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A call centre ( Commonwealth spelling) or call center ( American spelling; see spelling differences) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or ...
Contact center telephony. In marketing, contact center telephony is the communication and collaboration system used by businesses to either manage high volumes of inbound queries or outbound telephone calls keeping their workforce or agents productive and in control to serve or acquire customers. This business communication system is an ...
Interactive voice response ( IVR) is a technology that allows telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad. In telephony, IVR allows customers to interact with a company's host system via a telephone keypad or by speech recognition, after which services can be ...
Engineering drawing abbreviations and symbols are used to communicate and detail the characteristics of an engineering drawing. This list includes abbreviations common to the vocabulary of people who work with engineering drawings in the manufacture and inspection of parts and assemblies. Technical standards exist to provide glossaries of ...
First Call Resolution. First Call Resolution or First Contact Resolution (FCR) is a metric that measures a call center's performance for resolving customer interactions on the first call or contact, eliminating the need for follow-up contacts. [ 1] FCR is one of the most-watched metrics and considered the most important call center industry metric.
211 is a special abbreviated telephone number reserved in the North American Numbering Plan (NANP) as an easy-to-remember three-digit code to reach information and referral services to health, human, and social service organizations. Like the emergency telephone number 911, 211 is one of the eight N11 codes of the North American Numbering Plan ...
Automatic number identification ( ANI) [ 1][ 2] is a feature of a telecommunications network for automatically determining the origination telephone number on toll calls for billing purposes. Automatic number identification was originally created by the American Telephone and Telegraph Company (AT&T) for long distance service in the Bell System ...
Contact-center automation, CCA, the practice of having an integrated system that coordinates contacts between an organization and the public, is designed to reduce the repetitive and tedious parts of a contact center agent's job. Automation prevents this by having pre-recorded audio messages that help customers solve their problems.