Contact Center Terminology, Part I

Contact Center Terminology, Part I

If you have ever been around a subject matter expert, they’ve likely dropped a word or acronym you’ve never heard of. The contact center world is filled with these! To help you , we’ve put together a glossary of common contact center terminology. This is designed to make it easier to speak the language and understand how this business works.

1. Automatic call distribution (ACD)
ACD or automatic call distribution (or distributor) is software that queues and routes incoming phone calls. A key role of an ACD is producing intelligence for a contact center and an understanding of opportunities for performance management improvements.

2. Average speed to Answer (ASA)
Average speed to answer, or ASA, is the measurement of how quickly your contact center responds to an incoming request – whether it’s a call or a chat or an email – from a customer. (ex: the call center handled 9000 calls today with an ASA of 48 seconds)

3. Average Handle Time (AHT)
Talk time + wrap-time = handle time. The average handle time for a contact center agent is the total time spent talking on calls divided by the total number of calls for a specified time period. (ex: 500 minutes / 40 calls = 12.5 minute AHT) This metric is especially important for customers  who pay by the minute. Internally, most clients on this type of plan require a 6-8 minute AHT but it really is dependent on the requirements of each campaign.

4. Business Process Outsourcing (BPO)
Business process outsourcing is the contracting of a business task, such as customer service or HR, to a third-party provider. Usually, BPO is implemented as a cost-saving measure for tasks that a company requires but can be done more efficiently through outsourcing.

Continue to Part II…

111 Responses to “Contact Center Terminology, Part I”

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  3. Доступная для всех торговля бинарными опционами зачастую отталкивает людей, поскольку информация подаётся непонятно и скомкано. А как можно доверить свои деньги тому, чего не понял? Данная статья направлена как раз на то, чтобы понять, какие основные виды бинарных опционов существуют.

    Существует три типа бинарных опционов:

    Среднеатлантические (квазиамериканские) – такой тип опционов может играть на торгах целый год. Получить прибыль можно дождавшись полного исполнения контракта, либо востребовать исполнения в любой заранее определённый день. Чаще всего это первое число каждого месяца;

    Европейские – В отличие от бермудских опционов данные контракты погашаются строго в зафиксированные даты;

    Американские – вариант для всех кто желает получить быструю прибыль. Инвестор может потребовать исполнить контракт в момент, когда его стоимость возрастёт.

    На финансовом рынке заключаются разнообразные сделки, но все они, так или иначе, делятся на три категории:

    Опционы, которые играют на повышение или понижение стоимости актива – Call и Put;

    Контракты, которые играют на достижение определённой суммы или же на не достижение таковой – One touch и Not touch;

    Опционы, которые играют на выход стоимости актива из определённых рамок или, напротив, на сохранение цены в заданных рамках – Out и In.

    А теперь рассмотрим самые предпочтительные fibo forex бинарные опционы:

    «Конструктор» – инвестор сам может задать прибыль, а также определить другие характеристики. Многим данный контракт нравится ещё и потому что исполняется он в короткие сроки (до 5 часов);

    «Актив или ничего» – согласно условиям данного контракта, размер прибыли зависит от цены актива, а не от ставки;

    «Всё или ничего» – инвестор пытается угадать, возрастёт ли цена актива или же будет падать, соответственно, делая ставку на то или другое.

    В случае неудачи человек может потерять всё, но некоторые брокеры возвращают до 15% инвестируемой в опцион суммы;

    «60 секунд» – опцион играет не более минуты, поэтому многим так нравятся эти быстрые деньги. Стоит знать, что во время выхода финансовых новостей многие брокеры блокируют покупку данных контрактов

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