Call center and customer relations glossary

To help you better understand the world of call centers, here’s a glossary of the most commonly used terms and abbreviations.

Here is a list of the most commonly used terms in the call center world:

Function to identify a caller by phone number.

Telephone call made by an individual to a company or contact center. Incoming calls most often correspond to a request for information, an order or a complaint.

Telephone call made by a call center for the purpose of prospecting or developing customer loyalty.

Device that manages calls by automating distribution to the various agents according to a certain number of criteria: availability, productivity, function, etc.

Gathering information on customers and prospects. This tool is widely used in telemarketing campaigns.

Inbound call management automation tools are available to automate specific manual processes and increase productivity, such as :

- automatic call distribution (ACD) software
- Interactive Voice Response (IVR)
- the Chatbox

These tools help optimize call center processes. Automation increases efficiency, reduces costs, improves accuracy and relieves call center agents of mundane tasks: agents work better and more efficiently.

With all these advantages, integrating automation tools has become vital for call centers.

Functionality that allows users to ask the company to call them back.

This technique involves assigning certain agents to inbound or outbound call campaigns, depending on traffic levels.
This optimizes productivity by reducing periods of under-activity.

A tool for managing your customer relations (history and follow-up).

All the techniques used to implement applications based on the interworking of computer applications and telephone applications.
This device linking an internal or external call center to a company's IT system gives companies the opportunity to use the resources of the information system and the Internet to improve customer service and call center productivity.
It enables the simultaneous display of data (customer file and interview script) on the operator's screen, as well as the presentation of the call on his or her telephone set.

Also known as a script or sales pitch, the interview guide is an information document used by telephone operators. It includes the different phases and orientations of the telephone conversation, assisting the agent in the conversation with the caller.

Working from home: teleconsultants make calls from home.

Telephone switch using the Internet to establish internal and external telephone connections.

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Contact with a potential customer, also known as a prospect.
A qualified lead is one that is likely to become a customer.
This is a computerized system for automatically dialing outgoing calls according to an algorithm that anticipates agent availability.

The numbered call is transferred to an agent when picked up by the recipient. Predictive can only be used in large call centers.

A method of generating an outgoing call triggered by voluntary action on the part of the agent, who has information about the caller before establishing the call. This mode is particularly useful for calls to the company or to confirm appointments.

The agent has no information about the prospect before the call is made. The information sheet appears when you pick up the phone.
Once the current card has been validated, the system automatically numbers the next card, and so on until the file is exhausted.

Use several brand channels at the same time: telephone, sms, email, social networks, etc.

Telephone prospecting.

All the elements that make up a teleconsultant's workstation, i.e. a computer, a telephone and a headset.

Check the reliability of the information contained in the prospect file. The call center agent confirms the information given by the caller.

A person in the call center who is responsible for receiving calls from customers/prospects or for making calls in connection with operations requested by the company.