Glossary of technical terms related to our sector:

A

Abandonment on the first try: The client immediately hangs up when it hears a waiting message.

ACD (Automatic Call Distributor): Telephone system that answers incoming calls, obtains information and instructions from a database, determines the best way to process the call and redirects to the correct agent as soon as it is available.

Agent: Person who answers calls in a call center / contact center.

Multi-channel customer service Customer service through different communication channels, such as telephone, messaging, chat, etc.

Voice authentication: Biometrics used to verify that the caller is who they say they are.

 

B

B2B (Business to Business): Business between different companies.

B2C (Business to Consumer): Business directed business to consumers.

Database: Structured set of files, records, or tables. A collection of information organized in such a way that a computer program can quickly select the desired pieces of information.

Benchmark: It is a process by which the characteristics of the company's products or services are evaluated to determine opportunities for improvement, showing comparisons with the competition.

 

C

Callback: Function that allows the customer to request a call back.

Call Center: office where an organization handles a high volume of phone calls from customers and others.

Inbound campaigns: Project in relation to client/user Contacts, used as support for massive advertising guidelines or direct marketing.

Outbound Campaigns: Project in which Contacts are made to clients and/or users.

Echo cancellation: Elimination of channel noise so that the system can hear and recognize natural language input during the prompt.

Channels: These are the communication mechanisms used by a customer to initiate contact with a company and vice versa, such as voice calls, email, chat, SMS, video, web forms, fax and social networks.

Chat: Type of message communication that allows agents to contact a customer in an interaction.

Call queue: Represents the list of calls that are waiting until an agent is available.

Contact Center: Multichannel Contact Center: Voice (conventional telephone network, IP, mobile), fax, email, chat, web).

Useful contact: It is established when there is a dialogue between the teleoperator and the interlocutor.

Useful follow-up contact: It occurs when the recipient is receptive to the offer in the medium or long term.

CRM (Customer Relationship Management): Global vision of the client, together with the integration of the existing information in the organization.

Cross-selling: It consists of selling a product or service different from the one that a client already has.

Customer experience: Set of experiences that the client has with our company during the purchase or service process.

Customer journey: It is the process that a client has with the company during its life cycle. It consists of multiple touchpoints and interactions, including messages, employees, processes, products, or services.

Customer service: Service to customers to address their queries, claims and / or comments.

 

D

Data Warehouse: Tool that is responsible for creating a single repository of information thanks to several databases.

Datamining: Automatically relates the data stored in the BDS. They are used to support decision-making processes.

Call distribution: Volume of calls distributed during the hours of the day.

 

E

Customer Experience (CX): Taking into account all the interactions that a client has with a company, it determines how the client feels or we make feel when we attend to their requests.

Engagement: The ongoing relationship a customer has with an organization based on relevant, personalized experiences. Indicates if level of involvement.

Employee engagement: La medida en que los empleados participan activamente en su trabajo y brindan apoyo a sus clientes. Puede ser un factor clave para la motivación, la retención, el rendimiento, la experiencia del cliente y el éxito empresarial.

 

F

FCR or First Contact Resolution: Indicator that shows the ability to meet customer needs the first time they call or contact an agent.

Workflow: Sequence of processes that a piece of work goes through, from start to finish.

FTE: Equivalent Shift Factor, used to schedule shifts and budgets. The number of hours scheduled for agents, divided by the number of hours on business days. Several partial shifts make one or several equivalent shifts.

 

G

Call recordings: It's a useful way to store customer call history, as well as an important tool for team building and performance monitoring.

Customer Experience Management (CEM): Strategy focused on operations and business processes revolving around creating a positive experience for customers.

 

H

Hardware: Physical components of a computer system. It includes the central processing unit, disks, tape and disk drives, etc.

Helpdesk: Call Center services that take care of the use and installation of products. It is associated with technical sales or specialized telephone work.

 

I

Interaction: How the customer contacts a company after selecting the communication channel they prefer.

 

L

Abandoned call: Or missed call. The customer hangs up before their call is answered by an agent.

Lost call: Incoming call whose connection has been interrupted or dropped before an agent answers it.

Answered call: Call answered by an agent before the customer hangs up.

Queued calls: Real-time indicator that allows you to see the number of calls that are waiting to be answered by an agent.

Lead: Fulfillment by the user of an action marked by the company as an objective.

 

M

Direct marketing: Communication aimed at a specific audience (physical, electronic or voice direct mail).

 

O

Back office optimization: Simplification and automation of tasks and workflows that are not customer-facing, whose purpose is to improve the customer experience (CX).

Omnichannel: Have different customer touchpoints, across a variety of channels that seamlessly connect, allowing customers to pick up where they left off on one channel and continue the experience on another.

 

P

Processor: The computer on which the system software runs, usually the part of the computer system that processes the data, known as the "central processing unit."

Contact point: Impression that a client has of an organization (be it advertising, product, email, etc.). These touchpoints can create an interaction with the organization, which, in turn, creates a customer experience.

 

R

Records: List of actions that have happened.

Agent reports: Reports that allow agents to view team statistics and their own call log.

ROI (Return of Investment): Calculation of the time in which an investment is compensated. Used, for example, for calculations of return on investments in CRM systems.

 

S

Customer satisfaction: Indicator to know if the company meets customer expectations based on the level of satisfaction.

Script: Script with the most common problems and situations that a client has and the most appropriate responses to those topics.

Customer service: Assistance and care offered by an organization to its customers before, during and after the acquisition of products or services.

Supervisor: Leader of the agents.

 

T

Telemarketing: Strategies for the dissemination and sale of products and services, through alternative channels (other than face-to-face contact).

Call time: Indicator of a Call center to determine the average time of attention of a call.

Average Attention Time (AHT): Time it takes for an agent to answer a call.

Talk time: Average time spent by an agent on each call, while they are talking; is a common call center performance metric.

 

V

Customer Lifecycle Value: Value of a customer during its life cycle as a customer of an organization or brand.

Customer Perceived Value: Customer-perceived value is driven by emotional, logical, or physical factors, and can be greatly influenced by marketing.

Call volume: Number of contacts or transactions per second.

Voice of the customer: Measurement used to describe the painstaking process of capturing a customer's expectations, likes, and dislikes.