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!
The amount of time a customer spends on hold before being connected to an agent. Long hold times negatively impact customer satisfaction and call center performance, while minimizing it improves customer experience and retention.
The oversight of non-customer-facing operations such as data entry, claims processing, or accounting. Effective management ensures smooth internal processes that support front-line agents and enhance service delivery.
The process of improving back-office efficiency through automation, workflow improvements, and resource allocation, reducing costs while ensuring seamless support for customer service functions.
Bandwidth measures the maximum amount of data that can be transmitted over a network connection in a given period, usually expressed in bits per second, affecting the speed and capacity of the connection.
A feature that allows supervisors to intervene or monitor a live call between an agent and a customer. This tool ensures immediate assistance, coaching opportunities, or escalation of issues to maintain high service quality.
A versatile agent trained to manage both inbound and outbound communications across multiple channels, such as calls, emails, and chats. This model improves flexibility, reduces idle time, and enhances operational efficiency.