Häufige Begriffe und Abkürzungen im Call Center erklärt.
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)
D
Dialer
E
E-Mail Response Management
F
First Contact Resolution (FCR)
I
Interactive Voice Response (IVR)
K
Key Perfomance Indicator (KPI)
Kundenzufriedenheitsbefragung
L
Live Beratung
Live Support
Lost Call
N
Net Promoter Score (NPS)
P
P-Asserted Identity (PAI)
PEP Software
Predictive Dialing
Private Branch Exchange (PBX)
Q
Quality Monitoring
R
Report Generator
S
Service Center Software
Service Hotline
Service Level Agreement (SLA)
Sprachcomputer
T
Teilnehmeranschlussleitung (TAL)
Teilnehmernetzbetreiber (TNB)
Telephony Application Programming Interface (TAPI)
V
Verzögertes Connect
Video Chat
Virtual Private Network (VPN)
Voice-over-IP (VoIP)
Voice Portal
W
WebRTC