Call Centre a2z. The Call Centre Encyclopedia
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A
Abandoned Calls
ACD Advisor Tracking
ACD Agent Group Report
ACD Glossary
ACD Group Report
ACD Individual Agent Report
ACD Products
ACD Reporting Glossary
ACD Reports
Achievement Energy
Acoustic Shock
Addressing
Adherence to Schedule
Adherence to Work Activity Mode (WAM)
Advisor Perspective
After Call Work / Wrap - ACW
Agent-load
All Trunks Busy (ATB)
Analytical Thinking
Annual Billing
Annualised Hours
Answered Calls
Appointments
Appraisal Documentation
Aspect Software
Assessment Centres
Attendance
Attrition Turnover
Audits
Automated Call Handling
Automatic Call Distributor (ACD)
Available
Average Handle Time (AHT)
Average Response Time (ART)
Award Bodies
Award Winners
B
Back Office
Back Office Mail-outs
Back Office Operations Management
Back Office Technology
Balanced Scorecard
Behaviours
Benchmarking
Best Practice Guidelines
Best Time to Call
Best Value
Big Brother
Blending
Bonuses
Bradford Points
Breaks
Brochures
Budgets
Building Construction
Bulletins
Bullying
Burnout
Business Analyst
Business Cases
C
Call and Contact Centre Manager
Call Avoidance
Call Backs
Call Capture Forms
Call Centre Advisor
Call Centre and Contact Centre
Call Centre Calculators
Call Centre Photo Galleries
Call Closure
Call Forecasting
Call Handling Capacity
Call Process Flows
Call Quality Monitoring
Call Recording
Call Routing
Call Scripting
Call Tracking
Calls Per Agent
Calls Per Claim
Calls Per Hour
Calls Received
Campaign Management
Candidate Board
Career Dev and Progression
Case Law
Certificates
Certification
Change Focus
Change Management
Channel Switching
Cheating
Client Account Manager
Cloud Computing & Hosting
Coaching
Codes of Conduct and Etiquette
Collections Debt Recovery
Communication
Communications Manager
Compensation and Benefits
Competencies
Competency Testing
Competitions
Complaints
Complaints: Verbal
Compliance
Computer Telephony Integration (CTI)
Conference Speakers
Conferences
Consolidation
Construction Buildings
Consultation
Contact Propensity
Contact Ratios
Contracts
Conversion Rate
Cost per Call
Costs
Creches
Credit Union
Crisis Handling
Culture
Customer Care
Customer Charter
Customer Expectations
Customer Life Time Value (CLTV)
Customer Relationship Management (CRM)
Customer Relationship Management (CRM) Systems
Customer Satisfaction
Customer Satisfaction - External
Customer Satisfaction - Internal
Customer Service
Customer Tracking
CV Screening
CV Writing
D
Data & Information Security
Data Entry
Data Protection
Day in the Life of - DILO
Decision Maker Contact (DMC) or Right-Party Contact (RPC)
Design
Desktop
Development Agencies
Development and Progression
Diminishing Returns
Direct Marketing Association (DMA)
Direct Response TV (DRTV)
Disaster Recovery
Disciplinary
Display Screen Equipment
Diversity
Do Not Call (DNC) Legislation
Dunning Runs
e
e-Government
EEC
Email Blending
Email Productivity
Email Technology
Empathy
Employee Engagement
Employment Law
Empowerment
EN 15838 European Standard
English Speaking
Erlang
Escalation Plans
Exhibitions
Exit Interviews
Eye Sight
F
Face to Face to Voice
facebook
Facilities
Family Friendly
Federal Trade Commission
Feng Shui
Financial Services: Banking
Financial Services: Credit Card
Financial Services: Insurance
Financial Services: Loans
First Aid
First Contact Resolution (FCR)
Flexi-Time
Flexibility Adaptability
Floor Performance Manager
Floor Plans
Fulfilment
Full Time Equivalent (FTE)
Fun
Furniture Photo Gallery
G
Games
Gamification
General - Interview Questions
Gifts and Vouchers
Grants
Group Exercises
GROW
H
Handsets and Turrets
Headcount
Headsets
Health and Safety
Health and Safety Executive (HSE)
Healthcare
Hearing
Help Desk
Holidays
Home Working
Hot Desking
How to
Human Resources
Humour and Funny Stuff
I
Idea Schemes
Idle
Implementation
Incentives
Incoming Call Dimensions
India
Induction
Industrial Tribunals
Innovation Initiative
Interactive Voice Response (IVR)
Interactive Voice Response (IVR) Flowcharts
Interim Management
Interim Managers
Internet Protocol (IP)
Internet Service Provider (ISP)
Interpersonal Awareness
Interview Questions
Interviews
Intra-Period Management
Intranets
J
J D Power
Job Descriptions
Job Design
Job Evaluation
Job Rotation
Job Satisfaction
Job Sharing
Job Twinning
K
Key Performance Indicators (KPI)
Keyboard Skills
Knowledge Management
L
Lateness
Layout and Configuration
Lead Generation
Leadership
Legislation
Library (Books)
Listening Skills
Literacy Tests
Live Chat (Web Chat)
Loyalty
M
Magazines
Making Things Happen
Management by Walkabout - MBWA
Management Information Systems (MIS) Reporting
Management Information Systems Analyst
Massage
MIS Performance Reports
Mission Statements
Monitoring
Motivating Others
Motivation and Morale
Multi-site Routing
Multi-Skilled
Musculoskeletal Disorders
Mystery Shopping
N
Names Agent and Advisor etc
National Vocational Qualifications NVQs
Net Promoter Score (NPS)
Noise
Non-Demand Work
Normalised Calls
Nuisance Calls
Nuisance Text SMS Mesages
Numeracy Tests
O
Objection Handling
Objectives
Occupancy Levels
Ofcom
Offshore
Ofgem
Oftel
Ofwat
Omni-Channel (Multi)
Open Standards
Operations Glossary of Terms
Operations Management
Operations Manager
Oracle
Organisation Structures
Organisational Awareness and Commitment
Out of Hours (OOH)
Outbound
Outsourcer Selection
Outsourcing
Overflow Groups
P
Paper to Voice
Part Time Staff
Pay and Performance Related
Peak Traffic Management
Performance
Performance Management
Performance Measures
Performance Tracking Tools
Personal Attributes
Personal Development Plans
Pharmaceutical
Pipeline Management
Planning and Organising
Pooling Principle
Poor Performance
Post-Call IVR Survey
Predictive Dialler
Presentation Skills
Presentations
Preview Dialler
PriTel Rule 75
Private Branch Exchange (PBX)
Problem Solving Decision Making
Process Reengineering
Processes
Productivity
Progressive Dialler
Project Manager
Psychometric Testing
Public Sector
Public Sector: HM Revenue & Customs (HMRC) UK
Public Sector: Local Government
Public Sector: National Health Service (NHS)
Q
QPEC Reports
Qualifications
Quality
Quality Analyst
Quality Building Blocks
Quality Circles
Quality Cost of
Quality Function Team
Quality Model
Quality Orientation
Quality Systems
Questioning Skills
Queues
Quizzes
R
Rapport Building
Ready and Not Ready
Ready Circle
Received Calls
Recruitment
Redundancy
Regulation and Law
Relationship Building
Renewals
Reorganisations
Repeat Call Analysis
Repeat Contacts
Repetitive Strain Injury
Request a Quote
Resilience Tenacity
Resolved Live
Resource Planner
Resource Planning / Workforce Management (WFM)
Response Indexes
Result Orientation
Retail
Retention
Retention Calls
Reward and Recognition
Rework
Risk Assessment
Role Play
Rookie Schools and Nurseries
Root Cause Analysis (RCA)
Rostrvm Solutions
S
Salaries
Salary Banding
Salary Progression
Sales Experience Sales Aptitude
Satisfaction Index (SI)
Schedules
Scoring and Rating Methods
Selection Matrix Grid
Self Confidence
Self Motivation & Development
Self-Management
Self-Service
Service Delivery Failures
Service Delivery Manager
Service Level
Shift Co-ordinator
Shift Swapping
Shift Working
Short Calls
Shrinkage Absences
Sickness
Silent Calls
Site Location
Skills Based Routing (SBR)
SMS & Text
Social Media
Social Media Systems
Soft Skills
Spans of Control
Speech Analytics
Speech Technologies
Stack Attack
Staff 360
Staff 360 Degrees
Staff Opinion Surveys
Statistics
Strategic Thinking
Strategies
Stress
Stress Audit
Subscription Television & Media
Surveys
Sweatshop
Switchboard
T
Talk Time
Team Coach
Team Leaders and Team Managers
Team Meetings
Team Sizes
Teamworking
Technical Knowledge
Technical Testing
Technology
Technology Products
Technology Sector
Technology Selection
Tele-skills Assessment
Telecoms
Telecoms Carriers and Providers
Telecoms: Mobile Network
Telemarketing
Telephone Networks
Telephone Preference Service (TPS)
Telephone Screening
Telephone Support Teams and Admin Teams
Telesales
Teleskills
Temporary or Contract Staff
Theme Days
Times Style Appointments
Toll Free & Free Phone Numbers
Track the Variables
Trainer
Training
Training Courses
Training Materials
Training Needs Analysis
Training Officer
Training On-line
Transferring of Calls
Travel, Tourism & Leisure
Trunks and Lines
TV Adverts
twitter
U
Unified Communications (UC)
Unions
Unit Costs
Upsell & Cross-Sell
Utility: Electricity
Utility: Gas
Utility: Water
V
Vacancies
Verbal Abuse
Verint
Virtual Call Centres
Vision and Values
Voice
Voice over IP (VoIP)
Voice to IVR
Voicemail
W
Walkaway Codes
Wall Board Displays
Wallboards
Water and Drinks Dispensers
Web 'Call Me' Button
Web Integration
Web Seminars
Websites
Weighting of Volumes
Welcome Calls
Work Activity Modes (WAMs)
Work Activity Modes Calculation
Workforce Optimisation (WFO)
Workforce Optimisation (WFO) - Technology
Working Environment
Working Time Directive
Working Window
Workload
X
Xmas Holidays
Y
Yoga
Your Bill Explained
Z
Zombi
Zonal Management
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United Kingdom
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