Madeline Bodin

The Call Center Dictionary (eBook, ePUB)

The Complete Guide to Call Center and Customer Support Technology Solutions

• Format: ePub

Produktbeschreibung

Call centres have become the crucial front line for managing customer relationships. This book covers a range of call center terminology. It explains relevant terms, and provides the call center manager with a quick reference that covers the technology and operational issues that come up in running and improving a call center.

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Produktdetails

• Verlag: Taylor & Francis
• Erscheinungstermin: 3. Januar 2002
• Englisch
• ISBN-13: 9781040160664
• Artikelnr.: 72248353

Autorenporträt

Madeline Bodin has been writing about call centers for over 10 years. She is a former editor of Call Center Magazine. Her books have been translated into several languages and are read around the globe. Her most recent book is Maximizing Call Center Performance. Keith Dawson is one of the world's foremost authorities on call centers. He is currently Senior Editor at CommWeb and was founder of Call Center News Service, which is the industry's premier online source for industry information and analysis, an independent online source for industry information. He is also author of 'Call Center Savvy' and 'Call Center Handbook'.

Inhaltsangabe

Numbers
0345 Numbers
0800 Numbers
0891 and 0898 Numbers
1+
1A2
1.544 MBPS
2600 Tone
30-Day Syndrome
500 Set
56 KBPS
5ESS
64 KBPS
700 Service
800 Portability
800 Service
877
888 Service
900 Megahertz
900 Service
9001
958
976
A
AA
AABS
Abandoned Call
Abandoned Call Cost
Above Hold Time
AC Power
AC to DC Converter
AC-DC Ringing
Access Method
Account Code (Voluntary or Enforced)
ACD
ACD Application Bridge
ACD Application-Based Call Routing
ACD Call Back Messaging
ACD Caller Directed Call Routing
ACD Conditional Routing
ACD Data Directed Call Routing
ACD-DN
ACD Intelligent Call Processing
ACIS
ACM
Acoustic Coupler
ACS
Activity Codes
ADA
ADAD
Adaptive Learning
Adaptive Pulse Code Modulation
ADH
Adherence
Adherence Monitoring
Adjunct Processor
ADPCM
ADRMP
ADSI
ADSL
Advisory Tones
AEMIS
After-Call Work
After-Call Wrap-Up
AGC
Agent
Agent Callback Button
Agent ID
Agent Logon/Logoff
Agent Performance Report
Agent Sign On/Sign Off
Aggregator
AHT
AHT Distribution
AI
AIN
Alarm
All Trunks Busy
Alphanumeric
Alphanumeric Display
Alternate Routing
American Telemarketing Association
American Teleservices Association
American Telephone and Telegraph
AMIS
ANI
Announcement Systems
Announcers
ANSI
Answering Machine Detection
Anticipatory Dialing
AOT
APCM
APM
APP Gen
Application Bridge
Application Generator
Area Code Expansion
Area Code Restriction
Artificial Intelligence
Arts
ARU
AS/400
ASA
ASCAP
ASCII
Aspect Communications
ASR
Assignment
Asterisk Law
At Home Agent
ATA
AT&T
ATB
ATHT
ATIS
ATM
ATT
Attempt
Attendant
Attendant Busy Lamp Field
Attendant Console
Audio Messaging Interchange Specification
Audio Response Unit
Audiotext
Auditory Pattern Recognition
Auto Attendant
Autodialing
Auto Dialer
Auto Fax Tone
Automated Alternate Billing Systems
Automated Attendant
Automated Voice Response System
Automatic Call Distributor
Automatic Call Manager
Automatic Customer/Caller Identification System
Automatic Calling Unit
Automatic Call Sequencer
Automatic Dialer or Autodialer
Automatic Dialing Recorded Message Player
Automatic Gain Control
Automatic Number Identification
Available
Availability
Average Call Duration
Average Customer Arrival Rate
Average Delay
Average Delay to Abandon
Average Delay to Handle
Average Handling (or Handle) Time
Average Holding Time
Average Out Time
Average Positions Manned
Average Positions Required
Average Speed of Answer
Average Talk Time
Average Trunk Hold Time
Average Wait Time
Average Work Time
AWT
B
B Channel
Back Haul
Backplane
Backward Signal
Band
Barge-In
Base Amount
Base Load
Base Schedules
Base Staff
Basic Rate Interface BRI.
Battery
Battery Backup
Beep Tone
Bell Operating Company
Bellcore
Below Hold Time
Benchmarking
Bespoke
BHCA
BHCC
Big Bang
Billing Increment
Binaural
Blend
Blended Agent
Blended Call Center
Blocked Calls
Blocked Calls Delayed
Blocked Calls Held
Blocked Calls Released
Blocking
BOC
Boom
Branching Scripts
Break Optimization
Break Parameters
BRI
Bucket Shop
Burn Out
Burn 'Em and Churn 'Em
Business Process Analysis
Business-to-Business
Business File
Busy
Busy Back
Busy Hour
Busy Hour Call Attempts
Busy Hour Call Completions
Busy Hour Calls
Busy Hour Usage Profile
Busy Out
Busy Season
Butt Set
Bypass
C
Cable Type
Calendar Routing
Calibrate
Calibration
Call
Call Abandons also called Abandoned Calls.
Call Accounting System
Call Attempt
Call Blending
Call-By-Call Routing
Call Center
Call Centre
Call Completion Rate
Call Control
Call Control Procedure
Call Control Signal
Call Data
Call Detail Recording (CDR)
Call Flow
Call-Me Buttons
Call Mix
Call Priority
Call Processing
Call Processing Units
Call Progress
Call Progress Analysis
Call Progress Tone
Call Record
Call Reporting
Call Routing
Call Second
Call Sequencer
Call Setup Time
Call Shedding
Call Table
Call Type
Call Vector
Call Volume
Callcenter
Called Party Paid Service
Caller ID
Caller Independent Voice Recognition
Called Line Identification Signal
Calling Line ID
Calling Number Display
Calling Party's Number
Callpath
Callpower
Campaign
Campaign Flow
Capacity
Carbon-Compatible
Card (Station, Trunk)
Carrier
Carrier Bypass
Case-Based Reasoning
CATI
CCITT
CCMS
CCS
CCS/SS7
CDR
CDR Exclude Table
Central Office
Centrex
Centrex Call Management
Centum Call Second
CGI
Charges Against Refunds
Chase
Class
Clean
Click-to-Call
CLID
Client
Client Application
Client/Server
Closed Architecture
Cloud Level
Cluster
CMS
CMT
CNG
CO
CO ACD
Coaxial
Cold Call
COM (Component Object Model)
Common Carrier
Common Carrier Bureau
Communications Server
Communicator
Compiled List
Compression (Voice/Speech)
Computer
Computer-Aided Dialing
Computer-Based Lookup
Computer Telephony
Concatenated Speech
Conditional Routing
Conflict Management Training
Console
Consultive Selling
Contact Gateway
Contact History
Contact Management
Content Processing
Continuous Speech
Contour Headset
Conversation Time
Correlation
Cost-Per-Call Analysis
Cost Per Inquiry
Cost Per Order
Cost Per Thousand
Couponing
CPE
CPI
CPM
CPN
CPO
Creaming
CRM
Crosstalk
CSC
CSR
CTI
Cursor Dialing
Customer Care
Customer Care Center
Customer Information Systems
Customer Premises Equipment (CPE)
Customer Relationship Management
CRM
Customer Sensitivity Knowledge Base
Cutover
CVP
D
D Channel
Data Dip
Data Mining
Data Reservoir
Data Warehousing
Database Integration
Database Lookup
Database Management System
Database Marketing
Database Service Management INC
Day-of-Week Factors
DBMS
DCOM (Distributed Component Object Model)
DCS
DDD
Dealer Locator
Decision Tree
Decoy
Dedicated
Dedicated Access
De-Dupe
Delay Announcement
Delayed Call Statistics
Deluxe Queuing
Demand Dialing
Demographic Overlay
Dialback Security
Dialed Number Identification Service
Dialog Box
DID
Digital Announcer
Digital Couponing
Digital Crossconnect System
Digital Recording
Direct Distance Dialing
Direct Inward Dialing
Direct Inward Station Access
Direct Marketing
Direct Response
Direct-Mail Sold
Directory Assistance
Directtalk
DISA
Disconnect Rate
Discrete Speech
Discretionary Preview Dialing
Distributed Call Center
Distribution Group
Distribution List
DM
DMA
DN Directory Number
DNIS
Do Not Call
Do Not Call List
Document on Demand
Donor/Contributor List
Doubling Day
Download
DSMI
DTMF
Dual Headset
Dual-Tone Multi-frequency
DUMB Switch
DUMB Terminal
DUPE
Dynamic Answer
Dynamic Inbound/Outbound
Dynamic Load Balancing
Dynamic Overload Control
E
E-Mail
E-commerce
E-CRM
E-Tailing
Ear Loop
Ear Ring
Ear Tip
ECH
Echo Suppressor
ECP
EDA
Eight Hundred Service
Electromagnetic Radiation
Electronic Call Distribution
Electronic Commerce
Electronic-Compatible
Electronic Homestead
ELF
EMR
End-of-Shift Routing
Endless Loop
Enhanced DNIS
E911
Ergonomics
ERLANG
Erlang Formula
Error-Correcting Protocol
Ethernet
Event Code
Exchange
Expert System
Extended Call Management
Extremely Low Frequency Magnetic Radiation
F
Facsimile Machine
False Ringing
Fault Tolerant
Fax Board
Fax Card
Fax Gateway
Fax Machine
Fax Mailbox
Fax on Demand
Fax-Over-IP
Fax Server
Fax Store and Forward
FCC
Feature Buttons
Federal Communications Commission
Filter
First-Time Buyer
Flash Hook
Flexagents
Focus Group
Follow the Sun Dialing
Force Feed
Forced Available
Forced Preview Dialing
Forecasting
Foreign Exchange
Forklift Upgrade
Formal Call Center
Four-Wire Circuits
Free List
Freephone
Frequency
Front-End
FTE
Full Time Equivalent
Functional Split
Functionality
Fuzzy Logic
FX
G
G-Style Handset
GAB Line
Galaxy
Gantt Chart
Gate
Gate Assignments
Gateway
GBH
Geographically-Variable Operating Costs
GOE
GOS
Grade of Service
Greeting Only Mailboxes
Group
Group 1, 2, 3, 3 BIS & 4
Group Access Bridging (GAB)
Group Busy Hour
Group Hunting
Group Scheduling Software
GTN
GUI
Guide
H
H.320
H.323
Hacker
Handled Call
Handoff
Handshaking Tones
Hard Dollar Savings
HCS
Headband-Style Headset
Headset
Headset Jack
Help Desk
Hidden Markov Method
Historical Data
Historical Reports
Hit Rate
Hold
Hold Recall
Holding Tank
Holding Time
Hold Time Before Disconnect
Holiday Factor
Hookswitch
Home Agent
Host
Hot Cut
Hot Site
Hot-Swappable
Hotline
House List
Hundred Call Seconds
Hunt
Hunt Group
Hybrid Telephone System
Hypertext
I
ICP
Idle
In-Band Signalling
Inbound
Inbound Campaign
Inbound Routing
Inbound Wats
Incumbent Carrier
Inference Engine
Information Appliance
Infomercial
Informal Call Center
Information Provider
Inquiry
Instrument
Instrument Sign-On
Integration
Integrated ACD/PBX
Integrated Services Digital Network
Intelligent Overflow
Inter-Application Automation
Interactive Voice Response
Interbreak Interval
Intercept Recording
Intercom
Interexchange Carrier (IXC)
Interflow
Interlata Call
Intermittent Problems
Internal Help Desk
Internet Phone
Internet Telephony
Internetwork
Intraday Distribution
Intraflow
Intranet
In-Wats
IP
ISDN
ISG
ISP
IT
ITU-T
IVR
IXC
J
Junk Fax
K
K
K-Style Handset
Key
Key Performance Indicator
Key Service Unit
Key System
Keypad
Kill Message
Killer App
Knowledge Base
Knowledge Worker
KPI
KSU
L
LAI
LAN
Last in First Out
LATA
LCD
LDT
Lead Agent
LEAH
Least-Cost Routing (LCR)
LEC
LED
Legacy System
Legal Holiday
Liberation
Life Cycle
LIFO
Light Emitting Diode
Likert Scale
Line
Line-Powered
Linesharing
Liquid Crystal Display
List Appending
List Broker
List Buyer
List Card
List Enhancement
List Look-up
List Manager
List Penetration Rate
List Rental
List Selection
List Sequence
List Sort
List Source
Load Balancing
Local Access TRANSPORTATION Area
Local Area Network
Local Call
Locator
Log-on Identification
Logging Period
Long Distance
Longest Available
Longest Call Waiting
Longest Delay Time
Look Ahead Interflow
Look-up Services
Loopback Test
Loop Start
Lost Call Attempt
Lost Calls Cleared
Lost Calls Held
Low Battery Cutoff
Lucent
M
M
Main Distribution Frame
Mainframe Server
Make-Busy
Manual Gain Control
Manual Lookup
Marginal Name
Mark
Master File
Match Code
Matches
Maximum Queue Length
MDU
Mean Time Between Failure
Mean Time to Abandon
Meaningless Data
Media Blending
Media Consolidation
Megacenter
Memo
Merge
Merge and Purge
Merlang
Message Display Unit MDU.
Message-on-Hold
Methodology
Metrics
Middleware
Migration path
MIS Reports
Modular Jack
Monaural
Monetary Value
Monitor
Monthly Factors
MPEG
MQL
MTA
MTBF
Multilingual Agents
Multimedia
Multiple Outbound Calling Campaigns
Multi-Stage Queuing
Music-on-Hold
Mute
MVIP
N
Name-Removal Service
NANP
NAP
NAPI
Narrowband ISDN
Narrowband Signal
NASC
National Carrier
National Change of Address Service
National Databases
Native Signal Processing
NC
NCA
NCC
NCH
NCOA (National Change of Address) Service
NCR
Net Staffing
Net Staffing Matrix
Network
Network ACD
Network Interqueue
Neural Network
NHLD
Night Service
NNX
NOC
Noise Cancelling
Non-Apparent Sources
Non-Published
Normalize
North American Numbering Plan
Norstar
North American Area Codes
North American Numbering Plan
NPA
NTH Name Selection
Number Administration and Service Center
Nuisance Calls
Number of Call Abandoned
Number of Calls Handled
Number of Calls Held
Number of Out Calls
Number-Finder
Numeric Key Pad
NXX
O
OAI
Object-Oriented Programming
Objections
OCC
Occupancy
OCDD
Octothorpe
ODBC
Off-Hook
Off-Network
Off-Peak
Off-Premise Extension
Off-the-Shelf
Offer Script
Offered Call
Offered-to-Switch
Offering Switch
On-Hook Dialing
On-Line
One Way Trade
Open Application Interface
Open Architecture
Open Collaboration Environment
Open Network Architecture
ONA
Operating Time
Operator
Operator Services
Operator Workstation
Other Common Carrier
Out of Band Signalling
Outbound
Outdialing
Outdial Facility
Outgoing Trunk
Outgoing Wats
Outsourcing
Overflow
Overflow Callers
Overflow Capability
Overflow Group
Overflow Load
Overflow Tie-Line Enhancement
Overflow Traffic
Overlay
Overload Control
Overload Management
Overload Protection
OWS
P
PABX
Pacing Algorithm
Paid Hours
PAPM
Passive Bus ISDN
Passive Program
Pay-Per-Call
PBX
PBX Extension
PBX Fraud
PBX Integration
PBX Profiles
PC-Centric
PCM
Peak Hour
Peak Load
Peak Periods
Peak Position Requirements
Peer-to-Peer Network
Peg Count
Penetration
Percentage ATB
Percentage CA
Percentage HLD
Percentage NCO
Percentage TUT
Peripheral Equipment
Permanent Shift Type
Personal 800 Number
Personal Information Manager PIM.
Personal IVR
Phone Appending
Phone Phreak
Phoneme-Based
Pilot Program
Pilot Survey
PJ-327
Plant Test Numbers
Plenum
Point of Presence (POP)
Point of Purchase (POP)
Point of Sale (POS)
Point of Sale Terminal
Point of Termination (POT)
Poisson Distribution
Poisson Process
POP
Port Shelf
POS
Position
Potential Revenue
POTS
Power Conditioning
Power Dialer
Power Pole
Pre-Qualification
Predictive Dialer
Predictive Dialing
Preview Dialing
Primary Agent Group
Primary Average Positions Manned
Primary RATE Interface (PRI)
Private Automatic Branch Exchange
Private Branch Exchange PBX.
Probability Code
Problem Resolution Engine
Productivity
Progressive Dialing
Proprietary
Proprietary Telephone Sets
Prosody
Prospect
Protocol
Pseudoternary
Psychographics
Public Switched Telephone Network
Public Utilities Commission
PUC
Pulse Code Modulation
Purge
Q
Qualify
Qualitative Data
Quality of Service
Quantitative Data
Queue
Queue Management
Queue Service Interval
Queued Mode
Queuing
Queuing Theory
Quick Disconnect
R
Raid
Raised Floor
RAN
Rate Chip
RBOC
Re-Engineering
Readerboard
Real-Time Adherence
Real-Time Data
Real-Time Status Display
Rebiller
Recency
Record
Record Locking
Record on Demand
Recorder
Recorder Warning Tone
Recycle
Redundancy
Refresh Rate
Regional Bell Holding Company
Regional Bell Operating COMPANY
Regression Analysis
Relationship Routing
Release
Remote Access
Remote Agent
Remote Maintenance System
Request for Information
Request for Quotation
Reseller
Response 1.
Response Analysis
Resporg
Rest Time
Restriction
Retrial
Reverse Matching
RFI
RFP
RFQ
Riser
RJ-11
RNA
Robbed Bit Signaling
Rotary Dial
Round Robin
Route
Route Advance
Route Optimization
Routing Table
RS-232 Interface
RSL
S
S.200 (ECTF)
S.300 (ECTF)
S.900 (ECTF)
Sales Automation
Sales Automation Software
Sales Force Automation
SAPM
SAS
Salting
Satellite Operation
SCAI
SCC
Schedule
Schedule Exception
Schedule Inflexibility
Schedule Preference
Schedule Test
Schedule Trade
Scheduling
Scheduling Software
SCP
Screen Monitoring
Screen Pop
Screen Scrape
Screen Synch
SCSA
SCSA Call Router
SCSA Compatible
SDMA
Secondary Agent Group
Secondary Average Positions Manned
Secondary Equipment
Secondary Market
Secondary Number of Calls Handled
Seeded List
Segment
Seized
Selects
Selection Charge
Self-Support
Seniority
Sequence
Server
Server-Based ACD
Service Bureau
Service Level
Service Level Agreement
Service Objectives
Service Observation
Service Quality
Services Management System
Seven by Twenty-Four
SFA
Shift Definitions
Shrinkage Percentages
Shrink-Wrapped Call Center
Sign On/Sign Off
Signaling System 7
Significant Hour
Silent Monitoring
Single Day Assignment
SiteRP
Site-Selection Criteria
Six Digit Translation
Skill Group
Skill Mapping
Skills-Based Routing
Skip Tracing
Smart Hunt Groups
SMDA
SMDR
SMDR Port
Smile and Dial
SMS/800
SNCH
SO
Soft Dollar Savings
Soft Key
Solid State Transfer
SONET
Source/Destination Routing
Source Code
Sort Scheme
Span
Span Line
Speaker Dependent
Speaker Independent
Speaker Recognition
Spectrum
Speech Concatenation
Speech Recognition
Speed Bumps
Spiff
Spike
Split
Split Test
Spray and Pray
SQL
SS7
SSP
Staffing Requirements Forecast
Stage & Test
Stand Alone
Standards
Starset
Start Time Interval
Station
Station Message Detail Recording (SMDR)
Station Message Registers
Station Set
Statistical History
Statistics
Statistics Port
Status Display
Status Monitoring
Stovepiping
STP
Structured Query Language
Structured Wiring
Subtargeting
Supervised Transfer
Supervisor
Support Desk
Suppression File
Surge Protector
Suspect
SVL
Switched Access
Switching Systems
Switchless Resellers
Synthesized Speech
Systems Integrator
T
T.120
T-1
T-1 Framing
T-2
T-3
T-4
Tables
Talk Time
Talk-Off
TAPI
Targeted Subsets
Tariff
Tariff 12
Tariff 15
TCAP
TCP/IP
TDD
Technical Support
Techno-Geek
Telco
Telecommunications Device for the Deaf
Telecommunications Infrastructure
Telecommuting
Telecompetitiveness
Telemanagement
Telemarketing
Telephone
Telephone Consumer Protection Act
Telephone Management System
Telephone Number Appending
Telephone Preference Service
Telephone Service Representative TSR.
Telephone Set Emulation
Telephone Use Restriction
Telephone-Based Speech Recognition
Telephony
Telephony Server
Telephony Server
Telephony Services
Telescripts
Teletraffic Optimizer Program
Teleworker
Temporary Signaling Connections
Text-Based Retrieval
Text-to-Speech
Thin Client
Third Party Call Control
Threshold
Throughput
Time Zone Report
Time Zone Sequencing
Time-of-Day Routing
Timeclock
Timed Reminders
Token Ring
Toll Fraud
Toll Free Service
Toll Restriction
Tone Dialing
Toner Phoner
Top Down
Topology
Total Transaction Call Processing
Touchtone
TPS
Trace Agent
Tracking
Traffic
Traffic Capacity
Traffic Carried
Traffic Concentration
Traffic Data to Customer
Traffic Engineering
Traffic Intensity
Traffic Load
Traffic Measurement
Traffic Monitor
Traffic Offered and Carried
Traffic Overflow
Traffic Path
Traffic Recorder
Traffic Table
Traffic Usage Recorder
Training (Voice Recognition)
Translations
Translator
Transmission Gain
Transparent
Trunk
Trunk Access Number
Trunk Group
Trunk Group Alternate Route
Trunk Holding Time
Trunk Hunting
Trunk Monitoring
Trunk Occupancy
Trunk Queuing
Trunks in Service
TSAPI
TSR
Turnkey
Twisted Pair
Two-Prong Jack
Two Way Trade
U
UCD
UN
UNACD
Unattended Call
Understaffing Limit
Unified Messaging
Uniform Call Distribution
Uniform Call Distributor
Universal Agent
Universal Device
Universal Ports
Unlisted Number
UNPBX
UNPBX ACD
Unsuccessful Call
Usage-Based
V
V-Commerce
VAD
Vanity Number
VAR
Variable Call Forwarding
VDN
Vector
Very Low Frequency Magnetic Radiation
Video Kiosk
Virtual Banding a WATS
Virtual Bypass
Virtual Call Center
Virtual Network
Virtual LAN
Virtual Private Network VPN.
VLF
Vocabulary Development
Voice Announcement System (VAS)
Voice Board
Voice Bus
Voice Card
Voice Mail
Voice Mail Jail
Voice Mail System
Voice Messaging
Voice-Over-IP
Voice-Over-Net
Voice Processing
Voice Recognition
Voice Response Unit
Voice Store and Forward
Voice Talent
VRU
Voice Server
VSE
VPN
VRU
VRU Connect Signaling
W
WAN
WATS
Weighted Average
Weighted Call Value
WET T-1
Whisper Prompt
Whisper Queue
Whisper Technology
White Noise
Wide Area Network
Wide Area Telephone Service
Wire Center
Wire Center Serving Area
Wired-For Capacity
Wireless Headset
Word Spotting
Work at Home
Workflow
Workflow Management
Workforce Management
Workload
Workstation
World Numbering Zone
Wrap-Up
Wrap-Up Data
Wrap-Up Time
Z
Zero Usage Customer
Zip Tone