Call Center Services - Buyers Guide

Call Center Terminology

ACW: After work call. A call center may focus calls at certain times of the day. One such example is in the evening hours when individuals return home from work.

Agent: At call center services, this is the individual that answers the incoming calls.

Architecture: The design of a call center’s system and applications.

Automatic number identification: A call center network feature that allows the name of the inbound caller to be passed to an agent as the call arrives, allowing the agent to refer to the caller by name when they greet them.

Busy Hour: A time of day when there is a higher volume of calls than usual.

Call Center Outsourcing: Allocating the handling of incoming business calls to a third party.

Caller prioritization: Management technique that allows inbound callers categorized as urgent, to be processed to the front of the queue.

Inbound: An incoming call fielded by a company or a call center.

Off-peak: Time of the day when the volume of incoming calls is less.

Outsourcing: Refers to the allocation of non-essential business functions to a third-party.

Queue: Application that holds inbound calls in order, until a call center agent is available.

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