Management information system (MIS)

Real time and historical reporting software that enables monitoring of call centre performance

Marketing reference code (MRC)

A unique identifier to reference the source of a batch of data or a specific advert/campaign

Non-disclosure agreement (NDA)

It is a contract through which the parties agree not to disclose information covered by the agreement

Payment card industry (PCI)

Organisation that regulates the storage and taking of credit card data

Predictive dialler (PD)

A dialler that uses an algorithm to predict when an agent becomes free and dials in advance of that agent becoming free so as to minimise non-productive time.