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Call Avoidance
The practice of avoiding taking phone calls, which could involve agents taking their phone off the hook, transferring calls to others, taking excessive breaks, or deliberately taking longer than needed to handle a particular call.
Call Barging
The practice of dropping in on live calls to speak with the customer and the agent.
Call Blending
The practice of enabling agents to make outgoing calls when inbound calls are slow, which includes delivering both inbound and outbound calls seamlessly to the agent.
Call Center (Call Centre)
An office staffed by agents trained to handle a large volume of inbound and outbound phone calls and inquiries, especially for taking orders and
providing customer service.
Call Center Manager (Call Centre Manager)
A worker who is responsible for hiring, training, and supervising call center agents and employees. The manager sets goals, monitors challenges, and works to motivate team members to offer
exceptional customer service.
Call Center Software (Call Centre Software)
Technology that increases the effectiveness and efficiency of a call center, with specific focus on facilitating
high quality interactions between customers and agents.
Call Monitoring Modes
ways for a call center supervisor to participate in a contact center agent’s calls with customers, including listening, whispering, barging, and recording.
Call Recording
The capture of audio and screen activity associated with agent-to-customer phone calls so that they can be stored, retrieved, and evaluated.
Call Routing
A call management feature for contact centers that allows incoming calls to be placed in a queue and then
routed to a specific person or group of people based on business rules and caller criteria.
Call Script
A document that clearly lays out what a
call center agent is supposed to say in response to a specific customer issue or problem.
Caller ID
A service that allows an agent to identify the area code, phone number, and location of the person calling before answering the call.
Carrier
A telecommunications service provider (TSP) that enables the public to call into a contact center by telephone.
Churn Rate
The percentage of customers who
end their relationship with a business within a given period, also referred to as attrition.
Cloud Contact Center (Cloud Contact Centre)
A contact center whose operational tools and systems for handling customer communications are hosted on remote servers instead of on premises.
Cold Call
Unsolicited calls placed by contact center agents to prospective customers, usually for the purpose of
making a sale or introducing a product.
Computer Telephony Integration (CTI)
Technology that links computer systems with telephone systems to control how agent calls are made and received.
Contact Center (Contact Centre)
Contact Center as a Service (CCaaS)
A cloud-based service that enables companies to use only the technology they need to operate a contact center, thereby reducing IT costs.
Contact Center Quality Assurance
A process that helps ensure customer interactions are aligned with business goals. Typically includes identifying common customer issues,
improving the customer experience, and standardizing customer communications.
Cost Per Call (CPC)
A call center metric calculated by dividing the fully loaded cost of your contact center for a given period by the number of inbound and outbound calls handled in the same period.
Cross-Sell
The process of selling a new or additional product or service to an existing customer.
Customer Experience Management (CEM)
Customer Relationship Management (CRM)
A technology for managing a company's relationships and interactions with customers and potential customers.
Customer Satisfaction (CSAT)
A business metric that indicates how satisfied a customer or group of customers is with a specific product, transaction, or interaction with a company. The metric can also be applied at the company level.