Callcenter-Glossar

• Abandoned Call
• All Trunky Busy (ATB)
• Application Based Routing
• Audiotex
• Auto Dialer
• Automatic Call Distribution (ACD)
• Automatic Number Indentification (ANI)
• Average Delay of Abandon (ADA)
• Average Handling Time (AHT)
• Average Holding Time
• Average Speed of Answer (ASA)
• Bruttokontakte
• Call
• Call Back Button
• Call-Center
• Calls in Queue
• Call Routing
• Call Volume
• Carrier
• Cold Call
• Computer Telephony Integration (CTI)
• Cost per Call (CPC)
• Cross Selling
• Customer-Care-Center
• Dialed Number Identification Service (DNIS)
• Erlang
• Escalation Plan
• Follow-the-Sun-Prinzip
• Follow-up
• Full Time Equivalent (FTE)
• Gesprächs-Forecast
• Gesprächsleitfaden
• Handled Calls
• Headset
• Help Desk
• Hills B
• Inbound-Call-Center
• Intelligent Call Processing (ICP)
• Intelligent Services Digital Network (ISDN)
• Interactive Voice Response (IVR)
• Invisible Queue
• Junk Calls
• Kontaktmanagement-Software
• Longest Available
• Monitoring
• Mystery Calls
• Nettokontakte
• Off-Peak-Hours
• Outbound-Call-Center
• Outsourcing
• Peak
• Percent Allocation
• Predictive Dialer
• Preview Dialer
• Queue
• Routing
• Script
• Skill-Based-Routing
• Standard-Service-Level
• Swinging Agent
• Telekommunikationsanlage (TK-Anlage)
• Überlauf-Funktion
• Unerlaubte Werbeanrufe
• Up-Selling
• Zeitplanung

 

Outsourcing:

Vergabe bestimmter Serviceleistungen an einen externen, spezialisierten Dienstleister.

Fundstelle: Internet

Bei vielen Callcenter-Aktivitäten kann Sie unsere Software
“CCMax”
wirkungsvoll unterstützen.
 

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