What is Contact Centre Terminology?

Contact center terminology comprises a specialized lexicon of terms and phrases employed within the domain of customer service and support, particularly in the context of contact centers or call centers. These terminologies are indispensable for grasping the intricacies of the operations, technology, and procedures that underpin effective customer support. Presented below are key contact center terms:

1. Interactive Voice Response (IVR): An automated system that engages with callers through vocal prompts or touch-tone keypad inputs, enabling them to navigate through menus and access information or services without the need to speak with a live agent.

2. Automatic Call Distributor (ACD): Software or hardware designed to intelligently route incoming calls to available agents based on predefined criteria, such as skill level or workload.

3. Computer Telephony Integration (CTI): Technology that seamlessly integrates telephone and computer systems, equipping agents with customer data and call routing information.

4. Customer Relationship Management (CRM): Software employed for the management and analysis of customer interactions and data to enhance customer relationships.

5. First Call Resolution (FCR): The proportion of customer inquiries or issues successfully resolved during the initial contact with the contact center, negating the need for subsequent follow-up.

6. Average Handle Time (AHT): The mean duration of a customer interaction, encompassing the time spent conversing with the customer as well as any post-call activities.

These terms are vital for facilitating effective communication and understanding within the sphere of contact centers, benefiting both industry professionals and customers as they engage with these pivotal hubs for service and support.