Our Glossary
With the help of these straightforward, step-by-step articles and guides, you can find the answers you need.
A
Abandonment Rate
The abandonment rate, a crucial KPI for any call centre, is calculated as the number of abandoned inbound calls divided by the overall number of inbound calls. A type of missed call known as an abandoned call occurs when the caller hangs up before the call centre agent can answer. This typically occurs when a caller is in a call queue or makes an after-hours call.
Abandonment Rate
The abandonment rate, a crucial KPI for any call centre, is calculated as the number of abandoned inbound calls divided by the overall number of inbound calls. A type of missed call known as an abandoned call occurs when the caller hangs up before the call centre agent can answer. This typically occurs when a caller is in a call queue or makes an after-hours call.
ACD
Incoming calls are routed to the appropriate department or agent using automatic call distribution (ACD). According to the company's specifications, ACD combines call queuing and routing to organise incoming calls effectively. ACD can reduce wait times, give specific agents priority, and more.
ACW call centre
Software that facilitates the administrative tasks that await a call centre agent after a customer phone call is finished is an after-call work (ACW) call centre (the process known as after-call work or ACW). ACW is made much simpler by Callerdesk's single control interface and other improvements.
After-call work
After-call work is the administrative task that an agent must complete after a customer phone call. Typical examples of these tasks include taking notes, tagging, sending a follow-up email, or assigning the client to a more qualified colleague. A single control interface greatly simplifies after-call work with sophisticated integrations like Callerdesk.
Auto attendant software
Auto attendant software, also known as a virtual receptionist, automatically sorts and routes incoming calls to the appropriate division or agent per the business's guidelines. It functions with IVR, a computerised menu that callers can navigate using the device keypad or voice commands.
Automated customer service
Automation in customer support reduces customer wait and response times while removing the possibility of duplication, waste, and human error. Scripted responses, IVR menus, automatic ticket creation, and follow-up email templates are examples of automated customer service. Here are our suggestions for implementing and improving automated customer service.
B
Blocklisted numbers
Blocklisted numbers are numbers on a list maintained by agents that are permanently barred from contacting your business because they are spam or otherwise unwanted. Your phone lines are kept free for only the most crucial conversations. Blocklisted numbers can be added or removed at any time by administrators directly from the Callerdesk dashboard.
Business call recording
Any company that deals with customers over the phone will find call recording useful for storing customer history, identifying quality issues, monitoring teams or employees, and tracking KPIs. When an agent picks up the phone, internet-enabled VoIP audio recording for Callerdesk is automatically activated, and recordings are stored in the cloud, where they can be accessed at any time.
C
Call centre
A call centre typically uses a highly specialised phone channel to take or make many phone calls. They only concentrate operations through other communication channels, unlike contact centres. VoIP-based virtual call centres that offer integrated services like IVR call routing and more help to optimise the phone channel.
Call centre analytics
In a busy call centre, call centre analytics are essential for monitoring KPIs. Missed call rate, outbound call volume, call length, and other standard metrics are measured. A simple analytical overview of detailed call data is produced by software like Callerdesk. This facilitates easy problem-finding and team or individual agent monitoring when combined with custom filters.
Call centre app
A call centre typically uses a highly specialised phone channel to take or make many phone calls. They only concentrate operations through other communication channels, unlike contact centres. VoIP-based virtual call centres that offer integrated services like IVR call routing and more help to optimise the phone channel.
Call centre best practices
In a busy call centre, call centre analytics are essential for monitoring KPIs. Missed call rate, outbound call volume, call length, and other standard metrics are measured. A simple analytical overview of detailed call data is produced by software like Callerdesk. This facilitates easy problem-finding and team or individual agent monitoring when combined with custom filters.
Call centre KPIs
A call centre should track various key performance indicators (KPIs), including the volume of calls answered. Performance indicators differ by a team and are frequently divided into support, sales, and customer service KPIs.
Call centre monitoring
To increase customer satisfaction and operations, call centres to monitor their KPIs and agent performance quantitative and qualitatively. Call centre monitoring is made simple for everyone by the detailed analytics provided by virtual business phone systems like Callerdesk. The best practices for call centre monitoring are provided here.
Call in queue
Customers experience less anxiety when inbound callers are put into a call queue, which enhances call centre organisation. When using Callerdesk, incoming callers can wait or request a callback. If they decide to stay, customised hold music and messages make it more bearable, and after a configurable amount of time, they are connected to a customised voicemail.
Call routing software
Call routing software routers incoming calls to the appropriate department or agent. Call routing is flexible with Callerdesk. According to your company's specifications, such as prioritising particular agents and cascading down to other agents if the first choice is unavailable, incoming calls are organised as efficiently as possible.
Call solution
A call solution is a service that enhances a business's capacity to manage inbound and outbound calls professionally. Call centre software that runs in the cloud and provides a variety of VoIP and telephony services that can be integrated with CRM, help desk, productivity, and other business tools is called call solutions.
Call whisper
Call whispering enables a manager or teammate to guide an agent from the background during any conversation with a customer without the caller ever being aware of a third party present. Call whispering helps resolve challenging customer issues or close significant deals.
Call work
Call work, also known as after-call work, refers to the administrative tasks that an agent must complete after speaking with a customer or prospective customer. These duties typically involve taking notes, tagging, sending a follow-up email, or giving the contact to a coworker who is more qualified. Working on after-calls is much simpler with a single control interface.
CCaaS
Cloud-based customer support is made possible by the software program known as CCaaS, or Contact Center as a Service. Companies can purchase subscription licenses from CCaaS providers to use their service through a browser or app. CCaaS provides quicker implementation, flexible scaling, and less administrative work than call centre software installed on-site.
Click to dial
This valuable time- and error-saving feature, also known as 'click-to-call,' highlights all phone numbers that appear on any webpage, email signature, or video so that agents can quickly click those numbers to dial prospects one at a time or consecutively. To use, click to dial on Chrome and install the Callerdesk browser extension.
CRM phone Integration
A CRM phone integration synchronises your virtual call centre's or business phone system's contacts with your customer relationship management database. Doing away with the need to switch between platforms or tabs prevents data entry mistakes and saves time. During call centre operations, a solid CRM integration instantly and automatically updates customer history.
CTI
The technology that allows a computing device, such as a desktop, laptop, or smartphone, to manage phone calls and other call centre services is CTI Computer Telephony Integration (CTI). Through a single, simple-to-use interface, Callerdesk's CTI enables all call-related tasks to be managed directly from your existing devices.
Customer retention techniques
The term 'customer retention' describes how well a company does at keeping or keeping its paying customers. Strategies to maintain customer loyalty are crucial because they are valued at a much higher rate than new customers.
D
Dialers
A dialer can be classified as progressive, predictive, or automatic. Dial dialer software boosts agents' productivity by connecting customers to call centre agents as soon as possible. Either by automating numerous outbound calls that are made simultaneously or sequentially in the case of preview and power dialers (both of which are a subset of progressive dialers).
Digital PBX
A standard business phone system that automatically routes calls between VoIP internet networks and the PSTN is known as an IP PBX (IP Private Branch Exchange) system. Unlike Callerdesk, which requires no hardware and works with existing devices, Digital PBX still requires specialised desk phones.
H
Hosted contact centre
Off-site customer support is made possible by a hosted contact centre using various communication methods like web chat, email, and phone. A hosted contact centre is either a model where the contact centre software your agents use is hosted off-site or in the cloud, enabling remote work, or it refers to a contact centre that a third party with external agents entirely runs.
I
Inbound call centre software
Support teams can handle inbound calls more effectively with inbound call centre software. The software supports agents in various ways, including call routing, customer information display before and during calls, note-taking simplicity, warm transfer capabilities, automated call logging, call analytics, and more.
Insight cards
During a business call, an agent's device screen will display a window of information known as an insight card. It is a helpful contextual summary that gives agents access to account data and calls history for customers to use during conversations. Insight cards are available out of the box for VoIP solutions like Callerdesk.
Interactive Voice Response
The automated telephony menu, Interactive Voice Response (IVR), allows callers to interact with it using the keypad on their device or by speaking commands. To help direct or route calls automatically without a live operator, the initial Interactive Voice Response audio introduction is either pre-recorded or generated.
IP PBX
Calls are routed between VoIP networks and the PSTN using the IP PBX (Internet Protocol Private Branch Exchange) system for business telephony. A telecom or internet service provider allows remote access to hosted servers. SIP rugged phones or desk phones that make calls online are used with IP PBX. In contrast to IP PBX, Callerdesk's solution is entirely managed in the cloud and doesn't require any hardware.
M
Measuring customer satisfaction
Customer satisfaction is unquestionably essential to business, but it can be challenging to measure objectively. Customer satisfaction score (CSAT), Net Promoter Score (NPS), and Customer Effort Score are just a few of the metrics that are used to gain insight (CES). Our practical guide to customer satisfaction explains how call centre analytics can be helpful for calculating these metrics.
Missed call
Any inbound call that is disconnected, busy, or dropped before an agent can answer is a missed call. These calls are classified as abandoned or neglected based on several different variables. Reduced missed calls can be achieved with the help of solutions like call forwarding, IVR, and voicemail.
O
Online call centre software
Online call centre software makes Internet-based VoIP customer support possible, typically through a browser extension or desktop/mobile app. It is frequently entirely hosted in the cloud and has several advantages over on-premise call centre software. VoIP business phone service providers like Callerdesk provide cloud call centre software.
Outbound call
Outbound calls are those that agents make to clients or potential clients. These calls' success depends on charismatic agents and an efficient outbound strategy. A strong approach prioritises qualified leads, includes optimised call scripts, and clearly defines objectives and KPIs.
Outbound call centre software
Through a single central interface, outbound call centre software streamlines or automates tasks like call logging, outbound dialling, and call dispositioning, establishes effective workflows through seamless CRM and helpdesk integrations, and offers comprehensive analytics. Sales teams can increase productivity and performance in this way.
Outsourced customer service
Outsourced customer service refers to paying for the use of specialised outside teams or organisations for customer support. When staff is unavailable or overworked, call volumes are high throughout the day or are primarily seasonal, there is a need for more space, or money is tight, outsourcing customer service can be helpful. Callerdesk does not provide outsourced customer service, but with the help of our solution, outsourcing can be simple and manageable in the cloud.
P
PBX line
A Private Branch Exchange (PBX) line, also known as a landline, is a component of a conventional wired business phone system with a physical PBX server hosted onsite. To connect to other local lines and exchanges that are a part of the PSTN calls travel through an automated telephone exchange. Although PBX has limited capabilities, it doesn't need an internet connection so that it can be used in places with poor connectivity.
PBX phone system
A Private Branch Exchange (PBX) phone system, also referred to as a traditional office landline, is a wired business telephony network with a physical PBX server hosted on the company's premises. To connect to other local lines and exchanges that are a part of the PSTN calls travel through an automated telephone exchange.
PBX VoIP
VoIP-based PBX A business phone system that uses VoIP, another name for IP PBX, routes calls between VoIP internet networks and the PSTN. On-site servers are hosted, or they can be accessed remotely through an outside provider. This system uses actual SIP desk phones, as opposed to Callerdesk, which has no hardware requirements.
Personalized customer service
Excellent customer service is always individualized. Providing tailored customer service options, such as chat, phone, email, SMS, etc., as well as sharing customers' purchasing and inquiry histories across teams, unifying customer data across communication channels, reducing automation, and soliciting feedback are all part of providing personalized customer service.
Predictive dialer
One kind of sales dialer software is a predictive dialer. It is an improved automatic dialer that uses an algorithm to call numerous numbers and forward any answered calls to human operators. A predictive dialer tries to calculate the precise percentage of calls that will connect in order to maximize efficiency. The power dialer offered by Callerdesk is a better option for sales teams that value personalization.
Q
QA program
A quality assurance (QA) program is a systematic procedure for ensuring that business outcomes correspond to business objectives. It establishes performance standards that enhance customer satisfaction and ongoing communication. These standards must be known to a support team. Learn how to create a successful QA program by reading our guide.
S
Sales calling software
Sales calling software streamlines and automates activities like outbound calling, call logging, and after call work to maximize sales efforts within your teams. A powerful CRM, Workflow, and Helpdesk solution can all be integrated with sales calling software like Callerdesk through a single central interface. Sales representatives can now focus on selling, which is what they do best.
Sales dialer
Outbound call efficiency and volume are increased through automation provided by sales dialer software. There are three types of sales dialers: automatic, predictive, and progressive. Each dialer is trained to either dial a series of numbers sequentially or a number of numbers simultaneously, and they vary in complexity, customization, and autonomy.
Sales training techniques
There are many different types of sales training, and each has advantages. It is erroneous to believe that a new hire, no matter how experienced, will be able to sell your product effectively without guidance. Sales training should be a continuous process in any business.
Soft phone system
A desktop or browser application on a smartphone or computer is used to manage calls in a soft phone system. Hard phones, also known as specialized desk phones, are not required. VoIP is used by a soft phone system to make and receive calls, which has many advantages, such as advanced call center integrations and remote working.
T
Team selling
Team selling describes a scenario in which coworkers from the same or different departments within the business assist a sales agent in some way to close a deal. Because of the combined expertise, team selling, when done properly, not only increases sales success rates, but it also boosts overall productivity and morale.
V
Virtual call center
Since all operations are hosted in the cloud and agents are free to work from anywhere, a virtual call center provides the full range of call center services without being restricted to a specific location. VoIP technology and productivity-enhancing software like Callerdesk are used in virtual call centers.
Virtual call center software
Using only the internet, virtual call center software enables customer support over the phone (VoIP). A fully functional virtual call center is created by downloading virtual call center software as a browser extension or app from an external provider using only already owned devices. Comparing this setup to an on-site call center, there are many benefits.
Virtual contact center
Agents in a virtual contact center are able to work from home because all customer communication channels are controlled online. Web chat, email, and phone calls made possible by VoIP phone systems fall under this category. Data is typically kept in the cloud. A call center, which only prioritizes phone communication, is different from a contact center.
VoIP security
VoIP data must be protected with end-to-end encryption, secure cloud data centers, and safeguards against cyberattacks and data theft, just like any other online technology. When you install a business phone system, be sure to read up on the risks requiring VoIP security and check your VoIP provider's security protocols.
VoIP troubleshooting
The contemporary, quick, affordable, and effective method of making business calls using a VoIP phone system is not without its problems. Because the entire system is internet-based, a solid connection is essential.
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