A telephone facility that manages incoming calls and handles them based on the number called and an associated database of handling instructions
The amount of time an Agent spends on a call including talk time plus after call work
It is the average pound amount spent for each customer order
The amount of appointments made per agent hour
The average speed in seconds it takes for a live agent to answer a call
A campaign where calls are made from one business to another as opposed to a business to a consumer
A campaign where calls are made from a business to a member of the public (consumer)
A plan to continue different levels of disaster affect operations if a place of business. Such a plan typically enables a business to recover its operations or move them to another location.
A number that is presented to a receiving party identifying who is calling them
Customers converted to sale over sales opportunities
The average cost of acquiring leads or customers
Includes non-DMCs i.e. never call, unobtainable
The fee charged to a client for each sale
A database which details point of interactions with each customer as well as their contact information
A call centre employee who answers the phone. Also known as an agent or an advisor.
A way of connecting a telephone system to a database. Typically it allows a customer’s CRM record to pop on an agents screen when a call connects or an email is delivered
% of data completed
A telephone number used to direct calls into a specific team or campaign
A contact who is able to advise the caller if they are or are not interested in our reason for calling i.e. yes they are interested in buying a product or they are not
The amount of contacts defined under DMC that are spoken to each agent hour
A flag to show a customer does not want marketing calls and/or emails
The act regulates the use of ‘personal data’
The amount of dials made per hour including all outcomes i.e. answered, no answer, busy, answerphone etc.