Consolidating call centres

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For instance, a recording will direct the caller to press one for customer service, press two to place an order and then connect them to the party they have chosen. Automated Greeting A prerecorded salutation that plays automatically when a call is answered.

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Automatic Number Identification (ANI)A protocol for providing phone number information to a receiving phone system, such as an automatic call distributor (ACD).Agent Availability Often conveyed as a percentage, agent availability is a measure of the time that Brand Specialists are available to accept inbound calls.Agent Occupancy The amount of time a Brand Specialist is actively in talk time or after-call work versus idle (waiting for a call), frequently expressed as a percentage.After-Call Work (ACW)The Brand Specialist activity that directly follows a call, email, chat, social media or SMS inquiry.ACW encompasses data-entry, activity codes, dispositions, form completion and post-call communication.

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