Teliqon Call Center Glossary

An auto dialer automates calls, connecting live calls to agents, boosting productivity, and reducing downtime in outbound campaigns.

An automated calling system dials numbers and plays pre-recorded messages, reaching large audiences efficiently and delivering important information.

Agent training equips call center agents with the skills and knowledge they need to handle inquiries effectively, resolve issues, and ensure high-quality customer service.

Agent status indicates an agent’s current activity, such as “available,” “on a call,” or “on break,” helping managers monitor and manage agent availability.

An agent scorecard evaluates agent performance across key metrics, such as conversion or resolution rate, helping improve service consistency.

An abandoned call occurs when a caller hangs up before speaking to an agent, often due to long wait times or other service delays.

Agent utilization measures the percentage of time agents spend on productive tasks, helping balance workloads and improve operational efficiency.

ASA calculates the average time taken for an agent to answer an inbound call, reflecting responsiveness and wait time efficiency.

Agent idle time measures the amount of time an agent spends waiting for the next call, impacting productivity and staffing needs.

AHT is the average time an agent spends on a call, including after-call work, serving as a key efficiency metric in call centers.

Average Talk Time measures the average time an agent spends actively talking to customers, helping evaluate productivity and engagement levels.

A BPO contact center outsources customer service or sales for other companies, helping businesses scale without needing in-house teams.

Call recording captures audio from conversations for quality assurance, compliance, and training, allowing teams to review and improve service interactions.

Customer Retention Rate reflects the percentage of clients who remain with a business over time, offering insights into customer loyalty and the success of retention strategies.

Call tracking records data on calls, helping businesses analyze customer behavior and agent performance to refine communication strategies.

Call center agents are responsible for handling inquiries, resolving issues, and ensuring customers receive support and information.

Compliance ensures a call center adheres to industry standards and privacy laws, safeguarding customer data and maintaining transparent communication.

Call routing directs calls to the most suitable agent or department based on specific criteria, ensuring customers quickly reach the right support.

Call monitoring allows managers to listen to live or recorded calls to ensure compliance, assess quality, and provide agent feedback for improvement.

A call queue holds calls in line when all agents are occupied, reducing abandoned calls and ensuring customers are answered in order.

Call flow is the structured sequence of actions that guide an interaction from start to finish, optimizing efficiency and ensuring consistent customer experiences.

Call volume counts the number of inbound and outbound calls in a period, helping manage staffing and predict peak times.

Call disposition logs call outcomes, categorizing interactions for tracking and improving future sales or service campaigns.

A call center app lets agents handle calls from their mobile devices, providing flexibility and connectivity on the go.

This rate shows the percentage of callers who hang up before reaching an agent, usually due to long wait times.

Call coaching provides feedback and guidance regarding calls to agents, helping them improve their performance and enhance customer interactions.

Call whispering allows supervisors to provide coaching or guidance to agents during live calls without the customer hearing, supporting agent development.

Turnover rate tracks the percentage of agents who leave a call center over time, providing insight into job satisfaction and retention strategies.

CCaaS is a cloud-based contact center solution that provides scalable tools and infrastructure for managing customer interactions across channels.

A callback request allows customers to receive a call back instead of waiting on hold, enhancing convenience and reducing wait times.

Cost per call calculates the average expense incurred for handling each call, useful for budgeting and measuring call center efficiency.

CTI links phone systems with computers to enable data sharing, improving call handling and providing agents with caller information.

Call answer rate measures the percentage of inbound calls answered by agents, an indicator of accessibility and customer service efficiency.

Call center voicemail allows callers to leave messages when agents are unavailable, ensuring inquiries are captured outside of active hours.

CPaaS is a cloud-based platform that enables businesses to integrate real-time communication capabilities, like voice and SMS, into their applications.

A Call Detail Record logs essential data from a call, including duration, time, and participants, for analysis and record-keeping purposes.

Caller ID displays the phone number or name of the caller on the recipient’s device, providing context for personalizing customer interactions.

A dialer automates outbound calls by dialing numbers and connecting answered calls to agents, maximizing productivity and minimizing idle time.

Direct Inward Dialing provides individual phone numbers to specific departments or agents, enabling direct connections without going through a switchboard.

DNIS shows which specific phone number a customer dialed, helping to route calls to the right department or agent based on the caller's needs.

Escalation rate measures the frequency at which customer issues are passed to higher-level support, indicating complexity or gaps in agent training.

First Call Resolution measures the percentage of issues resolved during the initial call, indicating service efficiency and customer satisfaction.

First Contact Resolution measures the percentage of issues resolved during the first interaction across any channel, reflecting service effectiveness.

First Response Time measures the time it takes for an agent to respond to a customer’s initial inquiry, directly influencing customer satisfaction and service efficiency.

A hosted PBX is a cloud-based phone system that enables businesses to manage calls with advanced features without on-site hardware.

A hosted contact center operates entirely in the cloud, cutting hardware costs and allowing businesses to focus on service, not infrastructure.

A hosted dialer is a cloud-based system that automates outbound dialing, connecting calls to agents without requiring on-premises hardware.

An inbound call is one where the customer calls in for support, service, or inquiries, and it’s routed to an agent or automated system.

An inbound sales representative handles inquiries from potential customers, converting leads into sales by guiding them to the right solutions.

IVR is an automated system that guides callers with voice prompts or key inputs, directing them to the right person or service.

Live monitoring allows managers to listen to calls as they happen, offering instant feedback and ensuring quality standards are met.

Local presence dialing displays a local number to call recipients, increasing the likelihood of answered calls by making the call appear familiar.

A multichannel contact center integrates communication channels — such as voice and text — allowing agents to handle various interactions in one platform.

An outbound call is made by an agent to contact customers, typically for sales or support purposes, to provide information or assistance.

An outbound sales representative actively reaches out to potential clients to promote products or services, focusing on lead generation and sales.

Outbound IVR sends pre-recorded messages to customers, often used for reminders, confirmations, or polls, keeping customers informed.

An outbound campaign is a targeted series of outbound calls aimed at engaging prospects, gathering information, or generating sales.

A predictive dialer automates the dialing process, connecting live calls to agents and minimizing idle time to maintain a high call volume.

Phone number masking hides actual numbers, adding a layer of privacy and security for both customers and businesses during calls.

Priority routing directs high-priority calls to specific agents or departments, ensuring urgent issues are addressed promptly.

A post-call survey gathers feedback from customers after an interaction, providing insights into service quality and areas for improvement.

Queue callback lets customers request a return call rather than waiting on hold, reducing frustration and improving customer experience.

Real-time analytics provides immediate data on call center performance, helping managers monitor activity and make on-the-spot improvements.

Real-time reporting provides up-to-the-minute metrics on call center performance, enabling managers to make immediate adjustments and optimize operations.

A supervisor oversees call center operations, supporting agents, managing escalations, and providing real-time guidance to ensure a seamless customer experience.

SIP Trunking is a service that connects phone systems to the internet, enabling high-quality, scalable global communication without the limitations of traditional phone lines.

Speech Analytics examines recorded calls to detect keywords and sentiment, offering insights into customer preferences and opportunities for service improvement.

Service level is a metric that measures the percentage of calls answered within a specific timeframe, indicating responsiveness and efficiency in call centers.

An SLA is a formal commitment between a provider and client that defines performance standards, such as response times and service quality.

Silent monitoring allows supervisors to listen to live calls without alerting the agent or customer, supporting quality assurance and training.

Text Analytics provides insights into agent-customer interactions, helping to enhance agent training, improve scripts, and boost service quality by identifying important patterns and trends.

Voice over IP (VoIP) enables calls over the internet instead of traditional phone lines, offering a cost-effective, scalable communication solution without extensive hardware requirements.

A virtual call center operates entirely online, allowing agents to work from any location, reducing overhead, and increasing flexibility.

WebRTC is an open-source technology that enables secure, real-time calling within web browsers. It doesn't require additional plugins or software, making it easy to use across devices.

Wait time measures how long customers wait to be connected to an agent, impacting both customer satisfaction and service efficiency.

Warm calling involves reaching out to leads who’ve already interacted with the business, which means they’re more likely to engage than cold contacts.