To give you an
understanding of the call center world, we created a succinct call
center dictionary with the most important terms.
Abandoned or Lost
The caller hangs up
before the agent can answer the call.
This is a code,
attached to the system by the agent to code the particular character
of the call. This makes appropriate analysis possible.
After Call Work
This is the work the
agent has to do after a call. This can be from the input of the
gathered data to the transmission of calls.
An agent is a person
which conducts incoming and outgoing calls.
The agent group is a
group of staff, which has the same qualification level.
The announcement is
played for the caller before the call is answered.
A call answered by an
Routing and Reporting
The call center has
the possibility of routing and to backtracking calls.
This telephone system
collects all incoming calls, puts them into the waiting line,
assigns them to the agents or creates reports about the conducted
Available is the
status of those agents, who are logged onto the telephone system and
Average Delay of
The average queue time
of calls on hold.
Average Handle Time
This is the total sum
of the average call time and the average post editing time.
Average Speed of
Average queue time of
Average Time to
The average time in
which calls are abandoned.
This is the number of
agents that are needed for ensuring the defined service level and
the defined reaction time.
The busy hour is the
hour, in which the most incoming calls are counted.
Apart from normal
telephone calls also other possible contacts ( e.g. internet) are
stated as calls.
A call back is
executed if the customer explicitly asks for it. The customer can
apply for the call back with a form on the company homepage. The
agent has the possibility to respond by himself or the system can
generate a call back automatically.
Call center is a
synonym for customer service center.
An incoming call is
automatically routed to a free agent.
The telephone number
is automatically forwarded to the call center.
Calls in Queue
Calls which are routed
into the queue line, because of no free lines.
This is the alliance
between the telephone system and the IT system, which enables to
make, answer, route and abandon calls automatically, to send and
receive faxes and much more.
Day of Week Routing
Companies have the
possibility to route all calls on specific days of the week (for
example on the weekend). Furthermore they also can be routed beyond
the normal working hours or on specific calendar days.
are company specific announcements, which are played during the
queuing time. This prevents abandoned calls.
This is one hour
telephone traffic in one timed hour. If 4 telephone lines are busy
for 120 minutes telephone traffic within one hour, you get as a
result 0,5 Erlang.
Erlang A. K.
Erlang A. K. was a
Danish engineer. He was employed at a telephone enterprise at the
beginning of the 20th century and developed Erlang B,
Erlang C and other formulas of the communication theory.
With the Erlang B you
can calculate the capacity of the telephone circuit allowing a
certain loss probability. For those, who do not pass, it is assumed,
that they will not try it a second time, which does not fit to
reality. The formula is only appropriate for those periods, where no
lost calls occur.
concerning the holding time are made, whereupon 3 things are basic
therefore, the number of agents, the number of calls and the average
working hours per call. Furthermore you can calculate the
capacities, which are needed.
This plan comes in
action, when the number of calls overburdens the available
Fast Clear Down
This is a caller, who
hangs up immediately, if he hears the Pease hold the lime
This is the total
number of all calls, handled by our agents.
This is the time,
which is used for the complete process (call + finishing).
The historical reports
are data and call statistics, which are analysed on basis of the
company demands. This can also be analysis concerning the behaviour
of the agents.
This call is made from
outside to the call center.
see Voice Response
Calls, which are made
inside of the call center (for example because of query in case of
It is the time, which
is necessary to answer queries, which do not need an immediate
For optimisation of
the quality the calls can be listened to. This can be done by silent
monitoring, side by side and recorded & review.
The multilingualism is
becoming more and more important, especially in the call center
The times beyond the
most intensive call periods are called Off-Peak.
If a case is not
closed entirely because certain actions still have to be taken, the
case is called Open Ticket.
Outgoing call by agent
If certain or all call
center services are passed to an external service company.
If a multiplicity of
calls incur at the same time and the capacities are blown up, the
excessive calls are called Overflow and can be routed to another
Peak is the most
intensive call period
The caller is in the
queue until the agent is available again.
Calls, which are
perceived by the telephone system, whereupon no separation in lost
and handled calls is made.
This is the time the
agents need to respond to certain actions (answering an e-mail).
The Service Bureau is
a company, which conducts an in- and outbound call center for one or
It is the percentage
of incoming calls, which are handled within an exactly defined
Skill Based Routing
The telephone system
routes cautomatically to the agent who has the appropriate
The Speech recognition
is needed to decipher the spoken language.
The team leader acts
as a direct supervisor of a certain number of agents. He is
responsible for the coaching and motivation of the agents.
This is the total time
of an incoming call.
This is the agent, who
can handle all types of calls, inbound and outbound.
The caller always
knows about his actual status and how fast it moves on.
Voice Response Unit (VRU)
The VRU is also called
Interactive Voice Response Unit (IVRU) or Audio Response Unit (ARU).
If a caller enters figures or talks, the VRU reacts and can transfer
information to the caller, if the VRU is connected to a database.