluetooth (2.0) and WiFi connectivity, instant messaging, Internet email and browsing and serving as a wireless modem. Nokia and the University of Cambridge demonstrated a bendable cell phone called the Morph. Some phones can make mobile payments via direct mobile billing schemes or through contact less payments if the phone and point of sale support Near Field Communication (NFC). Some of the largest mobile phone manufacturers and network providers along with many retail merchants support, or plan to support, contact less payments through NFC equipped mobile phones.

GSM mobile phones require a small microchip called a Subscriber Identity Module or SIM Card, to function. The SIM card is approximately the size of a small postage stamp and is usually placed underneath the battery in the rear of the unit. The SIM securely stores the service-subscriber key (IMSI) used to identify a subscriber on mobile telephony devices. The SIM card allows users to change phones by simply removing the SIM card from one mobile phone and inserting it into another mobile phone or broadband telephony device. A SIM card contains its unique serial number, internationally unique number of the mobile user (IMSI), security authentication and ciphering information, temporary information related to the local network, a list of the services the user has access to and two passwords.

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