Last week, we saw major call center software terminologies related to agents. This week, we will some more major terminologies of call center solution related to managers aka supervisors or admin.
Call Center Solution: It is a complete software with various features that can be used to run various campaigns. This software can be used to run incoming, outgoing, and hybrid campaigns in call centers or any business.
Call Center Dialer: In traditional time, call center software was known as call center dialer. At the present time, call center dialer presents auto dialers, which automatically call contacts one by one and manual dialer, which lets agents dial numbers manually one by one.
Multi-Channel: This phrase refers to the call center solution that supports customer care services through diversified communication modes such as call, screen share, web chat, SMS, social media, email, fax, etc.
Omnichannel: Omni-channel is applied to represent a way in which the client service journey continues seamlessly via diversified communication channels. For example, while buying an item, if a client communicated by call, he can keep communicating via any distinct communication channel, if a question is found another time. The omnichannel system reduces the requirement to restate the question again and again.
Contact Center Solution: An omnichannel call center software, which supports all unified communication channels in a call center is called a contact center solution.
CRM: This solution concentrates completely on client satisfaction and retention. It recognizes and maintains client relationships in person and virtually as well. The most vital parts of the business maintained by this solution with an excellent record and journey management of customers:
- Digital commerce and
- Customer service
Text to Speech (TTS): It is a feature available in the call center solution. It converts a written text message into an audio file, which can be used in IVR, voice broadcasting message, etc. It grows automation and improves the experience of callers, whereby moving operational expenses low.
Agent Panel/Interface: It is a call center software interface/window for agents, which provides all the features to manage various actions. The agent panel only shows the features of agents.
Admin Panel: It is a call center software interface/window for managers, supervisors, and admin of the call center or business. This interface provides all managerial features to supervise and control various operations in the call center.
KPI: It is a quantifiable performance indicator of the major criteria. Its value helps in defining the success or failure of the call center campaign. Also, it helps in measuring many other performance indicators.
Attrition: It is the rate at which agents of the call center deliberately leave the desk and do not take calls for a specific time. It is additionally recognized as ‘team turnover’, or ‘team churn’.
Blended Universal Queue System (BUQS): It is an amalgamation of instant messaging, emailing, and additional data permitting universal queuing accompanying call amalgamation.
Cost per Call: Cumulative costs divided by cumulative calls for a specific time period. Here is the cost can be fixed or variable.
Call Queue: When all agents are busy on calls and a caller calls in, it gets connected to the call center and joins a line, which is called call queue. The caller needs to wait for his turn until the next agent gets available to attend the call.
Escalation Plan: It is a policy that defines the required actions while the call queue starts surpassing acceptable levels.
Call Handling Analysis: It is a metric for measuring the command and quality of call handling by the agents.
Call Center Schedule Adherence: It is a metric adopted to discover if agents are working as per the time they are supposed to work.
Barge-in: Supervisor can listen to an ongoing call. Neither agent nor customer or prospect on a call gets to know that agent is listening.
Whisper: Manager advises an agent about what to answer without letting customer on the other line know about it.
3-way Conference calling: All three, customer, agent, and manager speak to each other and all in the call knows about the presence of others.
First Call Resolution: The customer gets a resolution to his concern before hanging up the call, which he has made for the first time.
Call abandoned ratio: This metric shows the ratio of calls abandoned by callers even before getting connected with an agent.
Average call hold time: It is average of total hold time of all customers while agents were looking for the resolution.
Live Call View: It shows live statistics of ongoing calls and activities related to calls. Some advanced call center solutions also show system details, usage of the system, etc.
Historical Reports: Reports that track call center and agent performance over a period of time.
These are the top terminologies you need to know about call center solutions.