Updating outbound calls in call center database

08-Sep-2015 23:25 by 8 Comments

Updating outbound calls in call center database

Computer Telephony Integration (CTI) – Software integration that allows computer systems to interact with telephones, email, web, fax, voice messaging, etc.Conditional Routing – The capability of the ACD to route calls or contacts depending on conditions such as the day of week, time of day, agent availability, type of call, service needed, etc.

Average Speed Of Answer (ASA) – Average amount of time that callers wait in queue.Call centers around the world are experiencing a growth in technologies that are bringing advancement and innovation to the industry.Terms such as “Data Mining” are starting to be more common-place within the industry and our terminology page can assist you in becoming familiar with other words or phrases that are necessary to have a successful call center Abandoned Call or Contact – A call or contact that is terminated by the person originating the call before any conversation happens.Blended Services – Call center services that dynamically adjust outbound dialing levels as inbound call volumes fluctuate to balance call load.This adjustment allows agents to receive both inbound and outbound calls simultaneously, and for those calls to be placed or answered with maximum efficiency. Broadcast Messaging or Robocalling – A voice-based message sent using an automated delivery system or autodialer.Caa S allows companies access to contact center services through the cloud on an as-needed basis.

Flexible and scalable cloud services are often Vo IP based (see Vo IP below).Automatic Call Distributor (ACD) – Software that processes, queues, routes, tracks and reports incoming calls and tracks call statistics automatically.Automatic Call Sequencer (ACS) – A device for handling incoming calls by answering the call with a message and putting them on hold, then signaling agents that a call is waiting.AHT (Average Handle Time) – The amount of time an agent spends with a call, or transaction time plus wrap-up time.ANI (Automatic Number Identification) – The telephone number of a caller.In an outbound call center, abandoned calls refer to connects that are disconnected by the automated dialer if live contact is detected but no agent is available to answer the call.