Hoop meaning call center

By Celia Cerdeira. Navigating contact center terms is tricky, particularly when it comes to all the acronyms and abbreviations used. Whether your job involves complex technical support or simply providing product updates, knowing customer service acronyms and call center abbreviations is essential, hoop meaning call center. Consider this your go-to source to decode the language of call centers.

Abandoned After Threshold A key performance indicator KPI measuring number of calls disconnected after waiting in queue beyond a previously established time threshold. It is important to measure versus calls where immediate customer hang-ups do not reflect an adequate opportunity for performance. Abandoned Before Threshold A key performance indicator KPI measuring number of calls disconnected before reaching a previously established time threshold. Abandonment Rate The percentage of callers who hang up before a Brand Specialist answers, or before they make a selection in an interactive voice response IVR unit. The inverse of answer rate. Activity Codes Codes that indicate the state of a Brand Specialist that are usually initiated by the Brand Specialist.

Hoop meaning call center

You can use the application "as is", with the default profile, or create and customize additional profiles to offer a unique experience for a particular customer segment or line of business. The application package includes several Designer object resources, such as shared modules , data tables , and media resources. The application profiles are contained in the M1 Profiles data table. While the default profile can be used for many business scenarios, the SMART Inbound Voice Routing application is structured to let you quickly create new application profiles that can be customized for your own business needs. Keep in mind that the new application profile can only support settings that are available for SMART-type applications. It's best if the new application serves a similar business purpose or requires a similar type of flow as the original baseline application. To create a new application profile, add a new row to the M1 Profiles data table and configure the settings for each of the columns. The ID could be a line of business LOB , department name, DNIS, or another unique value that has business significance for example, don't use the department name as an ID if you are setting up more than one application profile for it. The profile name will be used for reporting purposes, so you should give it a name that distinguishes it from any other profiles. If not, leave it blank. But you will also need to change the application initialization logic to select this newly created profile based on your criteria. For reporting purposes, in the Analytics dashboards , the application profiles are associated with the baseline SMART application, but each profile has reporting data associated with its assigned name.

Computer telephony integration CTI Computer telephony integration CTI is used by call centers handling a large number of incoming calls.

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By Celia Cerdeira. Navigating contact center terms is tricky, particularly when it comes to all the acronyms and abbreviations used. Whether your job involves complex technical support or simply providing product updates, knowing customer service acronyms and call center abbreviations is essential. Consider this your go-to source to decode the language of call centers. Call center abandonment rate is a call center metric that records the percentage of calls terminated by callers after being placed in a queue after going through an IVR and before ringing an agent or ring group. After call work ACW is the average amount of time an agent takes to wrap up a call. An application program interface API is a software intermediary that allows two applications to talk to each other.

Hoop meaning call center

Abandoned After Threshold A key performance indicator KPI measuring number of calls disconnected after waiting in queue beyond a previously established time threshold. It is important to measure versus calls where immediate customer hang-ups do not reflect an adequate opportunity for performance. Abandoned Before Threshold A key performance indicator KPI measuring number of calls disconnected before reaching a previously established time threshold. Abandonment Rate The percentage of callers who hang up before a Brand Specialist answers, or before they make a selection in an interactive voice response IVR unit. The inverse of answer rate.

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Customer service agent CSA A customer service agent CSA is a professional who interacts with customers on behalf of a company, providing information, resolving issues, and ensuring a high level of customer satisfaction. This information is cross-referenced against a database of call routing instructions and distributes the call accordingly. It can be a preview, a predictive , or a power dialer. A plan that specifies actions to be taken when the queue begins to build beyond acceptable levels. A chatbot is a software application that is capable of conducting a human-like online chat conversation experience via text or text-to-speech. Integrated services digital network ISDN An integrated services digital network ISDN is a circuit-switched telephone network system that provides access to packet-switched networks and allows digital transmission of voice and data. Back to Top M. Data Aberrations This occurs when the data severely deviates from the usual path. QuikStaff A tool used for sophisticated mathematical modeling when calibrating staffing and trunking requirements. Master Service Agreement MSA A contract negotiated between parties to specify terms that will govern future transactions. Full-time equivalent FTE is equal to the number of total scheduled person-hours divided by the number of hours per week that constitute a full-time person. Quality Assurance The activities put in place by a company or organization to ensure that the quality requirements for a product or service are achieved. Calabrio System that provides workforce optimization for call centers. Time Series techniques use past trends to forecast future events. Type of routing.

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Determines how the components work together, system capacity, upgradability, and the ability to integrate with other systems. Usually the term TeleSet is used these days. Contact centres often measure and analyse their most common call drivers, in order to lower call volumes. Expressed in terms of time, assuming no call blockage due to uneven arrival patterns, a capacity of one Erlang equates to 60 minutes of traffic per hour; as arrival pattern complexity increases, blocking theory comes into play, and additional service elements will be required to ensure optimal call distribution see Erlang models, Erlang-Engset. Virtual Agents An online animated character that, using artificial intelligence, holds conversations with customers to assist them with customer service and other questions. NPS equals the percentage of promoters minus the percentage of detractors. Script A written document used to assist a Brand Specialist in presenting information about products and services, responding to FAQs and resolving customer care issues when communicating with a customer or prospect. Social Media Listening Tool Software and analysis options that are used to monitor social media for a brand or company. Expressed as a percentage of logged in time. Multimedia A combination of different methods used to communicate information. Includes the desired outcome of the call. It is a broad term that takes into account people, processes and technology related to the acquisition and retention of customers, and the maximization of the value of each customer relationship. ACW See after-call work. Internet service provider ISP Internet service provider ISP is the industry term for a company that is able to provide you with access to the Internet. Telephony Applications Programming Interface TAPI A combination of telephony and computer services that enables voice calling, dialing, answering, hanging up, holding, transferring, conferencing and other functions.