All Major Call Center Software Terminologies

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The growth rate of call centers can vary depending on several factors, including industry demand, technological advancements, and outsourcing trends. However, according to a report by IBISWorld, the call center industry is projected to have a compound annual growth rate (CAGR) of 3.3% between 2021 and 2026. This growth is driven by increasing demand for customer service and support across industries, as well as advancements in technology such as artificial intelligence, chatbots, and other automated solutions that can improve efficiency and reduce costs.

ACD (Automatic Call Distributor) –

ACD is a telephony system used to distribute incoming calls to the appropriate agent or department.

It works by using predetermined rules and algorithms to route calls based on factors like the caller’s phone number, the agent’s availability and skills, the time of day, and the language preference of the caller. In modern call center solutions, you will have access to multiple ACD rules.

IVR (Interactive Voice Response) –

IVR is a technology used to automate customer interactions and route calls ...
... to the appropriate agent or department. You can find a dynamic IVRS in the call center software.

It allows callers to interact with a computerized voice or touch-tone keypad to access information or perform certain actions, such as routing to a specific department, making a payment, or checking an account balance.

CRM (Customer Relationship Management) –

CRM generally refers to the strategies, processes, and technologies used to manage a company’s interactions with customers and potential customers.

The system typically includes tools for tracking customer interactions across various channels, such as phone, email, social media, and in-person meetings. By capturing and analyzing customer data, a CRM system can help organizations better understand their customers’ needs and preferences, and tailor their interactions and messaging accordingly.

SLA (Service Level Agreement)–

SLA is a contractual agreement between a call center and its clients, outlining the level of service that will be provided. It typically includes specific targets and metrics that define the quality of service, such as response time, resolution time, uptime, and availability. These targets are often measured and monitored using key performance indicators (KPIs) and reported to the customer on a regular basis.

By defining clear service expectations and accountability, SLAs help to ensure that both the provider and customer are aligned on the scope of the service and the level of quality that is expected.

FCR (First Call Resolution) –

FCR is a metric used to measure the percentage of calls that are resolved during the first contact with a customer. It is a strong indicator of customer satisfaction and operational efficiency, that’s why FCR is considered a key performance indicator (KPI) for customer service operations. The omnichannel call center software will have first contact resolution.

A high FCR rate usually means that agents are able to efficiently and effectively address customer needs, reducing the need for follow-up interactions and improving overall customer satisfaction.

AHT (Average Handling Time) –

AHT is the average amount of time that an agent spends on a call with a customer, including hold time. It is an important call center metric that is commonly used to measure the average duration of customer interaction, including the time spent on hold, talking to an agent and any post-interaction work.

AHT is calculated by adding up the total talk time, hold time, and wrap-up time for a given set of interactions, then dividing by the number of interactions. It is usually measured in seconds or minutes. It is important to note that AHT can greatly impact customer satisfaction, operational efficiency, and cost.

These are the major terminologies related to call center software. You must know these terminologies to use these features of the dialer at their best.

For more information visit https://www.acinfosoft.com/ac-smart-call-center-software/