A
Abandonment Rate
The s term refers to an inbound contact that waited to be connected but ended communication before being transferred. In outbound contacts, this term refers to an occurrence in which the predictive dialer ends communication because the system or agent was unable to connect.
Agent
An individual who handles the customer interaction resulting from inbound and/or outbound contact. See related: Customer Service Representative (CSR).
Agent Coaching
Agent coaching is the term used when QA managers use performance activity, insights, and other data from customer interactions to use when giving call center agents feedback so that they can improve their skills and fill in knowledge gaps.
Agent Experience
Agent experience refers to the overall experience of the contact center agent related to the type of support provided by the employer to help the agent complete regular job duties, as well the employee benefits, incentives, agent coaching programs, onboarding and regular skills training, and anything else that affects how the agent engages with their employer.
Agent Scorecards
Agent scorecards provide a consistent, unbiased scoring method to help managers and agents understand individual and team performance related to scorable categories, such as an agent’s average handle time, call dispositions, and any other performance indicators that QA mangers want to score and monitor.
Analytics Tools
Tools or features that automatically analyze data to reveal insights and trends that contact center managers and coaches can use to improve key performance indicators and call center operations.
Application Programming Interface (API)
A set of functions and procedures allowing developers to create applications that access the features or data of an operating system, application, or other service.
Artificial Intelligence (AI)
Cognitive technology that uses and analyzes data, algorithms, and programming to perform actions, predict problems, and adapt to circumstances.
Automated Call Scoring
The process of automatically scoring customer interactions based on “scorable events,” such as the use of a greeting or script compliance
Automated Call Transcriptions
Also known as speech-to-text transcriptions, automated call transcriptions are searchable text documents converted from recorded phone conversations.
Average Handle Time (AHT)
The average sum of the amount of talk time (for the agent and caller when applicable) and hold time for the caller during a call.
B
Business Intelligence (BI)
Business intelligence refers to the data and other tools used to gather insights that help businesses make strategic, data-driven decisions.
Business Process Outsourcing (BPO)
BPO’s refer to third-party providers of outsourced operations.
C
Call Center Speech Analytics
Call center speech analytics refers to speech analytics software that’s used in call centers or contact centers to monitor agent performance, CX, and anything else related to call center operations.
Call Center Quality Monitoring
Call center quality monitoring refers to any type of monitoring within a call center, such as call quality monitoring.
Conversation Intelligence Software
Software that uses automated tools, such as call transcripts and scorecards, to gather data and actionable insights on any conversation between an agent and a customer.
E
Emotion Analysis
Like sentiment analysis, emotion analysis measures nuances like tone of voice to provide a score for the overall emotion of agent, caller, or the call itself. These scores range from positive to negative, or neutral.
H
Handle Time
The sum of talk time and hold time.
Hold Time
The amount of time a caller is on hold during a call.
M
Manual Scorecard
A scorecard that is manually graded by listening to an entire call and using parameters determined by the call center QA team and call center managers.
MSaaS (Managed Software as a Solution)
MSaaS applications are different than SaaS applications in that they are usually managed by the solution provider to offer more customization and success with the solution. CallFinder is considered an MSaaS due to our Managed Client Services.
S
SaaS (Software as a Solution)
SaaS applications are typically out-of-the-box or one-size-fits-many solutions, leaving very little room for customization, unlike MSaaS applications.
Scorecard Category
Categories within an automated scorecard that help QA managers understand how their agents are performing.
Sentiment Analysis Software
Sentiment analysis software measures certain aspects of the agent-customer interaction to determine if the emotion of the customer or the agent is positive, negative, or neutral.
Speech Analytics
Speech analytics refers to any type of software or solution that uses specific technology to analyze speech and extract data relevant to the application, such as call center quality monitoring.
Speech Analytics Software
Software that is typically cloud-based and that utilizes automated technology to save time, reduce costs, and create revenue opportunities.
Speech Analytics Solutions
Solutions that use automated speech analytics software to monitor KPIs or anything that’s relevant to the call center or business using the solution.
T
Talk Time
The amount of time that either the agent or customer (or both) talked on a call.
V
Voice Analytics
Similar to speech analytics, voice analytics is a type of call center QA process that takes a more nuanced approach to analyzing calls, using tools like sentiment and emotion analysis to determine the overall mood of the conversation to help improve call center agent performance and any metric you can track and score through recorded customer interactions.
Voice Sentiment Analysis
Voice sentiment analysis focuses on just the sentiment score to determine the overall mood of the conversation.
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