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Learn how we were one of the first US based contact centers to offer real-time A reporting Automatic Dialer (Auto Dialer)A phone system used to dial outbound calls from a call list, and route the answered calls to Brand Specialists.
Automatic Number Identification (ANI)A protocol for providing phone number information to a receiving phone system, such as an automatic call distributor (ACD).
Area Code The three-digit precursor to the rest of a telephone number in any area of the United States and Canada. Auto Available System configuration to ensure Brand Specialists are automatically made available after wrapping up a call and disconnecting.
Artificial Intelligence (AI)The ability of a computer to mimic human cognitive skills such as learning and understanding. Auto Wrap-Up Directly related to auto available, auto wrap-up conversely puts a Brand Specialist into after-call work as opposed to available.
Available Time Status in which a Brand Specialist is able to take calls.
Average After-Call Work Time (AWT)Also known as not-ready time, this is the average amount of time Brand Specialists work on customer accounts after ending a call, thus being unavailable to answer another call.
Brand Specialists are required to put themselves back into available states promptly after completing after-call work.
Automated Attendant A telephone processing system that offers callers a recorded menu of choices designed to direct their call to the desired party.
Average Delay to Abandon The average time callers wait before the call is abandoned.
During this time, Brand Specialists will not receive calls.
Available State Describes a Brand Specialist’s status while signed into the automatic call distribution (ACD) system and ready to take a call.
Abandoned After Threshold A key performance indicator (KPI) measuring number of calls disconnected after waiting in queue beyond a previously established time threshold.
It is important to measure versus calls where immediate customer hang-ups do not reflect an adequate opportunity for performance.