Explore our comprehensive glossary of telecom terms and concepts, designed to help you navigate the complex world of telecommunications. Whether you're a seasoned professional or new to the industry, this resource covers everything from basic terminology to advanced industry-specific jargon. Stay informed and easily understand key terms related to networks, infrastructure, services, technologies, and more. Dive in and enhance your telecom knowledge today!
Automatic Call Distributor (ACD) is a telephony system that routes incoming calls to the appropriate agent or department based on predefined criteria.
Advanced Call Center Technologies (ACCT) refers to the suite of tools, systems, and software used by call centers to enhance operational efficiency, streamline communication processes, and improve customer service experiences. These technologies may include predictive dialers, customer relationship management (CRM) systems, and voice recognition software, all of which aim to reduce wait times, automate routine tasks, and provide agents with real-time customer information.
A trained representative responsible for managing customer interactions through various channels, ensuring customer satisfaction, and resolving queries effectively.
Agent coaching is a vital process in call center management where supervisors or trainers provide guidance and feedback to agents. This is done to help them improve their communication skills, product knowledge, and problem-solving abilities. Effective coaching not only boosts individual performance but also enhances the overall quality of customer interactions, leading to higher satisfaction rates and better team morale.
A metric representing the percentage of time agents actively handle customer tasks versus idle time, reflecting how efficiently their time is utilized.
A system or tool that gathers and presents key performance data about agents, helping managers track productivity, identify trends, and improve workforce management.