Contact
Common terms and abbreviations in the call centre
A
Abandoned Calls
Ad hoc Reporting
Advisory Tones
AHT
ASA
Automatic Call Distribution
C
Call Recording
Call Routing
CDR
Co-Browsing
CRM
CTI
Customer Churn
Customer Satisfaction Survey
Customer Service
D
Delayed Connect
E
E-Mail Response Management
F
FCR
K
KPI
L
LEC
Live Consultation
Live Support
Local Loop
Lost Call
M
MABEZ
Meter Reading
N
NPS
O
Overdial Factor
P
PBX
PEP Software
Predictive Dialing
Preview Dialing
Power Dialing
Q
Quality Monitoring
R
Report Generator
S
Service Centre Software
Service Hotline
SLA
T
TAPI
V
Video Chat
Voice Computer
Voice Portal
VoIP
VPN
W
WebRTC
WFM Software
