Glossary

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A dialer that displays customer info to the agent before initiating the call, giving time to prepare.

A telecommunications standard that provides multiple voice or data channels over ISDN.

A secure network infrastructure dedicated to a specific organization.

An agent status indicating they are not currently available to take calls.

The ability for customers to keep their existing phone number when switching to a new service provider.

The percentage of time agents spend handling interactions versus being idle. Calculated as workload hours ÷ staff hours.

Outsourcing work to a company in a distant country, often with a significant time zone difference.

Ready-made software or solutions that can be immediately implemented without customization.

The process of integrating new employees, clients, or customers into a company through orientation and training.

Monitoring and responding to customer reviews to maintain and improve a brand’s reputation.

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