Call center Studio Glossary

ACW refers to the post-call work after a customer has hung up. This includes updating customer information, fixing a bug on your end, logging the call details, and making necessary notes.

AHT is the length of the average call. Reducing AHT is often a key performance indicator (KPI) for call center agents. This can increase your cloud call center’s efficiency and minimize customer wait times.

ASA records how long it takes a call center agent to answer a customer’s call. This is an important metric for customer satisfaction and affects the center’s efficiency and staffing needs.

ASR software prompts callers to answer certain questions to route the call to the appropriate agent. This is often used with interactive voice response (IVR) systems.

ATA is the percentage of inbound phone calls made to a contact or cloud call center that get abandoned before being connected to an agent in real time. A high ATA can indicate understaffing, long wait times, or other issues that your center needs to address.

BIC refers to a superior product or call center within a specific market. A call center may strive to be BIC to attract more customers.

The practice of outsourcing call center operations to a different vendor is known as BPO. Valor Global offers onshore and offshore support options, both options are cost-effective and reliable. BPO can help companies cut costs while still delivering top-notch customer service.

BUQS, also known as a universal queue (or U.S. for call center acronym purposes), integrates many channels used for customer communications, including phone, email, chat, and social media channels. A BUQS can help call centers operate customer interactions more efficiently.

CEM is the technology that keeps customer information in one place and reflects real-time updates. It helps call center agents quickly find relevant information and deliver more satisfactory customer service.

CLI is a method by which inbound calls to a contact center identify caller information. It can help call center agents provide more personalized service and address customer needs more effectively.

CRM is software that manages customer interactions with agents and the company and data with current and potential customers. It can aid call center agents in providing exemplary customer service and tracking important metrics.

CSA, or the call center acronym CSR, refers to those who engage directly with customers via phone, chat, email, or other platforms. They are the frontline of customer service and critical for customer satisfaction.

CSAT is a post-engagement or post-call survey completed by customers to reveal their level of satisfaction with their agent. This is an important metric for customer satisfaction and can help call centers to improve their service.

This refers to a cloud-based contact center solution offering different communication channels such as phone, email, chat, and social media.

A cloud-based solution that offers customers the option to chat while on a call with a customer service agent.

This refers to software or processes that help to manage a cloud contact center workforce. This includes scheduling, forecasting, and real-time management.

This acronym refers to security standards for processing credit card payments in a cloud contact center.

This is a regulation established by the European Union which governs how businesses handle and protect customer data. Your call center must adhere to these rules and not convey any sensitive information to third parties.

A U.S. law that sets standards for the privacy and security of protected health information.

This refers to a customer’s experience with a cloud call center company, including all interactions and touchpoints.

This indicator outlines customer happiness and loyalty, by asking customers if they would recommend a business to others.

This measures how easy it is for a customer to accomplish a specific task, such as placing an order or resolving an issue.

This refers to the specific aspects of the call center process that are most important to the customer experience and must be closely monitored.

A technology that offers self-service options to customers, such as automated account balance inquiries or bill payments.

This refers to the outcomes of a call center interaction that don’t involve a phone call, such as resolving a customer issue via email or chat.