Glossary

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  • September 22, 2025
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Probability of Delay

The likelihood that a call will wait in queue instead of being immediately answered.

  • September 22, 2025
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Peaked Traffic

A sudden spike in call volume beyond typical variations, requiring fast operational adjustments.

  • September 22, 2025
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Process Management

Designing and controlling workflows to meet operational goals effectively.

  • September 22, 2025
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Occupancy

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

  • September 22, 2025
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Offshoring

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

  • September 22, 2025
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Off The Shelf

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

  • September 22, 2025
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Onboarding

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

  • September 22, 2025
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Online Review Management

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

  • September 22, 2025
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Operating Time

The hours during which a contact center or system is actively providing service.

  • September 22, 2025
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Operation Management

The planning, organizing, and overseeing of business processes to ensure efficient production and service delivery. In contact centers, it involves managing teams, workflows, and resources to meet performance targets and