Key Call Center Terms for Businesses & Call Centers Karachi

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B2B (Business to Business)

Contacts typically occur between businesses.

 

B2C (Business to Consumer)

Refers to interactions between a company and individual consumers.

 

Base Staff

The Brand Specialists necessary to maintain service levels during a given period.

 

Basic Rate Interface (BRI)

A level of Integrated Services Digital Network (ISDN) that offers two channels for voice and data, plus one for signaling (2 B+D). It’s often compared with Primary Rate Interface (PRI) and ISDN.

Benchmarking

Setting reference points for comparisons, measurements, and evaluations. Benchmarking helps call centers evaluate staffing, processes, and performance against other organizations to find areas for improvement.

 

Best Practices

Effective methods or procedures that help achieve objectives efficiently.

 

Big Data

High volumes of data that are analyzed to understand behaviors, relationships, and trends.

 

Blended Call Center

A call center that manages various contact types, including inbound and outbound calls, emails, chats, social media, and SMS.

 

Blockage

When communication channels reach full capacity with in-progress and queued contacts, it can block additional inbound contacts.

 

Blocked Call

A call that fails to connect due to a busy line.

 

BPO (Business Process Outsourcing)

The practice of contracting business functions, such as finance, human resources, or contact center services, to a third-party provider.

 

Brand Loyalty

The passion and confidence that encourage customers to repeatedly choose a company’s brand over time.

 

Brand Passion

The enthusiasm and devotion that a Brand Specialist or customer feels for a brand. It reflects their commitment to representing and supporting the brand.

 

Brand Reputation

The perceived value of a brand, both tangible and intangible. Brand reputation should be considered in every interaction to maintain its integrity.

 

Brand Specialist

Also known as a Customer Service Representative (CSR) or agent, a Brand Specialist handles customer interactions in the call center.

 

Brick and Mortar

Refers to the physical location where a business operates, as opposed to online or virtual operations.

Business Analytics

Techniques used to analyze data, providing insights that support various business functions. These functions include predictive modeling for sales projections and consumer insight analysis for targeted marketing.

 

Business Continuity Plan

An organized plan for routing calls to a different site in an emergency or disaster. Also known as a disaster recovery plan, it includes strategies for maintaining call center functions during emergencies.

 

Busy Study

A study conducted by a telephone carrier to show how many calls attempted to connect on incoming trunks. It also indicates the percentage of failed attempts due to insufficient trunk capacity, leading to busy signals.

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