A to Z of Must Know Call Center Terms

Abbreviations have become second nature to us in personal and professional spheres. They are often used without a second thought or a full grasp of their meanings. Since precision and understanding are critical in the call center industry, relying on shortcuts without knowing their full context can lead to costly mistakes.

This guide brings together the essential call center terminologies every agent should understand. Whether you’re a seasoned expert or new to the field, knowing about these terms can help you excel in a dynamic, customer-focused environment.

Must-Know Call Center Terms: A Quick Reference

» Architecture

It is the foundational design of a system that determines how its components function together, its capacity, ability to upgrade, and integration potential.

» Attrition

Attrition is also known as staff turnover or churn. It refers to the rate at which employees voluntarily leave an organisation over a specific time frame.

» Blended Universal Queue System (BUQS)

This system integrates email, chat, and other data into a unified queue alongside call blending for seamless operations.

» Business to Consumer (B2C)

It is the sales model where companies sell products or services to individual consumers directly.

» Business to Business (B2B)

Under this sales model, a business transacts with other business(es) directly.

» Call Blending

It is a strategy that enables agents to handle inbound and outbound calls based on real-time call volume.

» Call Handling Analysis

It refers to the method of evaluating the efficiency and quality of call handling by agents.

» Call Center Schedule Adherence

It measures how well agents stick to their scheduled work hours.

» Cloud Computing

Cloud computing delivers systems, services, or solutions remotely via a Wide Area Network (WAN) or Local Area Network (LAN).

» Cloud Contact Center

It is a customer service solution hosted on the cloud, enabling businesses to manage customer interactions across multiple channels without the need for on-premises hardware or infrastructure..

» Contact Center

A contact center handles multiple communication channels, including voice calls, email, social media, and live chat.

» Cost Per Call

It refers to the total fixed and variable costs divided by the total number of calls within a set period.

» Direct Dial Inward (DDI)

It refers to the direct inbound number routed to a specific switch.

» Escalation Plan

This plan outlines steps to be taken when the call queue surpasses acceptable levels.

» Help Desk

It refers to the support group assisting internal agent teams for complex or escalated issues.

» Historical Reports

These reports track call center and agent performance trends over time.

» Knowledge Management System or KMS

It is a desktop tool that provides agents with information to address customer inquiries effectively.

» Private Branch Exchange (PBX)

PBX is a customer-site telephone system for handling incoming and outgoing calls. An ACD software when integrated to a PBX can enhance its features with ACD (Automatic Call Distributor) functionality.

» Public Switched Telephone Network (PSTN)

PSTN is the traditional public telephone network that enables connectivity between any home or office worldwide.

» Unified Desktop

It is a platform that consolidates interaction or customer data in real-time. It can be integrated with underlying CRMs for enhanced operations.

» Workforce Management (WFM)

WFM is a comprehensive process suite used by call centers to enhance agent productivity. It encompasses scheduling, forecasting, and monitoring adherence at individual, departmental, and organizational levels.

Having a basic understanding of the call center terminology can improve your efficiency and deliver exceptional customer experiences. Equip yourself with these essential terms to stay ahead in the field of customer support.