Learning contact center terminology is like learning a new language: there are a lot of basic terms you need to master to carry out a conversation. That can be pretty tough to do if you’re mixing up your KPIs and APIs, but luckily, OneReach has got your back. Here are definitions to some of the most common terms in the industry.
Answering machine detection (AMD): a system that can determine whether a call has reached a person or an answering machine
Application programming interface (API): programming contract that tells different software programs how to interact
Call Detail Record (CDR): information about a given call, like length of time, used primarily for billing purposes by a provider
Call routing: sending calls to their appropriate destination
Channel pivot: the ability to switch between voice call and text message without losing track of the conversation
Channel: a method of communication
Cloud computing: the sending and storing of data over the Internet
Computer telephony integration (CTI): coordinates interaction between a computer and a telephone
Customer experience (CX): takes into account all the interactions a customer has with a company//how customers engage and react to a company during their relationship
Customer satisfaction (CSAT): a measure of how well a company meets a customer’s expectations
Customer service (CS): assistance provided to customer using a company’s product or service
Dual-tone multi-frequency signaling (DTMF): used to send signals in the voice-frequency band between telephone handsets and other communications devices
First contact resolution (FCR): a company’s ability to solve a customer’s problem on the first service contact
Gamification: the incorporation of game components like levels and incentives into a business environment to increase employee or customer engagement
Inbound call: a call to a company initiated by the customer
Integration: connecting multiple systems so they work in cooperation with one another
Interactive text response (ITR): an automated text system that recognizes and reacts appropriately to repeat customers without customer input over SMS
Interactive voice response (IVR): an automated phone system that recognizes and reacts appropriately to repeat customers without customer input
Key performance indicator (KPI): a metric used to evaluate a company’s success
Long code: term used for SMS-enabled phone number with traditional 10-digit format (in USA)
Multimedia Message Service (MMS): a way to send messages over the SMS channel to transmit multimedia content
Net Promoter Score (NPS): a measurement of consumer loyalty on a scale of zero to 10 achieved by subtracting the percentage of detractors (0-6) from the promoters (9-10)
Omnichannel: a seamless interaction between different forms of communication
Outbound call: a call initiated by the call center to a customer
Provider: a company that supplies customers with telephony service and transmits calls and text
Public Switched Telephone Network (PSTN): traditional voice telephone call infrastructure
Push notification: an alert that notifies a user of news or events when the application isn’t open
Screen pop: a notification that displays caller-specific information automatically when a call comes in
Self-service: a support mechanism that provides customers with enough information and capabilities to solve a problem or carry out a task without additional human interaction
Short code: easy to remember 5 or 6 digits phone numbers used to transmit and receive a large volume of text messages (heavily regulated)
Short Message Service (SMS): a way to send and receive messages under 160 characters to/from different mobile devices (also known as texting)
Software-as-a-Service (SaaS): a model where businesses license out software on a subscription basis instead and host it online
Speech To Text (STT): converts spoken words to text
Text To Speech (TTS): converts text to spoken words
User experience (UX): how customers interact with and perceive a service or product in response to its design and layout
Voice of the customer (VoC): a company’s perception of the customer’s wants and needs
Voice over Internet Protocol (VoIP): sends and receives voice calls over the Internet
Got all that? 🙂
We know this is a lot to take in, so if you have any questions or want further explanation, feel free to text, call, or email us!
