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Call Center 101 - Call Center Terminology
Call Center 101 - Call Center Terminology
Call Center 101 - Call Center Terminology
CALL CENTER - A call center is a physical place where customer and other
telephone calls are handled by an organization, usually with some amount of
computer automation.
CALL CENTER AGENT - A call center agent is the person who handles
incoming or outgoing customer calls for a business.
CALL LOGGING - Call logging (also known as call recording or call monitoring)
is the practice of listening to, recording and assessing interactions between call
center agents and callers.
CALLBACK MESSAGING - Callback messaging, in a call center context, is a
service that allows callers to leave a message (usually personal contact
information, either spoken or through the number pad) so that an agent can
call them back and they retain their place in the queue.
FAST CLEAR DOWN - A fast clear down is a call center term for a caller who
hangs up upon hearing a delay notice.
LDQ - Longest delay in queue (LDQ) is the longest time period that a customer
in a queuewaits before either connecting with an agent or hanging up (which is
known as a fast clear down).
OUTBOUND CALL - An outbound call is one initiated from a call center
agent to a customer on behalf of the call center or a client.