Call Centre Glossary

Thanks for checking out the most comprehensive and hopefully entertaining call centre glossary on the planet. If there is one industry that loves its acronyms and abbreviations its the call centre industry!

For over 25 years I’ve tried to capture as many unique phrases and jargon that you hear in and around call centres. Of course with the call centre (or now contact centre to be more accurate) becoming the engine room of the business and with the fast onset of new technology it seems like every day a new acronym emerges…

Rest assured though this is a living and breathing call centre glossary that I try to maintain with the latest bits of jargon floating around. If you do find I’m missing a term or have a suggestion or how we can improve a current one please just me know.

Kind regards, Justin

Call Centre Glossary

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  • a

  • Abandoned Calls Metric
    Abandoned Calls Metric Abandoned calls occur when customers have tried to contact your business but then... - Read More
  • Abandonment rate
    Abandonment rate An abandoned rate is a simple calculation on the percentage of calls that abandoned while... - Read More
  • Abandonment rate in call centres
    Abandonment rate An abandoned rate is a simple calculation on the percentage of calls that abandoned while... - Read More
  • ACD
    The system that handles all the incoming telephone calls and directs them to the next available agent. The ACD will also queue all the calls and... - Read More
  • ACW
    After Call Work Metric in call centres After Call Work (aka ACW) refers to the period of time immediately... - Read More
  • Adherence Metric
    Adherence Metric in call centres Contact Centres spend a lot of time building complex rosters aligned to... - Read More
  • Advanced Mobile Location
    Advanced Mobile Location Depending on what you get up to in life, Advanced Mobile Location (or AML for short) could be your best friend or your... - Read More
  • After Call Work
    After Call Work Metric in call centres After Call Work (aka ACW) refers to the period of time immediately... - Read More
  • AHT
    Average Handling Time metric in call centres The Average Handling Time metric is the total length of time... - Read More
  • AML
    Advanced Mobile Location Depending on what you get up to in life, Advanced Mobile Location (or AML for short) could be your best friend or your... - Read More
  • ASA
    Average Speed of Answer metric for call centres The Average Speed of Answer metric is the average time... - Read More
  • Attrition
    A common metric that is used to measure the amount of people that leave an organisation, typically expressed as a percentage.If you want to... - Read More
  • Automatic Call Back
    A feature that enables customers facing long wait times in your queue (on the rare times that would happen..…) to request a call back when the... - Read More
  • Automatic Call Distributor
    The system that handles all the incoming telephone calls and directs them to the next available agent. The ACD will also queue all the calls and... - Read More
  • Automatic callback
    A feature that enables customers facing long wait times in your queue (on the rare times that would happen..…) to request a call back when the... - Read More
  • Automatic Dialler
    An Automatic Dialler or Outbound Dialler is an electronic device or software that automatically dials telephone numbers. Automated Diallers have... - Read More
  • Average Handle Time
    Average Handling Time metric in call centres The Average Handling Time metric is the total length of time... - Read More
  • Average Handling Time metric
    Average Handling Time metric in call centres The Average Handling Time metric is the total length of time... - Read More
  • Average Speed of Answer
    Average Speed of Answer metric for call centres The Average Speed of Answer metric is the average time... - Read More
  • b

  • B2B
    Often heard in marketing, B2B is a short version of Business to Business. Simply put it generally involves one company trying to do business to... - Read More
  • B2C
    Just like B2B, B2C is a short version of Business to Consumer. Do I actually have to explain that?“Hi Justin, its Tim from Apple. I’d like to... - Read More
  • Back Office Outsourcing
    A term we hear more and more, it refers to the outsourcing of administration components of a business such as accounting/bookkeeping, payroll,... - Read More
  • Balanced Scorecard
    A way of displaying performance data that typically consists of a range of different measures that focus on all elements of performance. Balanced... - Read More
  • BCP
    Business Continuity for call centres Think of Business Continuity like insurance for your call centre. What... - Read More
  • BIFFO
    Normally when there is some BIFFO in the workplace it involves at least one party being terminated. Thankfully there is an alternative version... - Read More
  • Big Data
    Its not the size that matters, its what you do with it (allegedly…). Big data is a broad term for data sets so large or complex that traditional... - Read More
  • Blended
    A great rom-com movie starring Adam Sandler and Drew Barrymore that was released in 2014 - I'm giving it 4 out of 5 stars!I suppose you would... - Read More
  • Bloody Marketing!
    Often heard when unexpected call volumes start flooding into the call centre. We'd hate to blame the marketing department, but…... "Oh yeah, we... - Read More
  • bot
    One day your happy talking to a human being and then whack, bam - you're now dealing with a Chatbot. A what? A Chatbot, or Bot for short, can be... - Read More
  • BPA
    BPA or Business Process Automation is the skill of taking very manual processes and utilising computer systems and software to automate either... - Read More
  • BPO
    Engaging another company to deliver services on your behalf. In our world that typically refers to using third party outsourcers companies to... - Read More
  • Brandy
    Absolutely no relevance to the contact centre industry at all. However Brandy is my beautiful dog who sadly passed away in December 2016 and she... - Read More
  • Business Continuity
    Business Continuity for call centres Think of Business Continuity like insurance for your call centre. What... - Read More
  • Business Process Automation
    BPA or Business Process Automation is the skill of taking very manual processes and utilising computer systems and software to automate either... - Read More
  • Business Process Improvement
    Someone has always got a better way of doing things…. A systematic approach to optimise business processes to achieve better results.... - Read More
  • Business Process Outsourcing
    Engaging another company to deliver services on your behalf. In our world that typically refers to using third party outsourcers companies to... - Read More
  • c

  • Call Centre Nightmare Syndrome
    The Call Centre Nightmare Syndrome (CCNS) is impacting thousands of defenceless Australians who get stuck in a merciless experience trying to... - Read More
  • Call Centre Occupancy
    Call Centre Occupancy Call Centre Occupancy is one of the key measures used to determine how efficient a... - Read More
  • Call Recording
    The ability to record and retrieve the entire conversation with the customer.  Can also be combined with Screen Capture.Particularly useful... - Read More
  • Call Routing
    The same as an Automatic Call Distributor (ACD). There are three key types of call routing (but there are literally dozens of variations):... - Read More
  • Calling Line Identification
    CLI or Calling Line Identification is when the telephone technology displays the number where the customer is calling from – an important feature... - Read More
  • Carers Leave
    In Australia most organisations allow paid time off known as Carers Leave for staff to care for immediate family members (deducted from their... - Read More
  • CCaaS
    Heard of Cloud Solutions right? Well you can now have your whole contact centre infrastructure delivered via the cloud. This enables you to access... - Read More
  • CCNS
    The Call Centre Nightmare Syndrome (CCNS) is impacting thousands of defenceless Australians who get stuck in a merciless experience trying to... - Read More
  • CEM
    Gartner defines customer experience management (CEM) as “the practice of designing and reacting to customer interactions to meet or exceed... - Read More
  • CEX
    What does CEX mean? And just when you thought it was safe to browse LinkedIn... That's right, a new acronym is slowly gaining traction known as... - Read More
  • CFM
    CFM Software is essentially any software that is designed to capture the 'Voice of the Customer". For those of us who grew up a little while ago... - Read More
  • Chatbot
    One day your happy talking to a human being and then whack, bam - you're now dealing with a Chatbot. A what? A Chatbot, or Bot for short, can be... - Read More
  • CLI
    CLI or Calling Line Identification is when the telephone technology displays the number where the customer is calling from – an important feature... - Read More
  • Cloud Computing
    A Cloud computer means storing and accessing data and programs over the Internet instead of your computer’s hard drive.  "Cloud" is just a... - Read More
  • Coaching
    Coaching is a rare phenomenon in call centres that involves a Team Leader or Manager spending time with a staff member to provide feedback,... - Read More
  • Computer Telephony Integration
    A method of connecting your telephone system to your computer that opens up a world of opportunities to improve the customer experience and... - Read More
  • Consultants
    Consultants provide a range of services where you can benefit from someone else's years of experience to help accelerate your business.Ok that... - Read More
  • Contact Centre as a Service
    Heard of Cloud Solutions right? Well you can now have your whole contact centre infrastructure delivered via the cloud. This enables you to access... - Read More
  • COPC
    The COPC® Family of Standards is a globally recognised performance management framework that enables you to measure and improve all operational... - Read More
  • Corporate Social Responsibility
    CSR is most commonly known as Customer Service Representative however there is also another version... It can also mean the continuing commitment... - Read More
  • Crikey
    A very Aussie terms used when things go wrong. Think a fire evacuation drill in your call centre right in the middle of your peak time!Or like... - Read More
  • CRM
    Customer relationship management (CRM) is an approach to managing a company’s interaction with current and future customers. It often involves... - Read More
  • CSR
    Just the most important person in your contact centre! A Customer Service Representative 'CSR' refers to a person employed to directly liaise with... - Read More
  • CTI
    A method of connecting your telephone system to your computer that opens up a world of opportunities to improve the customer experience and... - Read More
  • Customer effort
    The big daddy of KPIs! Customer Effort measures the entire length it takes a customer to connect with an agent. So this includes the IVR (if... - Read More
  • Customer Experience Management
    Gartner defines customer experience management (CEM) as “the practice of designing and reacting to customer interactions to meet or exceed... - Read More
  • Customer Feedback Management
    CFM Software is essentially any software that is designed to capture the 'Voice of the Customer". For those of us who grew up a little while ago... - Read More
  • Customer Relationship Management
    Customer relationship management (CRM) is an approach to managing a company’s interaction with current and future customers. It often involves... - Read More
  • Customer retention
    A term used when companies desperately try and 'retain' customers who are likely to leave them as a customer. This can often take the form of... - Read More
  • Customer Service Representative
    Just the most important person in your contact centre! A Customer Service Representative 'CSR' refers to a person employed to directly liaise with... - Read More
  • CX
    We love our acronyms in the contact centre industry! Now I'd like to pretend that CX is some amazingly clever acronym but sadly its just short for... - Read More
  • d

  • Dialler
    An Automatic Dialler or Outbound Dialler is an electronic device or software that automatically dials telephone numbers. Automated Diallers have... - Read More
  • Digitisation
    Digitisation is the process of converting information into a digital format. In this format, information is organised into discrete units of data... - Read More
  • DNIS
    DNIS (or Dialled Number Identification Service) is a feature of the telephony network that enables us to know which number was dialled by a... - Read More
  • Double Jacking
    When a Team Leader/Supervisor sits next to an agent at their desk and plugs into their headset so they are able to listen to the customer.... - Read More
  • e

  • Employee Engagement
    Employee engagement is a workplace approach designed to ensure that employees are committed to their organisation’s goals and values, motivated to... - Read More
  • Employee Experience
    If you weren't already confused by how Customer Experience equals CX well the same smart folk have decided that Employee Experience equals EX. I... - Read More
  • Employee retention
    Most businesses spend a lot of money on hiring and training staff, and then waiting (often for months) for them to become fully proficient at... - Read More
  • Erlang Formulas
    Erlang Formulas If you have spent any time in and around call centres you may have heard the term Erlang... - Read More
  • EX
    If you weren't already confused by how Customer Experience equals CX well the same smart folk have decided that Employee Experience equals EX. I... - Read More
  • f

  • FCR
    First Call Resolution metric (FCR) FCR is a common measure for the effectiveness of the call centre –that is... - Read More
  • First Call Resolution
    First Call Resolution metric (FCR) FCR is a common measure for the effectiveness of the call centre –that is... - Read More
  • g

  • GOS
    Grade of Service Call Centre Metric GOS (short for Grade of Service) is the old workhorse of call centre... - Read More
  • Grade of Service
    Grade of Service Call Centre Metric GOS (short for Grade of Service) is the old workhorse of call centre... - Read More
  • h

  • Hold Messaging
    Hold messaging is the ability to play some targeted messages to customers whilst they listen to some great music. The messaging can be set to play... - Read More
  • Hold Music
    The ability to play some nice music to customers to ease the pain of waiting to speak to an agent.Just an idea, but as Centrelink (Australia’s... - Read More
  • Hold Time
    The length of time an agent places a customer on hold. This can be to check for further information, refer to a colleague, seek approvals etc. or... - Read More
  • Home Agent
    With the introduction of Cloud Solutions, it is now quite easy (from a technology perspective) to have work from home agents still be connected to... - Read More
  • i

  • intelligent call back
    Unlike automatic call back, Intelligent Callback enables the customer to keep their position in the queue even after they have disconnected the... - Read More
  • Intelligent callback
    Unlike automatic call back, Intelligent Callback enables the customer to keep their position in the queue even after they have disconnected the... - Read More
  • Internet of Things
    The Internet of Things or IoT sounds like something pretty cool and it is! It essentially means connecting any device that can be turned on and... - Read More
  • Intra Day Statistics
    Reports that provide details of what is happening in the Call Centre at particular times of the day – often broken down into short time periods... - Read More
  • IoT
    The Internet of Things or IoT sounds like something pretty cool and it is! It essentially means connecting any device that can be turned on and... - Read More
  • ISO Standards
    A global Quality Framework (ISO stands for International Standard Organization) that is often applied to call centres. There are a range of... - Read More
  • ITIL
    ITIL, formerly an acronym for Information Technology Infrastructure Library, is a set of practices for IT Service Management (ITSM) that focuses... - Read More
  • IVR
    The IVR (or Automatic Voice Response) is a telephone system that lets callers interact with your company through either touch tone (using numbers... - Read More
  • j

  • Job Description
    A document that sets out clear expectations of the duties for a specific job along with the associated Key Performance Indicators. Its kind of... - Read More
  • k

  • Key Performance Indicators in call centres
    Key Performance Indicators or KPIs KPIs define the targets and measures against which an agent, team,... - Read More
  • KMS
    A Knowledge Management System is like asking your Mum for advice, she always knows the right things to say!KMS is software that Agents use as... - Read More
  • Knowledge Management System
    A Knowledge Management System is like asking your Mum for advice, she always knows the right things to say!KMS is software that Agents use as... - Read More
  • KPI
    Key Performance Indicators or KPIs KPIs define the targets and measures against which an agent, team,... - Read More
  • KRA
    Key Responsibility & Accountability (KRA or KR&A) are similar to Key Performance Indicators. The only other thing I’d add is that KRA’s can often... - Read More
  • l

  • Leave without pay
    In Australia, the majority of organisations will allow staff to take personal leave without pay (or LWOP as it might appear on a payslip) for... - Read More
  • Line of Business Codes
    Line of Business Codes or Wrap Codes are a list of customisable codes that are entered either during or after a call by an agent to identify the... - Read More
  • LOB
    Line of Business Codes or Wrap Codes are a list of customisable codes that are entered either during or after a call by an agent to identify the... - Read More
  • LWOP
    In Australia, the majority of organisations will allow staff to take personal leave without pay (or LWOP as it might appear on a payslip) for... - Read More
  • m

  • Management Information System
    The Management Information System (MIS) provide reports that enable the Call Centre or CX Manager to monitor the call centres or broader customer... - Read More
  • Maximum Wait Time
    The Maximum Wait Time is longest time a customer had to wait to be connected to an agent over a defined period of time. This could be over an... - Read More
  • MIS
    The Management Information System (MIS) provide reports that enable the Call Centre or CX Manager to monitor the call centres or broader customer... - Read More
  • Multi-channel
    Think of it like opening a block of Cadbury Snack chocolate - there are lots of options to choose from and we all have our preferences. From... - Read More
  • Multi-skilling
    An agent who can handle several different types of calls, e.g. sales and service or multiple channels like phone calls and chat.They are like... - Read More
  • multichannel
    Think of it like opening a block of Cadbury Snack chocolate - there are lots of options to choose from and we all have our preferences. From... - Read More
  • Mystery Shopping
    Fake calls made by paid professionals to check that the actual customer experience is in line with the planned experience. Typically comes with a... - Read More
  • n

  • Natural Language IVR
    Natural Language IVR is Speech Recognition on steroids combined with the benefits of an IVR. It enables the customer to interact with any system... - Read More
  • NBN
    The National Broadband Network (aka NBN) is the largest infrastructure project in Australia's history costing an estimated $40B and still growing... - Read More
  • Near Shore
    A term typically used to describe the location of outsourcing call centre work to another country close by. For Australia, our near shore location... - Read More
  • NPS
    Net Promoter Score (NPS) is a customer loyalty metric developed by Fred Reichheld.Net Promoter Score (NPS) measures the loyalty that exists... - Read More
  • o

  • Off phone meetings
    The holy grail of call centre life. A chance to get off the phones and go to a room where there are no customers annoying you. OK granted its... - Read More
  • off-shore
    Offshore is a term typically used to describe the outsourcing of call centre work to another country to access cheaper labour rates. Why does that... - Read More
  • OffShore
    Offshore is a term typically used to describe the outsourcing of call centre work to another country to access cheaper labour rates. Why does that... - Read More
  • offshoring
    Offshore is a term typically used to describe the outsourcing of call centre work to another country to access cheaper labour rates. Why does that... - Read More
  • omni-channel
    Omnichannel hey? Is it a myth or a real thing?  According to Frost & Sullivan, omnichannel is defined as "seamless and effortless, high-quality... - Read More
  • Omnichannel
    Omnichannel hey? Is it a myth or a real thing?  According to Frost & Sullivan, omnichannel is defined as "seamless and effortless, high-quality... - Read More
  • One on one coaching
    One on one coaching is the most effective form of coaching in a call centre where the Team Leader or Manager spends time directly with an... - Read More
  • One on Ones
    One on ones typically refer to having a conversation with a call centre agent off the phones. Normally they are conducted at least once a month... - Read More
  • Overflow Calls
    Calls that cannot be initially handled by the primary workforce. There are a range of options to handle overflow calls including:Using... - Read More
  • p

  • PABX
    Depending on its capacity, a PABX (or Private Automatic Branch Exchange) can handle thousands of telephone lines, and reroute the incoming calls... - Read More
  • Payment Card Industry Data Security Standard
    PCI DSS is short for the beautifully phrased term Payment Card Industry Data Security Standard. It provides an actionable framework for developing... - Read More
  • PCI DSS
    PCI DSS is short for the beautifully phrased term Payment Card Industry Data Security Standard. It provides an actionable framework for developing... - Read More
  • Penalty Hold
    When an agent places an annoying customer on hold as punishment for being an asshole. Stats for penalty hold are automatically excluded from... - Read More
  • Post Call Survey
    Post Call Surveys are typically automated and used to gather information from the customer about the conversation they just completed. This may be... - Read More
  • Predictive Dialler
    A Predictive Dialler is the modern day torture device for call centre agents and customers alike.The job of a Predictive Dialler is to... - Read More
  • Process Optimisation
    It reminds me a bit of the line from Predator ” If it bleeds we can kill it”. Well if you have a process invariably you can improve on it! Hell,... - Read More
  • q

  • QA
    Refers to a structured process to measure the quality and or compliance of a call centre agents performance. This can include everything from... - Read More
  • Quality Assurance
    Refers to a structured process to measure the quality and or compliance of a call centre agents performance. This can include everything from... - Read More
  • Quality Framework
    A structured program that outlines the key components necessary for a great customer experience. Like someone actually put some thought into it.... - Read More
  • Queue
    Just like those long lines you stand in when trying to purchase the latest Apple Phone that you “just have to have”, a telephone queue is pretty... - Read More
  • queues
    Just like those long lines you stand in when trying to purchase the latest Apple Phone that you “just have to have”, a telephone queue is pretty... - Read More
  • r

  • RAN
    A recorded announcement (RAN) that plays whilst a customer is on hold or at the start of a call. Can be set at different time thresholds with... - Read More
  • RDO
    The RDO or Rostered Day Off used to be a common model in Australia where contact centre agents are able to work additional hours each day and once... - Read More
  • Reason codes
    Line of Business Codes or Wrap Codes are a list of customisable codes that are entered either during or after a call by an agent to identify the... - Read More
  • Recorded Announcement
    A recorded announcement (RAN) that plays whilst a customer is on hold or at the start of a call. Can be set at different time thresholds with... - Read More
  • Recruitment Process Outsourcing
    Service providers manage the entire recruiting/hiring process from job profiling through onboarding of the new hire, including staff, technology,... - Read More
  • Remote Listening
    The ability to listen to a live conversation between an agent and a customer from another location. This is typically undertaken from a Team... - Read More
  • Rostered Day Off
    The RDO or Rostered Day Off used to be a common model in Australia where contact centre agents are able to work additional hours each day and once... - Read More
  • s

  • Scheduled Call Back
    Similar to Virtual Queue, a scheduled call back enables the customer to determine when they would like to receive a call back when wait times... - Read More
  • Screen Capture
    The ability to record all computer activity/transactions by an agent. Can also be combined with Call Recording for the ultimate weapon... - Read More
  • Screen Pop
    Screen pop describes the ability for specific information related to the caller to arrive on an agents desktop at the same time as (or just... - Read More
  • Service Level Agreements
    Service Level Agreements in call centres are typically a contractual agreement between a service provider (e.g. an Outsourcer) and the... - Read More
  • She'll be right
    Normally the response from the Marketing department when you raise your concern about the impact the latest advertising campaign may have on the... - Read More
  • Short Calls
    There are some naughty agents out there that think it’s a pretty cool idea to answer a call and then hang up on the customer. That way they will... - Read More
  • Shrinkage
    A condition most likely to effect males after exiting cold water. Whilst that’s true, shrinkage in call centres often has two distinct... - Read More
  • Sick Leave
    When an agent does not attend a scheduled shift due to illness. In Australia most call centre agents get up to 10 paid sick days per year with any... - Read More
  • sickie
    When an agent does not attend a scheduled shift due to illness. In Australia most call centre agents get up to 10 paid sick days per year with any... - Read More
  • Side by side coaching
    The process of physically sitting next to an agent and providing them with some coaching ‘on the spot’. Often a good way of seeing how an agent... - Read More
  • SIP
    The Session Initiation Protocol (SIP) is a communications protocol for signaling and controlling multimedia communication sessions. The most... - Read More
  • Skills Based Routing
    By using an IVR, we are able to determine the key reason a customer is trying to contact us. For example, Press 1 for Sales and 2 for Service.... - Read More
  • SLA
    Service Level Agreements in call centres are typically a contractual agreement between a service provider (e.g. an Outsourcer) and the... - Read More
  • Speech Analytics
    The process of analysing recorded calls to gather information, bring structure to customer interactions and expose information buried in customer... - Read More
  • Speech Recognition
    For Apple lovers out there think Siri. It’s the ability for a machine or program to identify spoken words or phrases and then use that information... - Read More
  • Staff engagement
    Employee engagement is a workplace approach designed to ensure that employees are committed to their organisation’s goals and values, motivated to... - Read More
  • Staff retention
    Most businesses spend a lot of money on hiring and training staff, and then waiting (often for months) for them to become fully proficient at... - Read More
  • Superannuation
    In Australia its law that employees are paid 9.5% of their salary into a Superannuation fund that they cannot access until they retire. Sometimes... - Read More
  • Supervised AI technology
    I know it sounds complicated right? So lets break it down real slow. Supervised AI technology is essentially like a virtual assistant/chatbot who... - Read More
  • t

  • Talk Time
    The amount of time an Agent spends actually talking to a customer – from start to finish. In some call centres Talk Time does not include the time... - Read More
  • Team Leader
    Quite possibly the most important people in your call centre! A Team Leader is directly responsible for managing a team of call centre agents.... - Read More
  • Total Customer Effort
    The big daddy of KPIs! Customer Effort measures the entire length it takes a customer to connect with an agent. So this includes the IVR (if... - Read More
  • Trunks
    Simply put it’s the number of telephone lines available. If you don’t have enough you will not have any ability to place customers on hold. With... - Read More
  • Turnover
    A common metric that is used to measure the amount of people that leave an organisation, typically expressed as a percentage.If you want to... - Read More
  • v

  • VA
    OK this one is getting more confusing than trying to work out which Australian politicians are about to be axed due to the dual citizenship... - Read More
  • Virtual Assistant
    OK this one is getting more confusing than trying to work out which Australian politicians are about to be axed due to the dual citizenship... - Read More
  • Virtual Queue
    A virtual queue is some pretty smart technology that enables customers to retain their place in the call waiting queue even after disconnecting... - Read More
  • Virtual queuing
    A virtual queue is some pretty smart technology that enables customers to retain their place in the call waiting queue even after disconnecting... - Read More
  • Visual Engagement
    Visual engagement is the process of supporting customers through the use of video, face-to-face video conferencing, screen sharing, or... - Read More
  • VoC
    OK sit down. This one may come as a shock. Voice of the Customer is the term given to formal programs that capture feedback from your customers. I... - Read More
  • Voice Analytics
    Voice Analytics is the process of analysing recorded calls to obtain insights that previously would be unattainable, much like my chances of being... - Read More
  • Voice Biometrics
    Voice Biometrics is a numerical representation of the sound, pattern, and rhythm of an individual’s voice. A voice biometric or “voice print,” is... - Read More
  • Voice of the Customer
    OK sit down. This one may come as a shock. Voice of the Customer is the term given to formal programs that capture feedback from your customers. I... - Read More
  • Voicemail
    Often the last resort in a call centre when you simply cant get to all the calls in a quick enough manner. Voicemail enables the customer to leave... - Read More
  • VoIP
    Voice Over Internet Protocol or VoIP can be explained in a non geeky way of sending your voice calls over the internet instead of through... - Read More
  • w

  • Web Voice Synchronisation
    Web Voice Synchronisation is a cutting-edge contact centre technology that rotates your company’s bank of phone numbers so that different website... - Read More
  • WFH
    With the introduction of Cloud Solutions, it is now quite easy (from a technology perspective) to have work from home agents still be connected to... - Read More
  • WFM
    The most basic functions of an automated workforce management system are forecasting, scheduling, and tracking to get the most from available... - Read More
  • Workforce Management
    The most basic functions of an automated workforce management system are forecasting, scheduling, and tracking to get the most from available... - Read More
  • Wrap codes
    Line of Business Codes or Wrap Codes are a list of customisable codes that are entered either during or after a call by an agent to identify the... - Read More
  • Wrap Time
    Time taken by the Agent, following the call, to complete the transactions for that call (e.g. entering information into a database) – also known... - Read More
  • WVS
    Web Voice Synchronisation is a cutting-edge contact centre technology that rotates your company’s bank of phone numbers so that different website... - Read More