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A - F

After call work (ACW)
After call work refers to a set of tasks that a contact center agent has to complete after every interaction with a customer.
Agent analytics
Agent analytics is the process of tracking agent performance in a contact center using a variety of tools employed across multiple support channels. 
Agent performance
Agent performance is a broad analysis of how agents are performing on a wide variety of monitorable call center metrics and KPIs.
Agent turnover rate
Agent turnover rate is defined as the percentage of contact center employees leaving an organization each year. Contact centers see a higher agent turnover rate than any other industry and bringing this metric down has been a constant challenge.
Arrival rates
Call arrival rate refers to the rate of incoming calls in a contact center. The call arrival rate metric shows how many calls are being handled or put on hold during a particular period of time.
Automated quality management (AQM)
Automated Quality Management, or AQM, is an integrated component to automate the entire quality management(QM) process of a contact center.
Average speed of answer (ASA)
Average speed of answer, or ASA, is a metric used to denote the average amount of time taken to answer voice calls for a specific duration. 
Business process outsourcing (BPO)
The process of assigning certain business functions to a party outside the company. While customer service is the most commonly outsourced process, companies also outsource accounting, IT services, and human resource management among others.
Call abandonment rate
For a contact center, call abandonment rate refers to the percentage of inbound phone calls that are abandoned by the customer before speaking to an agent.
Call calibration
Call calibration is the discussion between contact center managers and third-party call tracking and evaluation partners for rating customer service calls.
Call center agent evaluation form
A call center agent evaluation form is a pre-made template for evaluating a call, where a QA analyst fills out a form and scores how the agent performed on a wide variety of interactions throughout the call.
Call center audit
A call center audit is a periodical assessment of established processes, workflows, procedures, and guidelines that agents need to follow in a contact center.
Call center coaching
Call center coaching is a great way for agents to learn new skills, receive constructive feedback, and improve performance. Coaching programs can also be automated to highlight an agent’s weaknesses and customize the 1:1 sessions accordingly.
Call center compliance
Call center compliance is the strict adherence of the rules set by a regulatory body or an organization itself. 
Call center efficiency
Call center efficiency is the technical implementation of the annual targets to support customers. Eliminating inefficiencies and improving overall performance are the ultimate objectives for any contact center and proper steps can be taken to reach it.
Call center monitoring form
A call center monitoring form is a system designed to evaluate agents on how effectively they can handle any customer interaction based on pre-established criteria. 
Call center staffing model
A call center staffing model is a framework to determine how to add staff depending on call volumes and how long customers can be on hold.
Call escalation
Call escalation is a process implemented to solve a customer’s complaint or issue outside an agent’s scope of authority and requires a supervisor or a manager's intervention.
Customer verification
Customer verification is a process used by contact centers to authenticate the customer’s information and validate their identity. 
Data monitoring
Data monitoring is the process of proactively reviewing and evaluating important business data to ensure quality and ascertain adherence to established standards and protocols.
Dead air
Dead air is defined as the period of silence during a contact center interaction when neither the customer nor the agent is interacting. 
Experience map
An experience map, also known as a Customer Journey map (CJM), is the path a customer takes while interacting with a business. It highlights all the customer touch points before a customer converts or takes action.
First response time (FRT)
First response time (FRT) is the number of minutes or hours passed from the time a customer first submits their case and a contact center agent responds to it. This metric is best measured in business hours there’s no penalty for time off the clock.
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G - L

Hosted contact center
A hosted contact center is a cloud-based solution where all inbound, outbound, and voice-based self-service interactions happen off-site via the cloud.
Interactive voice response (IVR)
IVR or Interactive Voice Response is an automated system that routes calls to the most appropriate agent through identification and segmentation. IVR is an incredibly important tool for contact centers as it can partly or fully automate customer service programs and drive efficiency.
Knowledge process outsourcing (KPO)
Outsourcing of core, information-related work activities to different companies with expertise in special areas
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M - R

Net promoter score (NPS)
Net promoter score (NPS) is a metric used to measure customer loyalty and satisfaction.
Omnichannel customer service
Omnichannel customer service is the variety of customer service channels including phone, text chat, email, social media, and chatbots.
On-hold time
On-hold time is the duration a caller spends in an agent-initiated hold status. This happens when agents need to have a discussion regarding a customer’s query or have to search for a solution.
PCI compliance
Payment card industry, or (PCI) compliance, refers to a set of technical and operational standards that businesses follow to secure and protect credit card data provided by cardholders and transmitted through card processing transactions. 
Quality monitoring
Quality monitoring is the process of monitoring interactions between contact center support executives and customers to evaluate conversations and improve agent performance. 
Recorded line message
Recorded line message (RLM) refers to a frequently used message that agents can pre-record in their own voice and play during calls to improve efficiency and consistency. 
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S - Z

Sentiment analysis
Driven by natural language processing (NLP), a sentiment analysis service gauges the emotion of the customer (from positive to negative).
Soft skills
Soft skills are personality traits and behaviors that are the opposite of technical or hard skills, and aren’t about knowledge, but rather the interpersonal conduct of an individual. 
Speech analytics
Speech analytics is a software technology that transcribes 100% of voice calls and derives deep insights, trends, and metrics from each call. It utilizes AI services including transcription, natural language processing, and speech technologies to understand, analyze, and derive insights from a voice conversation. These insights are then used to evaluate agent performance, assess customer experience, and monitor organization-wide strengths and shortcomings on every voice interaction.
Voice analytics
Voice analytics in a call center is the process of using voice recognition tools or AI softwares to record voice calls, translate speech to text, and analyze the conversations.
Voice of the customer (VoC)
Voice of the customer (VoC) is a collection of inputs by customers regarding needs, wants, and expectations regarding a company's products and services.
Workforce management (WFM)
Workforce management (WFM) is a call center staffing model built using a set of processes to ensure that only the right number of agents with desired skill sets are hired at the right time. 
Workforce optimization (WFO)
Workforce optimization (WFO) is a contact center strategy employed to automate essential processes, maintain data visibility, comply with legal ordinances, and proactively resolving staffing issues.
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