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!
CAC (Customer Acquisition Cost) is a metric that calculates the cost of acquiring a new customer by dividing the total marketing and sales expenses by the number of new customers gained during a specific period.
Call Analytics involves the collection and analysis of data from phone calls, such as call duration, customer sentiment, and resolution rates, to improve call center performance and customer service strategies.
A Call Center is a centralized department that handles large volumes of inbound and outbound calls for businesses, providing customer service, technical support, or sales functions through phone interactions.
A performance tracking tool used to assess agents’ effectiveness across multiple metrics like customer satisfaction, resolution rate, and productivity, helping to identify areas for improvement.
Call Center Agent Utilization measures how effectively a call center agent’s working hours are spent, typically calculated by dividing the time spent on calls by the total time available for handling calls.
Call Center Coaching is the process of training and guiding call center agents to improve their communication, problem-solving, and customer service skills through real-time feedback and personalized sessions.