Call Center Software Glossary: Key Terms & Concepts

Call logging is the process of gathering, examination, and reporting technical and statistical data regarding phone calls. It excludes call recording and phone tapping. Data from a telecom...read more

Scheduling is the job or activity of determining when specific tasks will be completed. Block scheduling, often known as blocking, is a method of academic scheduling in the American K-12 s...read more

The act of conversing, communicating, and/or exchanging messages through the internet is known as chatting. It entails two or more persons interacting via a chat-enabled service or softwar...read more

Reporting is the process of organizing data into informational summaries in order to track how various components of a business are performing. This includes calculating critical data and ...read more

Live chat is a tool that allows employees to communicate with website users or with one another in real-time. It might be text, voice, or video-based chat that team members utilize to comm...read more

The process of listening in on employee calls to improve communication and customer service is known as call monitoring. It's most typically utilized in customer service situations to help...read more

The process of recording incoming and outgoing calls into a call center is known as automatic call recording. Marketing Automation Software with an automatic call recording feature records...read more

Queue time refers to when something is ready to be worked on but is waiting for someone to do so. These backlogs and delays accumulate throughout the entire system of activities and resour...read more

A predictive dialer is an outbound dialing system that selects numbers from a list and dials them automatically. A predictive dialer dials numbers before detecting a link, at which point t...read more

Progressive dialing is a "middle ground" solution between manual and more advanced predictive dialer solutions. When making outbound calls, a progressive dialer, like a predictive dialer, ...read more

Many programs feature concurrency, allowing multiple users to work on the same record simultaneously. Concurrency control, on the other hand, is the technique through which the outcome of ...read more

An inbound call center is a customer support function responsible for answering incoming client phone calls. On the other hand, Outbound call centers make phone calls to customers, whereas...read more

An outbound call center is a call center that makes outbound calls to customers. Sales teams typically utilize outbound centers to make cold calls to potential customers. Outbound calls ca...read more

Report generation allows you to extract all of the information you require from the database and show it online or export it in various formats. Report generation is the process of extract...read more

IVR stands for interactive voice response. It is a technology that allows humans to communicate with a computer-controlled phone system by using speech and DTMF tones entered via a keypad....read more