Key Call Center Terms for Businesses & Call Centers Karachi

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1. Workforce and Quality Management

   1. Calabrio: A system that helps manage workforce tasks, like call recording, quality checks, and performance analysis.
   2. Calibration: Ensuring that performance aligns with quality standards to meet your goals.
   3. Call Center Attrition: The rate at which call center agents leave, excluding seasonal staff.

1. Call Handling and Communication

   4. Call Blending: Managing different types of customer interactions—calls, emails, chats—using automated tools.
   5. Call-By-Call Routing: Directing calls in real-time to the best destination based on current conditions.
   6. Call Center: A place where people and technology come together to handle various communication channels like phone, email, and chat.
   7. Call Center Outsourcing: Hiring outside companies to manage customer interactions, focusing on business strategy.
   8. Call Closing: Wrapping up a call by thanking the customer and asking if they need further assistance.
   9. Call Control: Guiding the conversation flow through strategic questions.
   10. Call Detail Recording: Keeping records of call details—like duration, agent, and number dialed—for training and quality purposes.
   11. Call Drivers: The main reasons why customers contact a call center.
   12. Call Forcing: Automatically routing calls to available agents.
   13. Call Greeting: The initial greeting that includes the company name and agent’s name.
   14. Call Guide: A script that helps agents navigate customer interactions.
   15. Call Length: The average time spent on a customer interaction.
   16. Call Metering: Controlling the number of incoming calls during busy times to manage service levels.
   17. Call Recording: Capturing calls for training, quality control, and legal purposes.
   18. Call Review Assessment: Evaluating how well an agent handles calls by the quality assurance team.
   19. Call Strategy: A plan for handling customer calls to achieve specific outcomes.
   20. Call Time: The duration of a customer call.
   21. Call Transfer: Moving a call to another agent or department, either with or without an introduction.
   22. Caller-Entered Digits: Numbers entered by the caller to navigate through options or make requests.
   23. Caller ID: Displaying the caller’s information to help identify them and improve service.
   24. Calling Line Identity (CLI): Information about the caller displayed on the receiver’s device.
   25. Calls Handled: The number of calls successfully answered from the queue.
   26. Calls In Queue: The real-time count of calls waiting to be answered.
   27. Calls Offered: The total number of calls ready to be answered, helping to identify staffing needs.
   28. Calls Per Agent: The average number of calls an agent handles within a set time period.

   Technology and Compliance

   29. Carrier: A company that provides telecommunications circuits between two locations, whether local or international.
   30. Case Management: Managing customer service from the first contact to resolution.
   31. Central Office (CO): The telephone company’s center for routing local or inter-exchange calls.
   32. Centum Call Seconds (CCS): A unit measuring telephone traffic, where 1 hour equals 36 CCS.
   33. Channel: Different communication methods like phone, email, chat, or social media.
   34. Chat Bot: An automated program that simulates conversation, often used in customer service.
   35. Cisco Unified Contact Center Enterprise: A Cisco product for managing call centers, including call routing and multichannel contact management.
   36. Cold Transfer: Moving a call to another agent without an introduction.
   37. Collaborative Browsing: Agents and customers browsing the internet together to assist with navigation.
   38. Compliance: Following official rules, such as PCI standards for financial transactions.

   Metrics and Management

   39. Contact Center: A facility handling multiple communication channels like calls, emails, chats, and social media.
   40. Contact Management: A system for tracking communications to organize call center data.
   41. Conversion Rate: A metric showing sales success, calculated by dividing the number of sales by the total calls.
       

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