Translate

Definitions

Definitions of key contact centre terms and phrases. Also found in our Contact Centre Jargon Glossary.

phone keypad

What is an Outbound Dialling Campaign?

attrition people in circle

What Is Attrition?

ASR automated speech recognition Written on Green Key of Metallic Keyboard.

What Is Automated Speech Recognition?

aux-work-state

What is Auxiliary Work State?

available

What is Available Time?

exploding clock

What Is Average Handling Time (AHT)?

What is Average Speed of Answer?

What is Average Talk Time?

Phone as centre of clock with words average time to abandon ata

What Is Average Time to Abandon (ATA)?

What is Bluetooth?

What Is Brand Experience?

What Is Brand Intelligence?

Headset headphones telephone and laptop in call center

What Is Business as Usual (BAU)?

linked paper people

What is Business Networking?

Business Process Outsourcing BPO on notepad

What Is Business Process Outsourcing (BPO)?

What is Business to Business – B2B?

b2c

What is Business to Consumer (B2C)?

Call Analytics written on an image with a phone and symbols

What Is Call Analytics?

What Is Call Riding?

A mobile phone with people icons

What Is Call Routing?

Person holding a phone with the letters CLI

What Is Calling Line Identity (CLI or CLID)?

loop blue rollercoaster

What Is Closed-Loop Feedback?

mark tick

What is Compliance in the Contact Centre?

There is notebook with the word Computer Telephony Integration

What Is Computer Telephony Integration (CTI)?