{"id":28591,"date":"2023-09-28T12:07:09","date_gmt":"2023-09-28T10:07:09","guid":{"rendered":"https:\/\/www.digicontacts.net\/faq\/"},"modified":"2025-12-03T15:59:50","modified_gmt":"2025-12-03T14:59:50","slug":"faq","status":"publish","type":"page","link":"https:\/\/www.digicontacts.net\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"\t\t
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\n\t\t\t\t\t\tFrequently asked questions\n\t\t\t\t\t<\/div>

Do you have questions<\/span>? Here are our answers. <\/h1>\t\t\t\t
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To help you better understand the world of call centers and customer relations, here's a glossary of the most frequently used terms and abbreviations<\/span>. If you can't find your question here, please contact us via our contact form<\/a>. <\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\n \n \n ANI (Automatic Number Identification)<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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Function to identify a caller by phone number.<\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n\n \n

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\n \n \n Incoming call<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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A telephone call made by an individual to a company or contact center. Inbound calls most often correspond to a request for information, an order or a complaint. <\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n\n \n

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\n \n \n Outgoing call<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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Telephone call made by a call center for the purpose of prospecting or developing customer loyalty.<\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n\n \n

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\n \n \n ACD (Automatic Call Distribution)<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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Device that manages calls by automating distribution to the various agents according to a certain number of criteria: availability, productivity, function, etc.<\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n\n \n

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\n \n \n Database<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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Gathering information on customers and prospects. This tool is widely used in telemarketing campaigns. <\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n\n \n

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\n \n \n Call back<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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Functionality that allows users to ask the company to call them back.<\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n\n \n

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\n \n \n Call blending<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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This technique involves assigning certain agents to inbound or outbound call campaigns, depending on traffic levels.<\/div>\n
This optimizes productivity by reducing periods of under-activity.<\/div>\n <\/div>\n\n <\/div>\n\n <\/div>\n\n \n
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\n \n \n CRM (Customer Relationship Management)<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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A tool for managing your customer relations (history and follow-up).<\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n\n \n

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\n \n \n CTI (Computer Telephony Integration)<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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All the techniques used to implement applications based on the interworking of computer applications and telephone applications.<\/div>\n
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.<\/div>\n
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.<\/div>\n <\/div>\n\n <\/div>\n\n <\/div>\n\n \n
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\n \n \n Interview guide<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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Also known as a script<\/strong> or sales pitch<\/strong>, the interview guide is an information document used by telephone operators. It includes the different phases and orientations of the telephone interview, assisting the agent in the conversation with the caller. <\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n\n \n

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\n \n \n Homeshore<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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Working from home: teleconsultants make calls from home.<\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n\n \n

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\n \n \n IPBX<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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Telephone switch using the Internet to establish internal and external telephone connections.<\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n\n \n

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\n \n \n Lead<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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Contact with a potential customer, also known as a prospect.<\/div>\n
A qualified lead is one that is likely to become a customer.<\/div>\n <\/div>\n\n <\/div>\n\n <\/div>\n\n \n
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\n \n \n Predictive dialing mode<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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This is a computerized system for automatically dialing outgoing calls according to an algorithm that anticipates agent availability.<\/p>\n<\/div>\n

The numbered call is forwarded to an agent when picked up by the recipient. Predictive can only be used in large call centers. <\/div>\n <\/div>\n\n <\/div>\n\n <\/div>\n\n \n
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\n \n \n Preview dialing mode<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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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. <\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n\n \n

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\n \n \n Progressive dialing mode<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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The agent has no information about the prospect before the call is initiated. The information sheet appears when the call is answered.
Once the current card has been validated, the system automatically numbers the next card, and so on until the file is exhausted.<\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n\n \n

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\n \n \n Omnichannel<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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Use several brand channels at the same time: telephone, sms, email, social networks, etc.<\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n\n \n

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\n \n \n Phoning<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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Telephone prospecting.<\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n\n \n

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\n \n \n Position<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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All the elements that make up a teleconsultant's workstation, i.e. a computer, a telephone and a headset.<\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n\n \n

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\n \n \n File qualification<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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Verification of the reliability of the information contained in the prospect file. The call center agent confirms the information given by his correspondent. <\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n\n \n

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\n \n \n Call center \/ Teleoperator<\/span>\n\n \n
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\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n\n
\n \n\t\t\t\t\t\t\t\t\t\t<\/i> <\/div>\n <\/div>\n\n \n <\/a>\n <\/div>\n\n
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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.<\/p>\n <\/div>\n\n <\/div>\n\n <\/div>\n\n