Frequently used terms and abbreviations in the call center explained.
A
Abandoned calls
Ad hoc reporting
Advisory tones
Automatic call distribution (ACD)
Average handling time (AHT)
Average speed of answer (ASA)
C
Call detail record (CDR)
Call recording
Call routing
Chatbot
Co-browsing
Computer telephony integration (CTI)
Customer churn
Customer relationship management (CRM)
Customer satisfaction survey
D
Delayed connect
Dialer
E
Email response management
Employee scheduling software
F
First contact resolution (FCR)
I
Interactive voice response (IVR)
K
Key perfomance indicator (KPI)
L
Live consultation
Live support
Local exchange carrier (LEC)
Local loop
Lost call
N
Net promoter score (NPS)
P
P-Asserted Identity (PAI)
Predictive dialing
Private branch exchange (PBX)
Q
Quality monitoring
R
Report generator
S
Service center software
Service hotline
Service level agreement (SLA)
T
Telephony Application Programming Interface (TAPI)
V
Video chat
Virtual private network (VPN)
Voice computer
Voice-over-IP (VoIP)
Voice portal
W
WebRTC