Glossary
A
Abandoned Call
The caller hangs up before the call is answered. Also known as a Lost Call.
Agent Out Call
An outbound call made by an agent.
Agent Status
Telephone transmission or switching that is not digital. Signals are analogous
to the original signal.
Agent
The person who handles incoming and outgoing calls. Also commonly known as
customer service representative (CSR), telephone sales or service
representative (TSR), customer service professional, operator and team member
etc.
Aggregators
Aggregators are Web companies such as Yahoo Inc. that combine content or
applications from multiple online sources. Recently, a new generation of
aggregators has been reselling a potpourri of information to other Web sites
and to corporations that operate external or intranet Web sites. Some analysts
call this reselling process "syndication."
Announcement
A recorded message played to callers.
Application controls
Refer to the transactions and data relating to each computer-based application
system and are therefore specific to each such application. The objectives of
application controls, which may be manual, or programmed, are to ensure the
completeness and accuracy of the records and the validity of the entries made
therein resulting from both manual and programmed processing. Examples of
application controls include data input validation, agreement of batch totals
and encryption of data transmitted.
Application development review
An evaluation of an application system under development which considers
matters such as: appropriate controls are designed into the system; the
application will process information in a complete, accurate and reliable
manner; the application will function as intended; the application will
function in compliance with any applicable statutory provisions; the system is
developed in compliance with the established systems development life cycle
process
Application Service Provider (ASP)
An ASP is a company that rents applications and related services over the
Internet. Examples include email, payroll processing and ERP applications.
B
Backsourcing
Backsourcing is the expiration or termination of an outsourcing arrangement and
the recapture in-house of the outsourced function.
Base Staff
The minimum number of agents required to achieve service level and response
time objectives for a given period of time. Calculations assume that agents
will be in their seat for the entire period of time. Schedules must therefore
add in extra people to accommodate breaks, absenteeism and other factors that
will keep agents from the phones. It is also known as Seated Agents.
Beep Tone
An audible notification that a call is being monitored.
Benchmark
A standardized task to test the capabilities of devices against each other. In
quality terms, benchmarking is comparing products, services and processes with
those of other organizations, to identify new ideas and improvement
opportunities.
Best in Class
A benchmarking term identifying organizations that outperform all others in a
specified category.
Best Practices
Best Practices are those practices and procedures, followed regularly that
reflect the wisdom and experience at leading-edge companies. The collection,
interpretation and assembly, and re-definition and updating of best practices
has been historically performed by management consultants from working in many
industries and analysing common threads.
Blocked Call
A call that cannot be connected immediately because no circuit is available, or
the ACD is programmed to block calls from entering the queue when the queue
backs up beyond a defined threshold.
BPO
See Business Process Outsourcing
Broadband
A general term applied to new technologies such as cable modems that allow fast
access to the Internet and other online services.
Buddy System
A system that teams up a new employee with an experienced employee so skills
can be passed on over an extended period.
Business Intelligence (BI)
Technology that attempts to close the time gap between accounting statements
and market information. BI software systems enable management to pull up the
latest data about the company's performance. In the coming era of e-commerce,
with hook ups among manufacturers, distributors, retailers and customers, such
systems have the potential to offer financial data updated by the hour.
Business Process
Business Process means a sequence of defined steps necessary to achieve a
business objective. Business objectives can include any business operation,
including product design, marketing, sales, finance, accounting, manufacturing,
logistics, supply chain management, customer relationship management and other
special business relationships.
Business Process Outsourcing
Occurs when an organization turns over the management and optimization of a
business function to a third party that conducts the activity based on a set of
predetermined performance metrics. A BPO vendor manages people and processes,
while traditional outsourcers focus on life cycle management and hardware
uptime.
Typically, companies that are looking at business process outsourcing are
hoping to achieve cost savings by handing the work to a third-party that can
take advantage of economies of scale by doing the same work for many companies.
Or perhaps the cost savings can be achieved because labour costs are lower due
to different costs of living in different countries. (See Labour Arbitrage)
Bricks and clicks
Bricks and clicks is a business strategy or business model in e-commerce in
which a company attempts to integrate both online and physical presences. It is
also known as Click-and-mortar or clicks-and-bricks.
Business to Business (B2B)
Business conducted between companies, rather than between a company and
individual consumers.
Brokers
A broker is a company that facilitates transactions between buyers and sellers.
Types of Brokers:
Buy/Sell Fulfilment - A corporation that helps consumers place buy and sell
orders.
Virtual Mall - A company that helps consumers buy from a variety of stores.
Metamediary - A firm that offers customers access to a variety of stores and
provides them with transaction services, such as financial services.
Bounty - An intermediary that offers a fee to locate a person, place, or idea.
Search Agent - A company that helps consumers compare different stores.
Business Transformation Outsourcing (BTO)
See BPO
C
Call Blending
Combines traditionally separate inbound and outbound agent groups into one
group of agents responsible for handling both inbound and outbound contacts.
This system is capable of automatically putting agents who are making outbound
calls into the inbound mode and vice versa when the incoming call load changes.
Call Centre
A functional area within an organization or an outsourced, separate facility
that exists solely to answer inbound or place outbound telephone calls; usually
a sophisticated voice operations centre that provides a full range of
high-volume, inbound or outbound call-handling services, including customer
support, operator services, directory assistance, multilingual customer
support, credit services, card services, inbound and outbound telemarketing,
interactive voice response and web-based services.
Contact Centre
A term that generally refers to multi-channel service centres, information
lines, help desks or customer reservation centres, regardless of how they are
organized or what types of transactions they handle.
Call Control Variables
The set of criteria the ACD uses to process calls. This can include routing
criteria, overflow parameters, recorded announcements and timing thresholds.
Call Detail Recording
Another term for historical reports.
Call Forcing
An ACD feature that automatically delivers calls to agents who are available to
take calls. A notification such as a beep occurs to inform them that a call has
arrived; agents are not required to press a button to answer calls.
Call In Queue
A real-time report that refers to the number of call received by the ACD system
but not yet connected to an agent.
Call Load
(Average Talk Time + Average After-Call Work) x call volume. Also referred to
as Work Load.
Carrier
A company that provides telecommunications circuits. Carriers include both
local telephone companies and long distance providers.
Centrex
A switching service provided by a public telephone operator. Alternative to a
PABX or ACD. See also hosted VoIP
Circuit
A transmission path between two points in a network.
Client/Server Architecture
A network of computers that share capabilities and devices.
Computer Simulation
A computer technique that predicts the outcome of various events in the future,
given variables. Often simulation is the only way to predict outcomes when
there are many variables.
Computer Telephony Integration (CTI)
Refers to the linkage of a telephone switch (ACD, PABX) and computer systems to
enhance call processing.
Conditional Routing
The capability of the ACD to route calls based on current conditions. It is
based on "if-then" programming statements. For example, "if the number of calls
in group 1 exceeds 20 and there is at least 2 agents in group two, then route
the calls to group two."
Convergence
A combination of technologies, usually a mix of computers, telecommunications,
and television. Some examples are set-top boxes that allow consumers to watch
television and surf the net, and voice phone call made over the Internet.
Cost Per Call
Total costs divided by total calls for a given period of time period.
Customer Contact Management System (CCMS)
Software that assists Agents in customer relationship management. Also known as
Customer Relationship Management (CRM) systems
Customer Relationship Management (CRM)
Complex software used by big companies to improve customer experience. Each
stage of the customer dealings with a company are logged on the computer
system, so all staff are fully informed about each client's accumulated
experience.
D
Database Call Handling
A CTI application, where the ACD works in sync with the database computer to
process calls, based on information in the database. For example, the
prioritizing of calls based on the customer who is calling.
Datacasting
This will allow licensed media companies to send new television services such
as textual news and weather bulletins over the airwaves.
Datamining
These methods aim to present data in such a way that it provides useful
information for decision-makers.
Data warehousing
This technology collates and stores data in such a way that management can
easily access it.
Delay Announcements
Recorded announcements that may inform clients to their progress in the queue,
services available etc. In some systems, delay announcements are provided
through recorded announcements routes (RANs).
E
Escalation Plan
A plan that specifies the actions to be taken when the queue begins to build
beyond acceptable levels.
F
Facilities Management (FM)
Facilities Management is an outsourcing solution in which the customer entrusts
to an external services provider the responsibility for operations and
maintenance of one or more facilities.
G
Gateway
A server that is dedicated to providing access to a network.
Grade of Service
The probability that a call will not be connected to a system because all
trunks are busy. This is often expressed as "p.01" which means 1% of calls will
not be answered.
H
Handled Calls
The number of calls received and actually handled by agents or peripheral
equipment
Handling Time
The time an agent spends in Talk Time and After-Call Work, handling a
transaction. This may also refer to the time it takes for a machine to process
a transaction.
Help Desk
Generally refers to a Service Centre set up to handle queries about product
installation, usage or problems. Usually for IT customers.
Historical Reports
Reports that track Service Centre and agent performance over a period of time.
The amount of history that a system can store varies by system e.g. ACD, third
party ACD packages and peripherals (VRU's etc)
I
Imaging
Documents are scanned into a system and sorted electronically.
Incoming Service Centre Management
Having the right number of skilled people and resources in place at the right
times to handle an accurately forecasted workload service level.
Incremental Revenue (Value) Analysis
A methodology used as a multiplier to adjust another number.
Index Factor
In forecasting, a proportion used as a multiplier to adjust another number.
Insourcing
Insourcing is the transfer of an outsourced function to an internal department
of a company, to be managed entirely by employees. The term has also been used
to describe foreign companies locating facilities in the United States and
employing U.S. workers.
Integrated Services Digital Network (ISDN)
A set of international standards for telephone transmission. ISDN provides an
end-to-end digital network, out-of-band signalling, and greater bandwidth than
older telephone services. The two standard levels of ISDN are Basic Rate
Interface (BRI) and Primary Rate Interface (PRI).
Inter Exchange Carrier (IXC)
A long-distance telephone company.
Interactive Voice Response (IVR)
See Voice Response Unit.
Internal Help Desk
A group that supports other internal agent groups, e.g. for complex calls.
Usually for IT customers.
Internal Response Time
The time it takes an agent group that supports other internal groups (e.g.: for
complex tasks) to respond to transactions that do not have to be handled when
they arrive (e.g.: correspondence, email). See Response Time and Service Level.
Internet Call Me Transaction
A transaction that allows a user to request callback from the Service Centre,
while exploring a Web page. Requires interconnection of the ACD system and the
Internet by means of an Internet Gateway.
Internet Call Through Transaction
The ability for callers to click a button on a Web site and be directly
connected to an agent while viewing the site. Standards and technologies that
provide this capability are in development.
Internet Chat
Allow the agent and caller to communicate via a typed conversation from their
computers across the Internet.
Internet Phone
Technology that enables users of the Internet's World Wide Web to place voice
telephone call through the Internet, thus by-passing the long distance network.
Intranet
A private company network that operates exactly like the World Wide Web.
J
K
Key Performance Indicators (KPI's)
Serve as benchmarks for the assessment of the performance of a Service Centre.
KPIs act as barometers in assessing the performance of Service Centres on an
individual, team and overall performance basis.
Kiosk or Video Kiosk
Self service computer terminal, often touch screen, located in a public area
(e.g. railway stations) for supply of information (e.g. timetables)
Knowledge Management
Knowledge management is a work in progress. The idea is to run a database where
all the information contained in employees' brains is pooled in a database that
is easily accessible to other staff.
L
Labour Arbitrage
In economics, arbitrage is the practice of taking advantage of a state of
imbalance between two (or possibly more) markets: combinations of matching
deals are struck that exploit the imbalance, the profit being the difference
between the market prices. Thus in Labour Arbitrage equivalent labour resources
are purchased in one country and sold at a different rate in another country.
Law of Diminishing Returns
The declining marginal improvements in service level that can be attributed to
each additional agent, as successive agents are added.
Longest Available Agent
A method of distributing calls to the agent who has been sitting idle the
longest. With a queue, Longest Available Agent becomes Next Available Agent.
M
Middleware
Software that mediates between different types of hardware and software on a
network, so that they can function together.
Modem
A contradiction of the terms Modulator/Demodulator. A modem converts analogue
signals to digital and visa versa.
N
Network Control Centre
Also called Traffic Control Centre. In a networked service centre environment,
where people and equipment monitor real-time conditions across sites, change
routing thresholds as necessary, and coordinate events that will impact base
staffing levels.
Network Inter-flow
All rights reserved. A technology used in multi-site Service Centre
environments to create more efficient distribution of call between sites.
Through integration of sites using network circuits (such as T1 circuits) and
ACD software, calls routed to one site may be queued simultaneously for agent
groups in remote sites.
Next Available Agent
A call distribution method that sends calls to the next agent who becomes
available. The method seeks to maintain an equal load across skill groups or
services. When there is no queue, Next Available Agent reverts to Longest
Available Agent.
Noise Cancelling Headset
Headsets equipped with technology that reduces background noise.
Non-core competency
Any process that does not generate income or help your organization increase
its market share. Non-core processes should be outsourced, allowing the
organization to realize financial and competitive advantages by reallocating
internal resources to focus on core competencies.
O
Occupancy
Also referred to as agent utilization. The percentage of time agents handle
calls versus wait for calls to arrive. For a half-hour, the calculation is:
(call volume x average handling time in seconds) / (number of gents x 1800
seconds).
Offshore
An outsourcing term describing the provision of services from a country that is
geographically remote from the client enterprises — for example, services
provided to a U.S. enterprise from a service provider located in the
Philippines. Offshore outsourcing or 'offshoring' is outsourcing overseas or in
a separate country. Outsourcing to a contiguous country may be considered near
shore outsourcing.
Off The Shelf
Hardware or software programs that are commercially available and ready for use
as it is ('Plug and Play').
Offered Calls
All of the attempts callers make to reach the service centre. There are three
possibilities for offered calls, they can either get busy signals, be answered
by the system, but hang up before reaching an agent, or an agent can answer
them. Offered call reports in ACD's usually refer only to the calls that the
system receives.
Outsourcing
Outsourcing is the management and/or day-to-day execution of a business
function by a third party service provider. Outsourcing can be provided on or
off premises, in the same country or in a separate country.
Out-tasking
Turning over a narrowly defined segment of business to another business,
typically on an annual contract, or sometimes a shorter one. This usually
involves continued direct or indirect management and decision-making by the
client of the out-tasking business.
P
PBX/ACD
A PBX that is equipped with ACD functionality.
Peaked Call Arrival
A surge of traffic beyond random variation. It is a spike within a short period
of time.
Percent Allocation
A call routing strategy sometimes used in multi-site Service Centre
environments. Calls received in the network are allocated across sites based on
user-defined percentages. See Network Inter-flow.
Portal
Originally a gateway Web site such as Internet directory Yahoo, which web
surfers use to find their way to a particular destination. The word is now also
used to describe almost any busy web site.
Predictive Dialling Equipment
The number of calls initiated is greater than the number of agents available,
but uses pacing algorithms to predict when agents will become free. Reduces the
risk of no agents available to connect. Agents do not see whether the number
they have called is engages etc.
Preview Dialling
The Agent can see whether the number they have called is engaged, disconnected,
answering machine etc.
Preview/Screen Dialling
The agent initiates their next call from their computer screen. The computer
than requests the telephone system to make the call. Sometimes a list of
numbers and relevant information is updated for the agent who selects which
number to call next.
Private Automatic Branch Exchange (PABX)
System providing telephone call switching to an organization or even several
locations. Connects extensions to extensions and extensions to and from public
networks. Also known as PBX, Switch.
Private Network
A network made up of circuits for the exclusive use of an organization or group
of affiliated organizations. Can be regional, national or international in
scope and are common in large organizations.
Profit Centre
An accounting term that refers to a department or function in the organization
that generated profit.
Project plan
A management document describing the approach taken for a project. The plan
typically describes work to be done, resources required, methods to be used,
the configuration management and quality assurance procedures to be followed,
the schedules to be met, the project organization, etc. Project in this context
is a generic term. Some projects may also need integration plans, security
plans, test plans, quality assurance plans, etc.
Public Switched Telephone Network (PSTN)
The public telephone network which provides the capability of interconnecting
any home or office with any other.
Q
Quality of service
Quality of service is a measure of the ability to control and assign network
bandwidth to specific traffic so as to provide predictable levels of IP-based
data throughput based on the importance of the business process associated with
that traffic.
R
Request for Information (RFI)
An RFI is a document that requests prospective service providers to provide
general information on their business capabilities and strengths, typically in
response to a set of requirements.
Request for Proposal (RFP)
An RFP is a document that requests prospective service providers to propose
terms and conditions for a solution (or solutions) addressing a set of
requirements.
S
Sales Force Automation (SFA)
SFA software enables sales people on the road to use their notebook computers
to log remotely to a central database. The database contains all information
and resources of its sales team, so everyone is better informed.
Scheduling Exception
When agents are involved in activities outside the normal schedule.
Screen Monitoring
A system where supervisors are able to remotely monitor the activity of agents'
computer terminals.
Screen Pop
Synchronization of the appropriate screen populated with the right customer
data from a legacy system to match the incoming call presented to the agent.
Service Level Agreement (SLA)
An SLA is a contract or addendum to a contract that defines the type, value and
conditions of the outsourcing services to be provided. Typically, SLA's address
quality of service conditions, such as response time, availability, speed, et
cetera.
Screen Refresh
Rate that real-time information is updated on a display.
Service Legal Agreement
Performance objectives reached between the service user and the provider, or
between an outsourcer and organization. This includes specific objectives e.g.:
10% increase sales, answer all calls within 1 minute.
Shared Services
Shared services is the outsourcing of a business function within an enterprise
to a highly skilled internal department or group. For example, the purchasing
department at one plant may provide purchasing services to all other plants
within a given manufacturing company. Shared services may also be provided to
third parties.
T
Talk Time
The time agents spend with callers during transaction.
Telecommuting
Using telecommunications to work from home or other locations instead of at the
organizations premises. Now more likely because of VoIP technology.
Telephony Applications Programming Interface (TAPI)
CTI protocol developed by Microsoft and Intel.
Total Cost of Ownership (TCO)
A type of calculation designed to help consumers and enterprise managers assess
both direct and indirect costs and benefits related to the purchase of any IT
component. The intention is to arrive at a final figure that will reflect the
effective cost of purchase, all things considered. When you decide to buy a
computer you may go through a TCO analysis: for example, the greater cost price
of a high-end computer might be one consideration, but one that would have to
be balanced by adding likely repair costs and earlier replacement to the
purchase cost of the bargain brand. The TCO has to be compared to the total
benefits of ownership (TBO) to determine the viability of the purchase.
Transaction
(1) A command, message, or input record that explicitly or implicitly calls for
a processing action, such as updating a file. (2) An exchange between and end
user and an interactive system. (3) In a database management system, a unit of
processing activity that accomplishes a specific purpose such as a retrieval,
an update, a modification, or a deletion of one or more data elements of a
storage structure.
U
Uniform Call Distributor (UCD)
A system that distributes calls to agents and provides reports. A UCD is not as
sophisticated as an ACD.
Universal (Blended) Agent
Refers to either an agent who can handle all types of incoming calls or an
agent who can handle both inbound and outbound calls.
V
Vendor
A vendor is any person or company that sells goods or services to someone else
in the economic production chain. Parts manufacturers are vendors of parts to
other manufacturers that assemble the parts into something sold to wholesalers
or retailers. Retailers are vendors of products to consumers. (When you have a
street fair, the people who set up booths and tables are often referred to as
vendors.) In information technology as well as in other industries, the term is
commonly applied to suppliers of goods and services to other companies
Virtual Service Centre
A distributed Service Centre that acts as a single site for call handling and
reporting purposes.
Voice Response Unit (VRU)
Also called Interactive Voice Response Unit (IVR), or Audio Response Unit
(ARU). A VRU responds to caller entered digits or speech recognition in much
the same way that a conventional computer responds to keystrokes or clicks of a
mouse. When the VRU is integrated with database computers, callers can interact
with databases to check current information (e.g., account balances) and
complete transactions (e.g. make transfers between accounts). See Voice
Processing.
Voice over Internet Protocol (VoIP)
Allows two parties to talk using their computers, over the Internet i.e. No
phone needed.
W
Web Based Call
Initiated by hitting a 'hot button' when browsing a web site to link the person
to an Agent for more detail.
Web Callback
The caller enters a phone number into a web page and the agent calls the caller
back.
Web Collaboration Assisted Browse Co Browse
Allows one party to control the web browser of the other and guide them through
the web pages.
Web Informer / Web Announcements
When held in a queue the callers computer speaks to the caller to advise of
delay times etc.
Web Video
If either the agent or the caller has a camera then one can see the other.
Normally combined with VoIP as well.
White Boarding
Allows the agent and caller to draw freely using their computers on a common
screen.
Wide Area Network (WAN)
The connection of multiple computers across a wide area.
Wireless Application Protocol (WAP)
A technology that converts Web pages into a format accessible by mobile phones.
Workforce Management Software
Software systems that may forecast call load, calculate staff requirements,
organize schedules and track real-time performance of individuals and groups.
Workload
Similar to call load, however can also include non-call activities.
Wrap up
Work that is a result immediately follows an inbound transaction. This often
includes entering data, filling out forms and making outbound calls necessary
to complete the transaction. The agent is unavailable to receive another
inbound call while in this mode. Also called Post Call Processing (PCP).
Wrap-Up Codes
Codes agents enter into the ACD to identify the types of calls they are
handling. The ACD can then generate reports on call types, by handling time,
time of day, etc.
X
Y
Z
