Contact Center Terminology 2019 That You Need To Know

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A contact center in general term for any place or location where calls are made and received. In huge volume, for sale, customer service, marketing, telemarketing, and technical support.

As well as other support or specialized business activities. Another, call center puts more emphasis on customer contact, CX. The fact is you will be connected with the customer in a variety of ways as email we, char or phone.

Even, you won’t agree about the abbreviations uses terminologies without knowing their meaning or usages. In the contact center, having in-depth knowledge about call center jargons, essential for reps’ success.

This is surely not best to deem with these call center terminologies. Especially in call center industry the world of customer service. Rather than awkward experience and tries to simplify these call center languages.

You have to listen to your customer experience officer talk about technicalities. Usually, call center if discussion around call center software features. Such as any customer call, have an edge.

Some people tend to use all terms interchangeably. So far as dismission the opportunities other call center terminology present.

Only because they have been used to just one functionally for so long. You should be aware of how these terms fall into your business operations.

2019 Terminologies For Call Centers

Call Tracking:

This is the easy out answer the question – where do the calls come from? As call tracking will tell the calling party that sources drove the inbound phone calls.

Abandoned Call:

Any contact or call to the call center ends before any conversation occurs.


Call center reps also known as contact center reps. This is a person who is responsible for handling inbound and outgoing customer calls. Other communications with the customer in the call center of an organization.

Automatic Callback:

When a caller gets a engage tone, features in the telephone system instructs the system. Re-establish communication if the line is clear and available.

Interactive Voice Response (IVR):

IVR system with the caller may make choices using numerical value to reach any specific department. For instance, press 1 sale, 2 customer care executives etc.

Automatic Call Distributor (ACD):

This is a system which routes incoming calls to the sufficient call center reps. The primary on different criteria.

For example, the selection made by customer reps with an automated attendant. This is a necessary role in processes management information. These are tracking calls and the performance of the reps.

Automatic Speech Recognition (ASR):

Minimum interference of the contact center reps. The solution handles almost the complete customer call. It allows calls centers to use natural language. These allow customers to interact with the system by speaking rather than pushing buttons.

Automated Broadcast:

Usually, the solution used if there is a need to announce any advance product or service. By making marketing promotions or in case of emergency alerts. The phone message which is broadcasted and sent to a group of recipients.

Busy Hour Call Attempts (BHCA):

This is some telephone calls attempted during the busy hour of the day. To use and evaluate the capacity of telephone networks.

Customer Relationship Management (CRM):

The technology focuses entirely on customer satisfaction and integrity. Identifies and manages customer relationships in person virtually as well. A significant section of the industry come under this solution. Included sales, customer services, marketing, and digital commerce.

Call Logging:

Record the interactions between the call center agents and the customers.

Known as all recordings and call monitoring is a solution with one can assess. Listen and record the communication between the contact center reps and the customers.

Call Blending:

The strategy is adopted if the reps have to do more of outgoing calls. Simplify the demand of incoming and outbound calls. These all set the strategy which is a particular time. The reps can receive less of inbound calls and vice versa.

Call Center Shrinkage:

Solutions evaluate as to how much total time is waste in different thinks. Such as breaks, vacations, lunch, training and other all holidays.


This is known as collaborative browsing is software enabled. Some of the techniques in that someone in the call center can connect with customers. Besides, customers’ web browser to show them something or help them when jammed in a query.

Hit Rate:

The number of engaged contacts as per the number of attempts. The metric is used to analyze the performance associated with the outgoing campaign.

This is just like the success rate of effort made. For example, this is the number of products sold as per the number of persons who visit the e-commerce website.


The term is used to explain the call center which offers customer services. The several communication channels as such text, social media, email, web chat etc.


This is used to explain techniques in which the customer service journey goes seamlessly. By different communication channels. As such, while purchasing a product, when a customer interacts through a call.

With proceeding the interaction with other modes of connection in case a query is encountered some other time. Thus, Omni-channel techniques eliminate the need to repeat the question over and over again.

Power Dialer:

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

Predictive Dialer – Progressive And Preview Dialer:

Outbound dialer dials the calls consecutively without having reps online. It routes calls immediately to reps available as soon. The term predictive is used because beforehand it checks the availability.

Even though, using statistical algorithms and spend by reps in waiting between conversations in minimized.

Progressive dialing is automated with information of contact presented. Reps get some time to review the info on display dialer. Before that, the dialer automatically places the call.

Preview dialer best to help a bit of research which may be done before taking the next call.


A waiting line in which the calls are held before reps are available to handle the requests.

Screen Pop:

The simplifies things for contact center reps by automatically displaying all relevant info.

Skills-Based Routing:

The solution in which the call routing is done to the call center reps. Those who have the best skills to handle the customer rather than routing first available reps.

With wrap up, contact center around the globe, experiencing growth in technologies which are bringing innovations to the company. These above terminologies assist you in becoming familiar with other words or phrases. These all are important to have a thriving call center.

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