Interactive voice response (IVR)

A messaging system traditionally used at the start of a call to ask the caller why they are calling and to route calls accordingly

Key performance indicator (KPI)

Measures that define how a campaign or an agent is performing such as sales per hour or average answer time.

Leads per hour (LPH)

The amount of leads made per agent hour. A ‘lead’ consists of details of a party that is interested in taking their enquiry further.