Download PDF by Madeline Bodin: The Call Center Dictionary

By Madeline Bodin

ISBN-10: 0080500625

ISBN-13: 9780080500621

ISBN-10: 1578200954

ISBN-13: 9781578200955

Your organization wishes a choice middle to be aggressive within the twenty first century. This ebook is your consultant to the expertise, suggestions, and tendencies in modern-day name facilities. the decision middle Dictionary comprises all of the details you want to: comprehend: Your boss, the decision middle Dictionary offers transparent definitions of name middle acronyms, phrases, and know-how. remain up to date in this fast paced undefined!

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The term comes from fashion, where a custom-made suit is a bespoke suit. For your call center technology, this customization must be done by the vendor, a value-added reseller or consultant, not a tailor. Avoid this term if you can. It drips of snobbery. BHCA See BUSY HOUR CALL ATTEMPTS. BHCC See BUSY HOUR CALL COMPLETIONS. BIG BANG A cliche used to describe sweeping deregulation (or other regulatory changes) that opens a particular market to competition. The term has gotten a workout in the past few years in the call center industry.

Third-party call control controls the call through a connection directly to the switch (PBX). Generally third-party call control also refers to the control of other functions that relate to the switch at large, such as ACD queuing. CALL CONTROL PROCEDURE Group of interactive signals required to establish, maintain and release a communication. CALL CONTROL SIGNAL Any one of the entire set of interactive signals necessary to establish, maintain, and release a call. CALL DATA Call data refers to any information about a phone call that is passed by a switch to an attached computer system.

37 Call Center Dictionary 9. Tracing Calls. True story: Every third or fourth Friday afternoon a large factory in the South received bomb threats. They’d clear the factory, search the factory and not find anything. By the time they’d checked, it was too late to start up production. One day they checked their call accounting records. The calls were coming from a phone on the factory floor. The whole thing was a ruse to get an afternoon off. And now that many phones give you the number of who’s calling, call accounting systems are turning out to be great for checking the effectiveness of regional ad campaigns, figuring the profitability of direct mailings and even figuring the profitability of individual customers.

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The Call Center Dictionary by Madeline Bodin

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