Terminology in Contact Centre

CMS - Call Management System
IVR - Introductive Voice Receiving
ACD - Automatic Call Distribution
CRM - Customer Relationship Management
CTI - Computer Telephony Integration
PSTN - Public Switched Telephone Network
PABX - Private Automatic Branch Exchange
BPO - Business Processing Outsourcing
KPI - Key Performance Indicators
CSAT - Customer Satisfaction Index
AHT - Average Handle Time
AWT - Average Waiting Time
AUX - Average
ACW - Average
ASA - Average Speed of Answer
QM -
FCR - First Call Resolution
SL - Service Level
UTIL - utilization

Lead
- Hot
- Warm
- Cold
- Lost

Agent -
Login - Login ID
Floor - Location of working
Agent States/Status - Status of agent working
Queue - Waiting call
Buffer - Backup team to taking call
Team - Group of agent
Buddy - Spend some time to looking senior work
Go live - Finish training, ready to get call
Seniors - Experience agent
Auto-in - Agent state, when ready to get call, the ACD call will come in
Wrap up - Closing
Monitoring & Feedback - Reading email and give feedback,
Buzz - Team meeting

What are terminology in Contact Centre used for?
For performance reporting purpose
To communicate with customers and peers
To show knowledge and experience of the agent
To enable the agent to achieve targets easier

KPI
- reflect strategic performance

Part KPI
- direction
- benchmark
- target
- time frame

Measure
- Quantitative
   - Using data generated (CMS)

- Qualitative
   - Call monitoring
   - Email
   - CSAT

Work procedure
-

Agent
Team
Contact Centre