Key Call Center Terms for Businesses & Call Centers Karachi

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Customer Interaction and Routing

1. D2C (Direct to Consumer): Selling products directly to consumers without intermediaries.
2. Data Directed Call Routing: Automatically routing a call based on data provided by the caller, like an account number, matched with a separate data system.
3. Database Call Handling: Using a database to process calls, such as routing callers to specialized agents based on their account information.
4. Day-Of-Week Routing: Directing calls to specific locations or groups based on the day, especially when specialists are unavailable.
5. Dialed Number Identification Service (DNIS): Helps call centers manage multiple programs by identifying which number was dialed, allowing for tailored responses.
6. Dynamic Network Routing (DNR): A service that allows call centers to dynamically change where calls are routed, often provided by telephone companies.

Data and Performance Management

7. Dashboard: A display of key performance indicators, offering an overview of data to identify trends and insights.
8. Data Aberrations: Significant deviations in data that should be excluded from forecasting.
9. Data Mining: The process of identifying trends in customer data over time.
10. Data Warehouse: A centralized storage environment that integrates multiple data sources for analysis.
11. Database: Software used to store and compile data collected over time.

Customer Service and Documentation

12. Delay Announcements: Messages that callers hear while on hold, often containing product or promotional information.
13. Delay Time: The time callers wait before a specialist connects and answers, excluding interaction with automated systems.
14. Documentation: Detailed notes recording each customer interaction, crucial for future reference by other agents.
15. Do Not Call List: A national registry of phone numbers that telemarketers are prohibited from contacting unless the call is an emergency.

Contingency Planning

16. Disaster Recovery Plan: A planned design for routing calls to another site during an emergency, ensuring business continuity.

Miscellaneous

17. DLYDLY: Refers to the average delay of delayed calls.
18. Drivers: Factors that influence outcomes, which may or may not be controlled by management and staff.Explore SNJ – Call Center in Karachi