TECHNOLOGYDAY 2/ LEGATO SERVICES LIMITED

In Call Centers there are several dialing modes depending on how the call is placed. There are 4 different dialing modes depending on how software dialers selects the contacts that are going to be called and starts making the calls:

1. Manual Dialer2. Progressive Dialer3. Predictive Dialer4. Predictive Hang-Up

Types of Dialer

Manual DialerUsing a manual dialer means where an agent has to dial manually.

Progressive Dialer

It presents the account information and phone number on the screen after the number is dialed.

Predictive Dialer

It makes outbound calls automatically and distributes them to an agent when a live person answers. It can recognize and avoid answering machines and busy signals.

Predictive Hang-UpA call attempt initiated at a time when no agent will be available if a call is connected.

Automatic Call Distribution (ACD)

A software feature that routes a call to groups of agents (also called a “queue”) based on first-in, first-answered criteria. The guiding principle is that the caller who has been waiting the longest will be first the caller routed to the next available agent. The agent that receives the call will be either the first available agent or the agent that receives the call will be either the first available agent or the agent that has been available for the longest period of time.

It usually includes the ability to generate statistics.

It may be a dedicated telephone system or part of an office telephone system.

Computer Telephony Integration (CTI)

A method of connecting your telephone system to your database to permit faster and more efficient handling of calls. Most commonly this will allow you to pop yo9ur callers details up on to the agents screen when the call connects.

Screen pop is a function of CTI, CTI will direct the data screen of the calling person’s account to the terminal of the agent as the call being routed there.

Basic TerminologiesAutomatic Number Identifier (ANI)

A telephone service that provides the telephone number of an incoming call.

A signal that software programs “pick up” the moment someone calls in and then route that call to the appropriate rep and display the caller’s record of info in front of them.

Call/Contact Blending The process of combining the flow of inbound/outbound calls and other contacts such as email or web transactions to a set of agents. Contact blending can be accomplished manually or by means of automated systems that route that contact to the agents capable of handing them.

Abandoned Call/Contact

A call or other type of contact that has been offered into a communications network or telephone system, but is terminated by the person origination the contact before any conversation happens. In an outbound calling scenario, abandoned calls refer to connects that are disconnected by the automated dialer once live contact is detected and no agent is available to match up with the call.

Interactive Voice Response (IVR)

A device which automates retrieval and processing of information by phone using touch tone signaling or voice recognition to access information residing on a server to give a response.

Voice over Internet Protocol (VoIP) Transportation of voice call across the Internet.

Talk Time The elapsed time from when a person answers a call until the call is disconnected.

Wrap-Up Time The time required by an ACD agent after a conversation is end, to complete work that is directly associated with the calls just completed. Does not include time for any other activities such as meetings, breaks, corresponds.

Average Hold Time (AHT) The average length of time between the moment a caller finishes dialing and the moment the call is answered or terminated.

After Call Work (ACW)

Work immediately following an inbound call or transaction. If work must be completed before agent can handle next contact, then ACW is factored into average handle time. Work may involve keying activity codes, updating database, filling out forms or placing an outbound contact.

Integrated Services Digital Network (ISDN) A set of international standards for telephone transmission. ISDN provides an end to end digital network, out-of –band signaling, and greater bandwidth than older telephone services. The two standard levels of ISDN are Basic Rate Interface (BRI) and Primary Rate Interface (PRI). See Basic Rate Interface and Primary Rate Interface.

The average length of time that an agent speaks with a customer from answering to hanging up.

Average talk time (ATT)

A contact that is handled to completion by an agent or in an outbound dialing scenario, a contact that has been through maximum recycles attempts.

Completed Call/Contact

Time waiting for a call.

Idle time

Right Party Contacts = Decision making RPC

SPHSales per hour refer to the total number of Sales divided by the total number of hours.

SPH = Sales/Hours

SPDSales per Day refer to the total numbers of Sales divided by the day.

SPD = Sales/Day

ConversionConversion refers to the total number of sales divided by the total number of Contacts.

Conversion = Sales/Contact

ATTAverage talk time refers to the total talk time divide by the total contacts.

ATT = Total Talk Time/Total Contacts

RPHRevenue per hour refers to the total number of revenue generated divided by the total number of hours

SPH = Sales/Hours

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Designed by | S.M. Tanvir Alam