A To Z Call Center Terminologies: Everyone Should Have Aware Of !

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With a term as “data mining” that are starting to more common-place within the company. The terminology page you in becoming familiar with other words or expressions. These very important to have a thriving call center.

Call center terminologies that everybody should have aware of.  Here is call center around the globe experiencing growth in technologies. That are bringing advancement and innovation to the industry.

The Amazing A to Z Call Center Terminologies

Abandoned call

For the call or any contact the contact center. This is ended before any conversation occurs.


Usually, a call center agent should know as contact center rep in person. That is accountable for handling incoming and outgoing customer’s calls? Furthermore communication with the customer in the call center of an industry.

Automatic Callback

When a caller gets a busy tone. This is a feature in the telephone system instructs the system to re-establish the communication. If the line is clear and available.

Interactive Voice Response (IVR)

This is a system call that chooses with using numerical value to reach a specific department. Suppose, press 1 for sale department, and press 2 for customer care executive.

Automatic Call Distributor (ACD)

It is a system, routes incoming calls to suitable contact center agents. It is depend on different criteria. For instance, the selection made by the customer agent through an automated attendant. Its essential role to produce management information. That tracks calls and the performance of the agents.

This is a system that routes incoming calls to the suitable contact center reps. They based on different criteria. For example, the selection made with the customer reps based on various criteria

Automatic Speech Recognition (ASR)

With minimum interface of the call center reps. the solution handles entire customer call that allowing call center use natural language. They will enable the customer to interact with the system by speaking instead of pushing.

Automated Broadcast

This is an explanation is a use. If there is a need to announce any new product or service. It is making a marketing promotion. In case of an emergency alert. This is a phone message that is broadcasted. Also sent to a group of the recipient.

Busy Hour Call Attempts (BHCA)

This is the number of telephone calls attempts during the busy schedule of the day. This is also used to evaluate the capacity of telephone networks.


The technology focuses entirely on customer satisfaction and loyalty. It also identifies and manages customer relationships in person. This is virtually as well. The primary four essential sections of the company come with this solution. This also includes sale, marketing, customer service, and digital commerce.

Call Logging.

It knows as call recording, and call monitoring is a solution with one can assess. Must listen and record interactions between the contact center reps and the customers.

Call Blending.

The basic strategy adopted of the reps has to do more of outbound calls. It is to simplify the requirement of inbound and outbound calls. It also sets the tactics at that particular time. Usually, reps will receive less incoming calls and vice versa.

Call Center Shrinkage

The best solution estimates as to how much total time lost in different thinks. This is like breaks, vacations, lunch, training and other holidays.


This is also known as collaborative browsing is software enables technique. This is about someone in the call center that can interact with the customer. With using the customer’s web browser to demonstration them something. Help them when they stuck in the query.

Hit Rate.

The success rate is the number of communication contacts as per the number of efforts. The metrics are using to analyze business performance associated with the outbound campaign. This is like the hit rate of the effort made. For example, the number of product sold as per a number of persons. But visiting the e-commerce website.


Usually, the term used to explain the contact center. It offers customer service with several communication channels.  That includes text, web chat, call, social media, email etc.

Omni Channel

Omni channels usually use to explain a technique. As the customer service journey goes seamless with several communication channels.

For example, purchasing the product when the customer interacted with the call. He or she can continue the interaction with any other mode of communication. If in case a query encountered some other time. With the Omni-channel technique eliminates need to repeat question over and over again.

Patrolling Ratio

The fraction with that predictive dialer that will make outbound calls. It also transfer communicates the request to the agent.

Power Dialer

Power dialer that put to use if the calls placed one after other instantly. If the number is busy or disconnected or if reps are no answer. So, the next number is set without any delay or input from reps.

Predictive Dialer

Predictive dialer the outbound dialer. It dials the calls chronologically without having reps on the line.  Predictive dialer uses because of beforehand. It also checks the availability of the reps and also calculates the time with the live person. This is with on live call. Thus, using statistical algorithms, time by reps in waiting between conversations that minimized.

Progressive Dialer

It is an automatic dialing technique. It includes the information of the call center that is presented to the call center reps. Furthermore, the reps get some time to review the information. This is shown in the display dialer before the automatic dialer places the call.

Preview Dialer

With the help of this solution the reps able to see the next call in the queue. It rests on them if take the next call or to skip. In this way complex sales, preview dialer is the best to help a bit of research. That can be done before taking the next call. It also grows to the level of customer satisfaction.


This is the waiting line with the calls are held before the reps are available to handle the request.

Screen Pop

The easy things for contact center reps automatic displaying all the relevant information. This is all the information about the caller on the screen during a call.

Skills-Based Routing

This is a solution that the call routing is doing to the call center reps. they who the best skills to handle the customer. Preferably than routing to the first available agent.

Text to Speech (TTS)

The fantastic feature of a computer plays back written book as spoken words. This is voice synthesizer that converts text in a human-like voice. It enables companies to solve customer queries. it also enhances automation of customer experience. There making operational costs low.


In short, the call center technology is significant. As well as the terminologies matter a lot with the contact center software. Above these, all A to Z terminologies are helpful for call center business.

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