A B C DAutomatic call distribution (ACD)
A telephone facility that manages incoming calls and handles them based on the number called and an associated database of handling instructions
Average handle time (AHT)
The amount of time an Agent spends on a call including talk time plus after call work
Average order value (AOV)
It is the average pound amount spent for each customer order
Appointments per hour (APH)
The amount of appointments made per agent hour
Average speed of answer (ASA)
The average speed in seconds it takes for a live agent to answer a call
Business to business (B2B)
A campaign where calls are made from one business to another as opposed to a business to a consumer
Business to consumer (B2C)
A campaign where calls are made from a business to a member of the public (consumer)
Business continuity plan (BCP)
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.
Calling line identity (CLI)
A number that is presented to a receiving party identifying who is calling them
Conversion rate (CR)
Customers converted to sale over sales opportunities
Cost per acquisition (CPA)
The average cost of acquiring leads or customers
Captured/completed per hour (CPH)
Includes non-DMCs i.e. never call, unobtainable
Cost per sale (CPS)
The fee charged to a client for each sale
Customer relationship management (CRM)
A database which details point of interactions with each customer as well as their contact information
Customer service representative (CSR)
A call centre employee who answers the phone. Also known as an agent or an advisor.
Computer telephony integration (CTI)
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
Data penetration
% of data completed
Direct dial inward (DDI)
A telephone number used to direct calls into a specific team or campaign
Decision maker contact (DMC)
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
Decision maker contacts per hour (DMC/hr)
The amount of contacts defined under DMC that are spoken to each agent hour
Do not promote (DNP)
A flag to show a customer does not want marketing calls and/or emails
Data protection act (DPA)
The act regulates the use of ‘personal data’
Dials per hour (DPH)
The amount of dials made per hour including all outcomes i.e. answered, no answer, busy, answerphone etc.