Madeline Bodin, Keith Dawson-The Call Center Dictionary (2002) PDF
Madeline Bodin, Keith Dawson-The Call Center Dictionary (2002) PDF
Madeline Bodin, Keith Dawson-The Call Center Dictionary (2002) PDF
CallCenter
3RD EDITION
COVERING
CRM
Telemarketing
Customer Service
DICTIONARY
The Complete Guide
to Call Center &
Customer Support
Technology Solutions
Voice Processing
Switches
Software
Training
Call Center Management
Introduction
Put this dictionary to work. Keep it by your desk. Throw it in your briefcase as you
head out to a meeting. Refer to it when you are trying to figure out what, exactly,
that great new technology that someone is trying to sell you is supposed to do.
This dictionary is the updated, expanded and revised edition of a book that was first
written in 1996, but it has almost twenty years of experience behind it. We are not
merely call center experts, but editors and writers who take our craft seriously.
Weve spent countless hours thinking about how to make a very difficult subject
understandable to the over-worked call center manager trying to keep up with the
industry while gobbling down lunch.
As editors and prolific authors on call center issues, weve not only been thinking
and learning about call centers for years, but weve put serious effort into the way
we explain what weve learned and thought. Our aim has always been to make this
information clear, accessible, and, occasionally, fun.
The dictionary you hold in your hands is the fruit of all those years of thought
and care.
Its a dictionary you can use to explain things to your customers. A dictionary you
can consult after a meeting with the MIS department. Use it to get a leg up on
the jargon of your new job or to explore what a call center can do to improve
your business.
The language of the call center includes not only terms specific to the industry, but
it also relies on terms from telecommunications, computers, networking, training,
sales and general business management. But certain terms in these fields are more
pertinent than others. Our goal was not to throw in every definition, including the
kitchen sink, but to make our dictionary as complete AND concise as possible.
The call center industry continues to evolve. Weve added dozens and dozens of
new terms in this second edition. Some describe concepts that were unheard of just
a few years ago. Weve also revised dozens more terms to reflect changes in the
industry. We are confident that this dictionary can help you, not only today, but in
the months and years to come. If you are puzzled by a term that you dont find here,
please let us know. If the lingo is different in your call center, wed like to know that
too. We are eager to hear your suggestions for our 3rd edition of The Call Center
Dictionary.
Madeline Bodin
CMP Books
Keith Dawson
numbers
Call Center Dictionary
get their hair messed up by the headsets headband. After using a headset for
hours at a stretch for 30 days, though, all they want is comfort and clarity.
Something to keep in mind if you let your agents select their own headset style.
500 SET The old rotary dial telephone deskset. The touchtone version was
called a 2500 set.
56 KBPS A 64 Kbps digital circuit with 8 Kbps used for signaling. Sometimes
called Switched 56, DDS or ADN. Each carrier has its own name for this service. The phone companies are phasing out this service in favor of the ISDN
BRI, which has two 64 Kbps circuits and one 16 Kbps packet service.
5ESS A digital central office switching system made by AT&T. It is typically
used as an end-office, serving local subscribers.
64 KBPS A 64 Kbps circuit. Clear Channel is 64 Kbps where entire bandwidth is used. Compare to 56 KBPS.
700 SERVICE An area code reserved for long distance company use. With
some companies, dial 1-700 and a local telephone number and your long distance carrier will carry that local call. (Whether they can do this or not depends
on state law.) Obviously, there is no reason to use this service unless the long
distance carrier charges less than the Bell Operating Company (or other local
phone company) for the same call.
800 PORTABILITY For inbound call centers May 1, 1993 is a date almost equal
in importance to the day AT&T divested of the Bell System. On that day 800 service customers were given ownership of their 800 numbers and allowed to take
those numbers with them when the changed long distance carriers. 800 portability also lets you split service on a single phone number between two or more
carriers. 800 portability drove down the cost of 800 service and increased its
usage, especially among small businesses. It led to a shortage of 800 numbers,
which in turn led to the creation of a new toll-free code, 888. These days it
should be called toll-free number portability, since the concept is valid with
all the toll-free prefixes.
800 SERVICE Eight-hundred service. A common term for toll-free or called
party pays. No longer a valid term, because there are so many toll-free prefixes. Pretty soon you will prove yourself an old-timer by referring to 800 service.
The popularity of 800 service after portability meant a new code or prefix was
needed to handle all the requests for new numbers. That new code was 888. The
888 code was quickly depleted and the 877 code was added. The other new
codes (866, 855, 844, 833 and 822) will be introduced in that order, as needed.
Will 800 numbers become more prestigious as they begin to signify a business
that has been in business for a long time? Will consumers accept the new toll
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free code or be hopelessly confused by the fact that some companies numbers
are valid in both exchanges while others are valid only in one? Will people who
still call it 800 service seem ridiculously out of date? Time will tell. See TOLL
FREE SERVICE.
877 A recently opened toll-free prefix, which joins 800 and 888. The 877 prefix started in April 1998. The big question is why were the 888 numbers used
up so fast? It took 20 years to use up the 800 numbers and just two years to run
out of 888 numbers. If the problem isnt solved, well quickly rip through 866,
855, 844, 833 and 822, the next toll-free prefixes. See 800 SERVICE and TOLL
FREE SERVICE.
888 SERVICE As of March 1996, the 888 area code is an additional code for
toll-free or called-party-pays telephone service. This code is in addition to, not
in replacement of, the familiar 800 code. The telecom industry and the FCC
promise that 888 service will work exactly like 800 service. See TOLL FREE
SERVICE.
900 MEGAHERTZ A radio frequency band that actually extends from 902 MHz
to 928 MHz. It was designated by the FCC for miscellaneous applications, but
is a favorite of cordless telephone manufacturers. This frequency band is supposed to go through walls and other barriers more easily than the frequency
band used by the old cordless phones.
900 SERVICE A generic name for a pay-per-call service where a caller dials a
telephone number with a 900 prefix and pays a premium rate for the call. The
call usually provides information, such as weather, technical support, entertainment (read chat lines and phone sex lines), games and sports scores.
The term is not trademarked and all the major carriers use the term.
The premium charge for the call appears on the callers telephone bill. There is
no limit to the amount that can be charged (its usually a per-minute fee), but
federal laws to say that the charges must be stated up front in what the industry calls a kill message. Federal law also says a telephone company can not
terminate service because of failure to pay for a 900 charge.
The reputation of 900 numbers suffered on both ends. First, the business was
promoted as a get rich quick scheme, especially when the services first became
popular. But there is no evidence that running a 900 number takes any less
brains, determination or hard work than any other business, so many people
felt ripped off.
Second, some 900 services thrived by charging exorbitant fees for services of
questionable value. Some did everything the could to have callers spend as
much money as possible while delivering as little product as possible. This
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included keeping people listening to music-on-hold while they waited for their
sex talk. Not the way to drum up repeat business.
With stricter laws and many burned bridges, the 900 service industry is different today. It is being used for pay as you go technical support, and other business uses. Whether it can overcome the stigma of its boom years is yet to be
seen.
9001 ISO 9001 is a rigorous international quality standard covering a companys
design, development, production, installation and service procedures. Put together
by the ISO (International Standards Organization) in Paris, ISO 9001 compliance is
becoming more important when doing business overseas especially in Europe.
958 Dial 958 in New York City and a computer run by Bell Atlantic reads you
the phone number youre calling from. Very helpful when youve just put in a
new line and want to make sure they gave you the right number, or if youve
forgotten which jack or other connection goes to which number. Other phone
companies have similar services but they have different numbers.
976 The telephone exchange prefix assigned to pay-per-call services limited to
a local area by most regional phone companies. Sort of a local 900 number.
ABANDONED CALL COST The amount of revenue lost because of abandoned calls
(the inbound kind). This is calculated based on the number of calls, the percentage
abandoning, and your estimate of the revenue per call. Its an impossible number to
calculate since many callers do, in fact, call back and place their orders on another
later call.
ABOVE HOLD TIME An incoming call that is longer than the average call length
for a call center or group.
ter managers find that if callers leave a message to have their call returned later (so
they can place an order, perhaps), the call backs are difficult to schedule, and wind
up costing the company more money to process than simply adding more agents. A
great idea, though. It needs some thoughtfulness to make it work.
ACD CALLER DIRECTED CALL ROUTING Sometimes referred to as an auto attendant capability, this ACD function lets callers direct themselves to the appropriate
agent group without the an operator. The caller responds to prompts (For sales,
press 1; for service, press 2) and is automatically routed to the designated agent
group.
ACD CONDITIONAL ROUTING The ability of an ACD to monitor various parameters within the system and call center and to intelligently route calls based on that
information. Parameters include volume levels of calls in queue, the number of
agents available in designated overflow agent groups, or the length of the longest
call. Calls are routed on a conditional basis. If the number of calls in queue for
agent group #1 exceeds 25 and there are at least 4 agents available in agent group
#2, then route the call to agent group #2.
ACD DATA DIRECTED CALL ROUTING A feature that lets an ACD automatically
process calls based on data provided by a database of information resident in a separate data system. For example, a caller inputs an account number via touch tone
phone. The number is sent to a data system holding a database of information on
customers. The number is identified, validated and the call is distributed automatically based on the specific account type (VIP vs. regular business subscriber, as an
example).
ACD-DN Automatic Call Distributor - Directory Number. A Nortel term. The queue
where incoming calls wait until they are answered. Calls are answered in the order
in which they entered the queue.
ACD INTELLIGENT CALL PROCESSING The ability of ACDs to intelligently route
calls based on information provided by the caller, a caller information database and
system parameters within the ACD such as call volumes within agent groups and
number of agents available.
ACIS Automatic Customer/Caller Identification. This is a feature of many ACD systems. ACIS allows the capture of incoming network identification digits such as DID
or DNIS and interprets them to identify the call type or caller. With greater information, such as ANI, this data can identify a calling subscriber number. This is also
possible by employing a voice response device to request an inbound caller to identify themselves with a unique code. This could be a phone number, a subscriber
number or some other identifying factor. This data can be used to route the call,
inform the agent of the call type and even pre-stage the first data screen associated with this call type automatically. See ANI.
ADA 1. Average delay to abandon. An ACD statistic that tells you, on average, how
long callers are waiting in queue before they hang up. 2. Also, the Americans With
Disabilities Act, a Federal law. This law is important to call centers because it says
the same services must be available to all customers whether they have a handicap
or not. In other words, if your hearing callers can get 24-hour service through your
IVR system, your non-hearing customers must also be able to get 24-hour service,
either through a TDD-compatible IVR system, or some other method.
ADAPTIVE LEARNING A method of finding solutions to customer problems implemented in a help desk system. First used by a company called Software Artistry
(they have long since been subsumed into IBM, which bought the company in the
late 1990s). The concept combines aspects of full-text searching with the self-learning qualities of a neural network. Adaptive Learning learns by strengthening the
links between keywords and their knowledge base content. In other words, if it
finds a link that results in success (a customer problem solved) it is more likely to
look to that link in the future, assigning it greater weight.
ADH Average delay to handle. An ACD statistic that tells you the average amount
of time a caller waits before being connected to an agent.
an IVR system, rather than announcing the choices and hoping the user remembers
what to do. There are ADSI-compatible phones and ADSI-compatible IVR systems
on the market. The drawback is the phones are more expensive than average consumer phones and consumers wont buy them until a killer app drives them to do
it. Is ADSI dead? With the rise of the Internet and Internet telephony, there is certainly much less use for it.
ADSL Asynchronous Digital Subscriber Line. A method of sending a lot of data over
regular (twisted pair copper) telephone lines. It is capable of sending much more
information from the big, wide world to your home or office than it is sending things
from you out into the world hence, the asynchronous part. When you think
about it, this is the way most data transactions work. You download a big, juicy, fullcolor Web site, but only send them a few clicks of the mouse to navigate it.
Touted as a replacement to ISDN, ADSL has techno-geeks excited because it will
let you watch digitized movies over your phone line, or surf the Web at warp speed.
Call center folks should be excited because it is just what they need to send their
agents home to work. ADSL lets your agents download lots of customer data, product data and applications quickly, and return the much smaller order data or
changes. Dont bet the store on ADSL. Like ISDN, it will probably be obsolete
before it is widespread.
ADVISORY TONES Signals such as dial tone, busy, ringing, fast-busy, call-waiting
and camp-on that your telephone system uses to tell you that something is happening or about to happen in the processing of the call.
AEMIS Automatic Electronic Management Information System. This was the first
computerized UCD/ACD reporting system introduced by AT&T for CO UCD
(Central Office Uniform Call Distribution system). Just a little fact for you history
buffs. Just about the only place youll see this term (or the old-style equipment it
refers to) is in the museum of obsolete technology.
AFTER-CALL WORK The tasks done by an agent after the customer call has
ended. This work might be completing an order form or complaint form and sending it to the appropriate department. It might be fulfillment actually addressing
the catalog requested by the caller and sending it to the mail room. It might be conferring with a company expert to check a fact. After-call work is usually done immediately after the call is disconnected. When there are high call volumes, sometimes
this work is postponed until an off-peak period. Some predictive dialers and ACDs
build after-call work time into their routing algorithms. With this feature the next
call does not arrive until after the average time required for after-call work. Also
known as AFTER-CALL WRAP-UP.
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AGENT CALLBACK BUTTON One of your customers is looking at your Web site
and would like to order, but doesnt trust the Web to transmit his credit card number safely. Or, a customer wants to know the difference between the cerulean blue
bath tile and the cyan blue bath tile and cant tell from the way her computer screen
displays your Web page. When you designed your Web site, you thought your customers might need to talk to an agent while surfing, so you put in an agent callback
button. The customer clicks his or her mouse and solves the problem.
Most simply, the agent callback button is just the thing that appears on your Web
page, but if there were no system linked to the button it wouldnt be much good.
Usually after the customer clicks on the button, she gets a little form to fill out with
her phone number and perhaps her name and the best time to call back. The systems routes these calls to call center agents in the way you choose. For example,
the call could go to the next available agent. That agent would get a screen showing where the customer was on your Web site and a button to push to complete the
call. Or, the system might automatically dial the call and deliver the call and the
Web page to the agent when the person is on the line.
AGENT ID A term used by Rockwell for its now defunct, but ever-popular in its day,
Galaxy ACD. An agent ID is a numeric identifier used to maintain Agent
Performance logging for an individual agent on the Galaxy. Agent IDs may be 1 to
8 digits in length, based on system parameters.
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AGENT LOGON/LOGOFF The procedure for alerting the ACD to an agents availability. Agents logon when they begin their shifts and logoff when they end them.
On some systems agents hit a single feature key to logon or logoff. On others, they
have to punch in a code.
AGENT PERFORMANCE REPORT An ACD report that shows the statistics for
each person that has logged off since the previous report. This information includes
percent of idle time, busy, or unavailable.
AGENT SIGN ON/SIGN OFF An ACD feature which lets any agent occupy any
position in the ACD without losing his or her personal identity. This is accomplished
by having the agent log in at a position using a personal ID. Statistics are collected
and consolidated about this agent and calls are routed to this agent no matter where
he sits or how many positions he or she occupies at one time.
AHT DISTRIBUTION Average Handle Time Distribution. A set of factors for each
day of the week that defines the typical distribution of average handle times
throughout the day. Each factor measures how far AHT in the half or quarter hour
deviates from the AHT for day as a whole.
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Alarms can be a sound, a light, a message on a readerboard or a computer terminal, or even a page.
ALL TRUNKS BUSY ATB. When a user tries to make an outside call through a telephone system and receives a fast busy signal (twice as many signals as a normal
busy in the same amount of time), he is usually experiencing the joy of All Trunks
Busy. No trunks are available to handle that call. The trunks are all being used at
that time for other calls or are out of service. These days, many long distance companies are replacing a fast busy signal with a recording that might say something
like, Im sorry. All circuits are busy. Please try your call later.
ALPHANUMERIC A set of characters that contains both letters and numbers
either individually or in combination. Numeric is 12345. Alphabetic is ABCDEF;
Alphanumeric is 1A4F6HH8.
ALTERNATE ROUTING A phone system feature usually associated with PBXs, that
lets the system send calls over alternate phone lines because of congestion of the lines
the calls would normally be sent over. Similar to, but different from least cost routing.
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ANTICIPATORY DIALING An automated outbound dialing system similar to predictive dialing. In this mode the dialing algorithm is tied to statistics for an individual agent, rather than a larger group. It anticipates when an agent will be off the
line and ready for a call. To have a call ready for that agent immediately, it dials a
number while the agent is still on the last call. See PREDICTIVE DIALING.
AOT Average out time. An ACD statistic. The average length of outgoing calls
placed by agents.
AREA CODE EXPANSION In January 1995 BellCore increased the kind of digits
that could appear as the second number in the three-digit area code. Some manufacturers of phone equipment, Rockwell, for example, call this event Area Code
Expansion. The problem with some older telecom switches is they were unprepared for the new selection of digits. They reject any area code that does not have
zero or one as the central digit. What Rockwell, and other manufacturers, have
done is program their switches to accommodate all future changes to the area code.
AREA CODE RESTRICTION The ability of the telephone equipment (or its ancillary devices) to selectively deny calls to specific (but not all) area codes. Area code
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restriction is often confused with toll call restriction, which is not selective at all.
This telephone switch feature is most helpful to general businesses or informal call
centers. In formal inbound and outbound call centers agents are mostly passive
recipients of delivered calls. Restricting them from dialing certain area codes could
stem some abuse, but there are probably better ways to do this.
ARTIFICIAL INTELLIGENCE A computer software quality that allows the program, not merely to blindly process information, but to put together a chain of logical ideas, draw conclusions and otherwise mimic higher human thought. Call center people will bump into artificial intelligence in certain help desk software programs, especially problem solving programs. In these programs, references to
expert systems and knowledge base systems is a clue that artificial intelligence
is at work.
ARTS Audio Real Time Status. A Rockwell ACD term. This Spectrum ACD feature
lets you enter a password from any touch-tone telephone and get real-time ACD
statistics, such as average speed of answer, number of calls in queue and activity by
agent group. A nice feature for managing from a remote location or when you find
yourself fretting on your vacation.
ARU See AUDIO RESPONSE UNIT.
AS/400 A mid-range mini-computer from IBM that was once very popular in call
centers. When you hear the term legacy system said with a groan, the person may
be talking about a call center still using an AS/400. Now a museum piece.
ASA Average speed of answer. An ACD statistic. How long the average caller waits
on hold before his or her call is answered by an agent. This is an important measure of service quality, and in many call centers it is THE measure used to provide
an idea of service quality at any time.
ASCAP American Society of Composers, Authors and Publishers. Believe it or not,
this term is in this Dictionary for one reason only: Music On Hold. If you play music
on hold, you must know what ASCAP is. It is one of two major organizations that
protect the copyrights of those in the music industry. (The other is BMI.) Whats
important for you to know is that all recorded music (even when it is played on the
radio) is protected by copyright, and no one can play the music without paying for
it. ASCAP serves as a watch dog for musicians rights, collecting fees for the right
to play songs and fines from those who play songs without first paying the fee.
ASCII American Standard Code for Information Interchange. A seven-bit code used
as a standard for the exchange of data among communications devices. It has
become the de facto standard format for text files, as it can be read by software programs from different vendors.
call center industry. Once a leading maker of ACDs, it is now a maker of customer
relationship portals. It is still located in San Jose, CA though.
ATHT Average trunk hold time. An ACD statistic. The average amount of time a
trunk is in use.
ATIS Alliance for Telecommunications Industry Solutions. A key player in the regulation of toll-free (800, 888 and 877) services. The FCC is relying more on input
from the industry to make new rules and standards. ATIS is an umbrella organization over many of those industry committees and forums. Under their aegis falls: the
Industry Numbering Committee (INC), the Ordering and Billing Forum/Service
Management System/800 Number Administration Committee (OBF/SNAC) forum
and the Network Operations Forum (NOF). Not to be confused with the Roswell,
Georgia-based IVR vendor also called ATIS.
ATM No, not an ATM. Thats just an automatic teller machine. ATM also stands for
Asynchronous Transfer Mode. Its a very high speed, high bandwidth telecom transmission technology. It uses multiplexing and packet-like switching. In ATM transmission, the usable capacity is segmented into fixed-size cells, each with header
and information fields. They can be allocated to services on demand. The CCITT
(the international standards organization) is betting on ATMs many benefits for the
future broadband network. Its a hot technology.
ATT Average talk time. An ACD statistic. The average amount of time the agent
spends talking to the caller. Usually timed from when the call arrives at the agent
station to the time it is released by the agent. Also, an abbreviation for attendant or
American Telephone and Telegraph.
ATTEMPT Trying to make a telephone call. Also defined as a call offered to a telecommunications system (such as an ACD), regardless of whether it is completed or not.
ATTENDANT The person who works the console of a PBX. Commonly known as
the company operator or receptionist. Telecom people use the term attendant.
PBX telephone systems generally dont allow calls to be dialed directly to an extension. Incoming calls must be routed to the correct extension by the attendant. If
youre thinking, Wow, thats boring. That job could probably be automated. It
has, with a technology called automated attendant. Call center managers should
note this term, because some die-hard telecom people insist on calling call center
agents attendants. See AUTOMATED ATTENDANT.
ATTENDANT BUSY LAMP FIELD Lamps, lights or LEDs that show whether a PBX
or key system extension is in use or not. So called because the station set (telephone) with this device on it often appears on the attendants console.
ATTENDANT CONSOLE The specialized telephone set used by a PBX attendant. Also
known as the attendant station or operator console. The telephone itself is much larger
than the average business telephone system telephone and usually has lots of fancy
lights and buttons. On some systems the attendant console looks a lot like the agents
ACD station set, but as the attendant console is primarily a routing device, and the ACD
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station set is primarily an answering device, they perform very different functions.
AUDIO MESSAGING INTERCHANGE SPECIFICATION AMIS. A series of standards that allows messaging systems made by different vendors to exchange voice
messages. It does not describe the user interface to a voice messaging system, specify how to implement AMIS in a particular systems or limit the features a vendor
may implement. There are analog and digital versions of the specifications.
AUDIO RESPONSE UNIT A device which translates computer output into spoken
voice. Lets say you dial a computer and it said If you want the weather in Chicago,
push 123, then it would give you the weather. But that weather would be spoken
by an audio response unit. Heres a slightly more technical explanation An audio
response unit is a device that provides synthesized voice responses to dual-tone
multi-frequency signaling input. These devices process calls based on the callers
input, information received from a host data base, and information carried with the
incoming call (e.g., time of day). ARUs are used to increase the number of information calls handled and to provide consistent quality in information retrieval. See
also AUDIOTEXT and INTERACTIVE VOICE RESPONSE.
AUDIOTEXT A voice processing system that presents a caller with a menu of choices, which are selected by pushing a button on a touch-tone telephone, then plays a
recorded announcement for that menu choice. Some people use this term to include
interactive voice response (IVR) systems, but we prefer to reserve audiotext for a
stand-alone system that does not interact with a computer database. Audiotext also
does not route calls based on menu selection. That would be called an automated
attendant. With audiotext, each caller who selects the same menu choice hears the
same message. With IVR the message is customized based on information from an
external computer database.
Audiotext is very useful when agents in an informal call center are spending all
their time answering repetitive questions. (It can also be helpful in a formal call
center.) Examples of great and popular uses for audiotext: a schedule of movies and
show times for a movie theater; basic corporate information such as mailing
address, directions, fax and e-mail numbers; program information for museums,
galleries, parks and the like; top 10 technical tips.
AUDITORY PATTERN RECOGNITION A fancy way of saying the ability to recognize spoken words.
AUTO FAX TONE Also called CNG, or Calling Tone. The sound produced by virtually all Group 3 fax machines when they dial another fax machine.
An automated attendant means routing. The auto attendant lets callers direct themselves to a department, an
extension, a recorded message, a live operator or an application.
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answer calls. It may simply play a message that says the call is in queue and will be
answered soon, or it may give the caller further choices through touch-tones or
even voice commands. See VRU.
AUTOMATIC CALL
DISTRIBUTOR ACD.
An ACD answers a
call and puts the call
in a pre-specified
order in a line of waiting calls. On the simplest level, it makes
sure the first call to
arrive is the first call
answered. It delivers
calls to agents in a
pre-specified order. It
delivers the call to the
Heres how using an ACD helps improve your call center, step by step. At the
agent who has been
bottom of the pyramid are the most basic goals accomplished with the most
free (or idle) the
basic technologies. Each step represents both a level of service sophisticalongest or to the next
tion and technological sophistication.
agent that becomes
available in a call center. It also provides the means to specify the many possible variations in the order
of calls and agents. Last but not least, it provides detailed reports on every aspect
of the call transaction, including how many calls were connected to the system, how
many calls reached agent, how long the longest call waited for an agent, the average length of each call and many more.
Once the term ACD meant a very specific type of telephone switch. It was a
switch with highly specialized features and particularly robust call processing capabilities that served at least 100 stations (or extensions). It was purchased mostly by
airlines for their reservations centers and large catalogs for their order centers.
Companies with less specialized needs bought different technologies that didnt
offer the same specialized features. Today true ACD functionality is found in telephone switches that range widely in size and sophistication.
Today there are PC-based ACDs, key systems with ACD functions, key systems that
integrate with a computer and software to create a full-featured ACD, PBXs with
ACD functions, server-based ACDs, PBXs with ACD functions that are so sophisticated they compete with stand-alone ACD systems, stand-alone ACDs that serve
centers with less than 30 agents, traditional stand-alone ACDs (dont misunderstand, these usually the most sophisticated), ACDs that integrate with other call
center technologies, and nationwide networks of ACDs that act as a single switch.
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time of day, day of week, volume of calls in the center, number of agents available
and many more. ACDs can put VIPs in a special queue, transfer a call on an order
line to the collections department based on the customer ID, send a caller to an
agent who speaks her language or send a caller to an agent or group which specializes in the product she needs help with.
While the call is processed, the ACD can provide a supervisor with real-time information about calls in the center, a group or the status of a single agent. It allows
supervisors to listen in on calls to evaluate agents, or to join in to assist an agent
who is having trouble. Call center statistics displayed on an agents telephone or on
a READERBOARD help the agent manage her own time. Integration with a computer system offers a variety of special features that lace the agents service software with the telephone system.
After the call, the ACD can automatically give the agent a certain amount of time
to finish the transaction before feeding the agent the next call. Statistics for the call
are added to the reporting system. Through integration with a computer system, all
sorts of activities can be generated automatically from the call from fulfillment to
database updates to the scheduling of a callback.
This definition was meant only to give you a glimpse at some of the functions and
capabilities of an ACD.
AUTOMATIC CALL MANAGER A term used for an integrated inbound call distributor and automated outdialing system. Telemarketing and collections applications
are targets for this type of system.
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An automatic call sequencer was designed to put some order to the incoming calls
for a busy attendant or a receptionist. It is commonly found on a key system. In
other words, it is designed for just one person answering a lot of calls. Call center
people, being clever, quickly figured out how to use this function for simple and
small inbound applications. The more sophisticated UCDs (found on PBXs) and
ACDs (often a technology in itself) are actually designed for multiple agent inbound
queuing, and therefore have more features. See ACD and UCD.
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AVERAGE CALL DURATION The amount of time the average call lasts. Calculated
by dividing the total number of minutes of conservation by the number of conversations.
AVERAGE CUSTOMER ARRIVAL RATE Represents the number of entities
(humans, packets, calls, etc.) reaching a queuing system in a unit of time. This average is denoted by the Greek letter lambda. One would prefer to know, if possible,
the full distribution of the calls arriving.
AVERAGE DELAY The delay between the time a call is answered by the ACD and
the time it is answered by a person. This typically includes time for an initial recorded announcement plus time spent waiting in queue. Average delay can be used as
a rough measure of service quality.
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AVERAGE HOLDING TIME The sum of the lengths (in minutes or seconds) of all
phone calls during the busiest hour of the day divided by the number of calls. There
are two definitions. The one above refers to average speaking time (its the more
common one). Theres a second definition for average holding time. This refers to
how long each call was on hold, and thus not speaking. This second definition is
typically found in the automatic call distribution business (ACD). Check before you
do your calculations.
AVERAGE OUT TIME See AOT.
AVERAGE POSITIONS MANNED See APM.
AVERAGE POSITIONS REQUIRED See APR.
AVERAGE SPEED OF ANSWER See ASA.
AVERAGE TALK TIME See ATT.
AVERAGE TRUNK HOLD TIME See ATHT.
AVERAGE WAIT TIME The length of time a caller must spend on hold before an
ACD can find an available agent to take the call. Most ACDs will keep track of this
statistic. Obviously, the shorter the time the better, especially if your company is
paying for the call (such as toll-free 800, 888 or 877 call). Minute reductions in the
average wait time can add up to huge savings in toll-free service usage when multiplied by thousands of calls. If you need to add agents to reduce your average wait
time, however, you must balance the additional payroll costs against your toll-free
service charges and your abandoned call costs.
AVERAGE WORK TIME See AWT.
AWT Average work time. An ACD statistic. Sometimes called after-call work time
or wrap-up time. Some call center managers push and push for this average to be
shorter. Doing this can lead to your agents making an excessive amount of mistakes
in their after-call work. After-call work is an important part of the customer transaction. AWT can also stand for AVERAGE WAIT TIME.
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BACKPLANE The card inside the ACD on which you attach other cards. It is exactly the same as the motherboard in a PC. In fact, increasingly an ACD is in fact a
souped-up server PC, as often as not running UNIX or NT. In that case, the backplane is the motherboard.
BACKWARD SIGNAL A signal sent in the direction from the called to the calling
station, or from the original communications sink to the original communications
source. The backward signal is usually sent in the backward channel and consists
of supervisory, acknowledgement or error control elements.
BAND (1) Back in the old days, real WATS (Wide Area Telephone Service) had real
bands. Today most services offer virtual bands on virtual WATS. Real WATS split
the US into six bands of states. A ring of states closest to your state make up band
one, the next ring of states after that makes up band two, and so on. Each band was
carried on a separate trunk or group of trunks. Your own state was not included
since WATS is a long distance service.
All calls within a band are priced at the same per-minute rate. You can order whatever bands you want (one of them, all of them or just some). For more, see WATS.
(2) A group of radio frequencies (for example, citizens band). The microwave radio
part of the electromagnetic spectrum is broken up into bands by usage. There are
bands for the government, bands for long distance telephone carriers and bands for
commercial use private, company microwave links.
BASE AMOUNT A historical pattern of call volume. What the monthly call volume
would be if there were no long-term trend or seasonal fluctuation in other words,
the average number of calls per month.
BASE SCHEDULES A fixed set of pre-existing staff schedules that you can use as
a starting point in scheduling. New schedules created are in addition to the base
schedules.
BASIC RATE INTERFACE BRI. One of two ISDN interfaces and the smaller one.
BRI gives you two bearer, or B-channels, at 64 kilobits per second and a data, or Dchannel, at 16 kilobits per second. The D-channel handles information about the
calls themselves. The B-channels handle the actual information content of the call,
whether its a Group 4 fax transmission, a videoconference or multiplexed voice
calls. One BRI standard is the U interface, which uses two wires. Another BRI
standard is the T interface which uses four wires.
BATTERY All telephone systems work on DC (direct current). DC power is what
you use to talk on. Often the DC power is called talking battery. Your ACD probably plugs into an AC outlet, but that AC power is converted by a built-in power
supply to the DC power the phone system needs. All central offices (public
exchanges) used rechargeable lead acid batteries to drive them. These batteries
perform several functions: 1. They provide the necessary power. 2. They serve as a
filter to smooth out fluctuations in the commercial power and remove the noise
that power often carries. 3. They provide necessary backup power should commercial power stop, as in a blackout or should it get very weak, as in a brownout.
BATTERY BACKUP A battery which provides power to your phone system when
the main AC power fails especially during blackouts and brownouts. Hospitals, brokerage companies, airlines and hotel reservation services must have battery backup because of the integral importance of their phone systems to their business.
BEEP TONE A simple sound sent from the phone switch to the agents headset
alerting him to the fact that a call is about to be connected.
BELL OPERATING COMPANY See BOC.
BELLCORE Bell Communications Research. An organization that serves the seven
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Regional Bell Operating Companies (RBOCs) with research and other services of
common interest. They also coordinate the communications aspects of national
security and emergency preparedness for the federal government. They help create and administer the standards and procedures that let telephone networks run
by different, and sometimes competing, companies communicate. They are not
actually known as Bellcore any longer; the new name for the company is Telcordia.
BELOW HOLD TIME A call that is shorter than the average minimum call length. If
many of these calls show up on the same trunk, it may indicate transmission problems on that trunk.
BLEND To have outbound and inbound phone calls answered by the same agents.
See the next two definitions.
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BLENDED AGENT A call center staffer who answers both incoming and makes
outgoing calls. One advantage is more efficient use of the agent. If an inbound
agent is sitting idle, he or she is assigned to make outbound calls. If an outbound
agent is idle, he or she is assigned to take some of the overflow calls from the
inbound group. Another advantage is variety for the long-term, highly-skilled
agent. Handling different types of calls makes the job less like assembly line work.
Many managers feel, however, that inbound and outbound agents bring two entirely different skill sets to the job. An agent who excels and smoothing over a customer
complaint may have difficulty closing a sale and visa versa. Also, many call centers have a hard enough time finding even minimally skilled people to fill their
seats. In a high-turnover call center, developing agents with skills to handle both
inbound and outbound calls might be difficult.
BLENDED CALL CENTER A call center where the telephone switch acts as both
an ACD (automatic call distributor) and a predictive dialer, allowing agents to both
receive and make large numbers of calls as demand and strategy dictate. There are
three technological strategies to achieve this. First, to link a stand-alone ACD and
a stand-alone predictive dialer together, perhaps through a computer system using
computer-telephone integration. Second, is to buy an ACD with predictive dialing
features built in. And third, is to buy a predictive dialer with sophisticated inbound
call routing capabilities.
BLOCKED CALLS Calls that cant can not be completed. The caller usually hears
a busy signal to indicate all of the (local or long distance) telephone carriers trunks
are in use or disabled. See BLOCKING.
BLOCKED CALLS DELAYED A variable in queuing theory to describe what happens when the user is held in queue because his call is blocked and he cant complete it instantly.
BLOCKED CALLS RELEASED A variable in queuing theory to describe what happens when the user, after being blocked, waits a little while before redialing.
BLOCKING When a telephone call cannot be completed it is said that the call is
blocked. Blocked calls are different from calls that are not completed because the
called number is busy. This is because numbers that are busy are not the fault of the
telephone switching and transmission network.
The Grade of Service is a measurement of blocking. It varies from almost zero
(best, but most expensive case, no calls blocked) to one (worst case, all calls
blocked). Grade of Service is written as P.05 (five percent blocking). Blocking
used to be a technical term but has now become a sales tool especially among tele-
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phone switch manufacturers, who increasingly claim their switch to be non-blocking. This means it will not, they claim, block a call in the switch.
BMI Broadcast Music, Inc. One of two major organizations that protect the copyrights of musicians, songwriters and producers. (The other is ASCAP.) For call centers, the important thing to know is that all recorded music (even when it is played
on the radio) is protected by a copyright that says no one can play the music without paying for it. BMI serves as a watch dog for musicians rights, making sure they
get paid the money due them. One way they do this is to collect fees from businesses who play music on hold, either from the radio or a recording. Another way
is by calling up businesses that they have no fee-payment record from and listening for violations of music copyright through the use of music on hold. The business
in violation has to pay a huge fine. BMI then distributes the fees or fines to the
rights-holders in the form of royalties.
BOC Bell Operating Company. The local Bell telephone company. Federal law now
allows BOCs to consolidate and RBOCs to acquire each other, so keeping track of
how many there are is tricky. Also see TELCO and RBOC.
BOOM The wire-like piece that attaches a headset microphone to the earpiece and
holds it in the correct position in front of your mouth.
BUCKET SHOP A shady telemarketing call center. A bucket shop values short term
results (read profits) over customer satisfaction, long term stability, and in some
cases, legality. Bucket shops tend to be very low tech. (Customer records on index
cards stored in shoe boxes. Manual dialing. Basic telephone sets.) The better to pick
up and move if hounded by dissatisfied customers or regulatory agencies.
BURN OUT A condition, where stress causes agents to be apathetic and lethargic,
caused by intensity of calling, lack of variety and poor working conditions. It is particularly associated with outbound cold calling and inbound complaint handling,
both of which are stressful for agents if not carefully managed.
BURN EM AND CHURN EM A call center management style. In this philosophy, the human needs of the call center agent are ignored. The pressure is high,
either for results or the sheer number of calls handled (or both). Staff development
is not attempted. When the agents burn out and leave, new agents are hired and
the cycle continues.
BUSINESS PROCESS ANALYSIS Call centers should not be isolated from the rest
of the company. All too often the decisions about how to deal with customers are
made in isolation, while customer interactions are occurring in several different
places at the same time. By that we mean that a call center will have one set of rules
for dealing with a customer who calls, and a marketing department will have another set of rules for dealing with letters and faxes, and maybe theres a webmaster
who is sitting on hundreds or thousands of customer e-mails, without any rules for
how to respond. Thats a mess of inconsistency, and it spells disaster for a company
that doesnt collate and manage these rules.
Business process analysis is a way of grabbing hold of all of a companys modes of
interacting with customers, coordinating them across the organization, and making
them consistent one to another. It used to require an army of consultants and custom-developed software systems to make sure that no matter how a customer came
to you, you had all the information neatly formatted about that customers history,
likes, dislikes and value to the company.
Now, it can be done with an emerging software category called customer relationship management systems (which grew out of a combination of help desk
software, workflow, and telemarketing/call tracking systems). And, still, an army of
consultants. But the benefits can be huge: you can know, for example, that a particular customer is worth huge revenues, and should be put to the head of the
queue, or answered by an agent with particular skills, or that he sent an e-mail
about a problem that still hasnt been resolved. This data is priceless.
On the downside, company-wide rules about customer interaction are often made
outside the call center, diminishing the role of call center management in the decision making process. All participants share information, including marketing, prod-
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uct development, support and sales, as well as the IT infrastructure whos data it
ultimately is.
BUSY In use. Off-hook. There are slow busies and fast busies. Slow busies are
when the phone at the other end is busy or off-hook. You hear the buzz 60 times a
minute. Fast busies (120 times a minute) occur when the network is congested with
too many calls. Your distant party may or may not be busy, but youll never know
because you never got that far.
BUSY HOUR CALL ATTEMPTS BHCA. The maximum number of incoming call
attempts an ACD handles in a given hour. The attempt is an incoming call recognized by the system. Often confused with busy hour call completions. BHCA can
either be an ACD system specification, determined by the manufacturer through
engineering theory or experimental testing, or it can be a call center statistic,
tracked and reported by the ACD on a periodic basis.
BUSY HOUR CALL COMPLETIONS BHCC. The number of trunk seizures an ACD
can handle and the number of calls the system can actually process through a normal cycle. BHCC can either be an ACD system specification, determined by the
manufacturer through engineering theory or experimental testing, or it can be a call
center statistic, tracked and reported by the ACD on a periodic basis. It is similar to
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busy hour call attempts, but is probably the more important specification to consider when purchasing an ACD. Ask the vendor how the specification was determined
(theoretically or experimentally) and see if you can get a BHCC statistic from an
actual, large user.
BUSY HOUR CALLS The number of calls anticipated during the busy hour.
BUSY HOUR USAGE PROFILE The busy hour usage profile identifies how a system will normally be used (i.e., who the users are and what type of transactions they
are performing) during the busy hour. This is a particularly important concept in
integrated computer/telephone systems, where vastly different actions put different
stresses on the system.
BUSY OUT To cause a line to return a busy signal to a caller. This is also known as
taking the phone off the hook, although with an ACD, there are more sophisticated ways to do this. In an ACD with trunks that rotary (or hunt) on, sometimes
busying out one or more broken trunks helps calls move on to trunks that are still
working. This way, someone doesnt end up on your third trunk with endless ringing, while your 4th, 5th and 6th trunks are free. This is also a way to free up agents
for after-call work, coffee breaks and other interruptions to receiving calls.
BUSY SEASON An annual recurring and reasonably predictable period of peak
requirements. For inbound call centers of companies that sell consumer goods (read,
catalogs), the busy season starts in November and ends sometime in late January
or early February, when all the Christmas gifts have been returned. For financial services companies, busy season stretches from the end of the year until April 15. For
gardening supply companies, it starts in February and ends in late June or July. (You
get the point that it varies from industry to industry.) During these periods, some call
centers bring in temporary workers, or have existing staffers work more hours. Many
call centers are open longer hours during their busy season than they are the rest of
the year. Most call center managers know when their centers busy season by noting
their own exhaustion. A better way is to use historical records of call volume, such
as those from a call center management software package.
BUTT SET A butt set is the device that sort of looks like a telephone handset, that
telecom repair people like to have dangle off their belts. It often has alligator clips
to latch on to phone lines to make or monitor calls. Its called a butt set because it
lets them butt in on calls.
After you get some training, a butt set is a valuable piece of test equipment that can
help you figure out whats wrong before you call the telephone company.
BYPASS An ACD feature that lets you connect agents directly to telephone lines
when the ACD fails (or is shut off).
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CALL ABANDONS Also called ABANDONED CALLS. Call Abandons are calls that
are dropped by the calling party before their intended transaction is completed.
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The call may be dropped at various points in the process (i.e., while on hold, while
dialing, etc.). The point in the call at which the call is abandoned will have varying
impacts on a telephone system. Many callers will hang up as soon as they realize
theyve reached an automated system and not a person. For systems that expended significant energy in setting up to answer a call, a large percentage of call abandons can negatively impact the call capacity of the system.
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2. Controlling Telephone Misuse. A particular five minute call between two major
cities could cost either five cents a minute, or $1 a minute, depending on how it
was dialed and what line it went out over. Thats a 20-fold difference! Sometimes
the phone system makes the dialing decision. Sometimes the person makes the
dialing decision. Whoevers doing it can be wrong. A call accounting system is a
good check to see if youre spending money needlessly.
3. Allocating telephone calling costs among departments and divisions.
Telecommunications including sending voice, data, video and imaging are
some of your biggest expenses. (In a call center phone costs are the second
largest ongoing expense, after labor.) Theyre a cost that should be allocated to
the products youre making, or the departments or divisions in your company.
Telephone costs can determine which product is profitable, and which isnt. Item:
A software company recently dropped one of its three big software packages
because phone calls for support got too expensive.
4. Sharing and resale of long distance and local phone calls, as in a hotel/motel,
hospital, shared condominium, etc. Someones got to send out the bills. And its
not the phone company. In fact, with a call accounting system you can be your
own phone company!
5. Personnel evaluation and motivation. Which employees are doing better at being
productive on the phone (however you define productive). You want them to
get on and off the phone fast? Or you want them to stay on and coddle your customers? You can now correlate phone calls with income from service or just
straight-out sales. If you dont use an ACD or call center management software,
a call accounting system can provide this information.
6. Network optimization. Two fancy words for figuring which is the best combination of MCI Worldcom, AT&T, Sprint (etc.) lines. And which is the best combination of all the various services each offer. A rule of thumb: Theres a 20-fold difference in per minute telephone calling costs between any two major cities in the
US. And amazingly you wont hear any difference in quality, despite the
huge difference in price.
7. Phone system diagnostics. Is the phone system working as well as it should? Are
all the lines working? Are all the circuit packs (circuit cards) working? Call
accounting systems can tell you which lines youre getting no traffic on. Or which
line carried the 48 hour call to Germany (its happened). Either way, you can figure quickly which lines are working and which arent.
8. Long distance bill verification. Was the bill we received from our carrier accurate? Often it isnt. In fact, theres no such thing as an accurate phone bill. Thats
an oxymoron. Using your call accounting systems to check your long distance
gives you some peace of mind.
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9. Tracing Calls. True story: Every third or fourth Friday afternoon a large factory in
the South received bomb threats. Theyd clear the factory, search the factory and
not find anything. By the time theyd checked, it was too late to start up production. One day they checked their call accounting records. The calls were coming
from a phone on the factory floor. The whole thing was a ruse to get an afternoon
off. And now that many phones give you the number of whos calling, call
accounting systems are turning out to be great for checking the effectiveness of
regional ad campaigns, figuring the profitability of direct mailings and even figuring the profitability of individual customers.
CALL ATTEMPT A try at making a telephone call to someone. Tally up your outbound call attempts and compare them to completions and youll have some idea of
corporate frustration and thus, the need for more lines, more phone equipment or a
predictive dialer. Do the same for inbound call attempts and completions, and youll
have some idea of the frustration your customers have trying to reach you.
CALL BLENDING This refers to the process of combining inbound and outbound
call handling capacity to balance the load of each. It used to be that inbound and
outbound were separate; each kind of call was handled by its own group. Outbound
calls often went through a dialing processor separated from the main inbound
switch. But outbound calls often result in calls coming back later (especially in business-to-business sales, or collections applications).
Call blending allows the same person (or group) to handle calls that go in both
directions. Why would you want to do that? Because the volume of calls varies
greatly depending on a number of factors, including time of day, day of week, business conditions, and so on. The idea is to keep the calls at a constant level.
Call blending automatically transfers staff members between outbound and inbound
programs as call volumes change. Some predictive dialers let you choose which
workstations will be used for call blending, to avoid training of every staff member.
CALL-BY-CALL ROUTING A method of pre-routing calls bound for one of a several call centers on a linked network. In a call-by-call environment, each call is
routed individually by a routing processor at the customers site, analyzing both the
instant call center data as well as information provided by the network to determine
how that call should be handled. Each call is examined as a separate processing
event which distinguishes it from routing based on percentage allocation, where
calls are considered more as batches.
In call-by-call, every call is a discrete occurrence for processing, with its own qualities and its own query against network and call center status. It allows for quick
reactions to changing conditions, and makes for a powerful tool in situations where
call volume and staffing fluctuate a great deal. It also let you see detailed composite reporting of how calls were handled across centers, including very specific data
about which calls were sent where, and what their dispositions were.
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Call-by-call does have disadvantages, however. When one or more call centers in
the network are fronted by an IVR system, it is the IVR which receives the call,
instead of the targeted agent or group. The caller doesnt make a self-routing decision until after the call has been delivered. This removes the pre-call routing discretion that the distributed center network was relying on for efficiency.
CALL CENTER A place where calls are placed, or received, in high volume for the
purpose of sales, marketing, customer service, telemarketing, technical support or
other specialized business activity. One early definition described a call center as a
place of doing business by phone that combined a centralized database with an
automatic call distribution system. Thats close, but its more than that:
Huge telemarketing centers
Fundraising and collections organizations
Help desks, both internal and external
Outsourcers (better known as service bureaus) that use their large capacity to
serve lots of companies
Order departments, like the ones at Lands End, L.L. Bean and other catalogs.
Estimates of the number of call centers in North America range from 20,000 to as
high as 200,000. The reality is probably somewhere around 80,000 to 100,000
depending on what you consider a call center. Some experts believe that you
shouldnt count centers below a certain number of agents (or seats). We believe
in the widest possible definition, all the way down to micro-centers of four or five
people. Why? Because those centers face many of the same kinds of problems on
a daily basis as their larger cousins: problems of training, staffing, call handling,
technology assessment, and so on. Those smaller centers have to put the same
kind of face forward to the customer as the largest centers, in order to remain
competitive. And more often than not, those small center become medium-sized
centers over time.
Call centers are generally set up as large rooms, with workstations that include a computer, a telephone set (or headset) hooked into a large switch and one or more supervisor stations. It may stand by itself, or be linked with other centers. It may also be
linked to a corporate data network, including mainframes, microcomputers and LANs.
Call centers were first recognized as such in their largest incarnations: airline reservation centers, catalog ordering companies, problem solvers like the GE Answer
Center or WordPerfects customer support services. Until the early 1990s, only the
largest centers could afford the investment in technology that allowed them to handle huge volumes (the ACD). More recently, with the development of PC LANs,
client/server software systems, and open phone systems, any call center can have
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an advanced call handling and customer management system, even down to ten
agents or less.
As companies have learned that service is the key to attracting and maintaining
customers (and hence, revenue), the common perception of the call center has
changed. It is rarely seen as a luxury anymore. In fact, it is often regarded as a competitive weapon. In some industries (catalog retailing, financial services, hospitality) a call center is the difference between being in business and not being in business. In other industries (cable television, utilities) call centers have been the centerpiece of corporate attempts to quickly overhaul service and improve their image.
We believe that any company that sells any product has a call center, or will
shortly have one, because it is the most effective way to reach (and be reached
by) customers.
CALL COMPLETION RATE The ratio of successfully completed calls to the total
number of attempted calls. This ratio is typically expressed as either a percentage
or a decimal fraction.
CALL CONTROL Call control is the term used by the telephone industry to describe
the setting up, monitoring, and tearing down of telephone calls. There are two ways
of doing call control. A person or a computer can do it via the desktop telephone or
a computer attached to that telephone, or the computer attached to the desktop
phone line (i.e. without the actual phone being there). Thats called First Party Call
Control. Third-party call control controls the call through a connection directly to
the switch (PBX). Generally third-party call control also refers to the control of other
functions that relate to the switch at large, such as ACD queuing.
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Call data almost always includes what number dialed the call (ANI) and/or what
number was called (DNIS). More complex call data links used for PBX integration may also indicate why the call was presented (such as forwarded-on-busy), or
tell what trunk the call is coming in on.
Full blown computer telephony links, such as are now being offered by many
switching vendors, enhance the call data path, providing additional status information about calls and can even provide a level of call control to the attached computer telephony system.
CALL FLOW A term that has the same general meaning as call routing, but with
some different shades of meaning. Call routing, especially as defined by a routing
table, generally refers to routing within a single ACD or telephone switch. It tells
which agent groups or gates a call goes to under certain circumstances. Call flow is
the path the call takes from the time it enters the call center until the time it leaves.
It may be answered by an ACD, then transferred to an IVR system, then sent back
to the ACD and off to a remote call center where it is answered by the agent with
the third-best skills match. All of the decisions that went into sending that call to all
those different places make up the call flow.
CALL-ME BUTTONS These days, call centers are seeing calls come in from a new
kind of front-end device: the web site. Just as IVR has delivered calls to particular
queues and groups based on caller-entered information, so can a web site, with its
many options for collecting customer data.
In the most common technical implementation of call center/web site combination, a clickable button is placed on a companys web site that invites the web
surfer to click through to speak to a representative. Sometimes the button leads
to an interactive form, where the customer is instructed to fill out information
about what he wants, and include a phone number and best time to receive a call.
When the form is posted, a request is sent to the queue for an outbound call back
to the customer.
Or, it could initiate a call using internet telephony, hooking a call center rep up with
the customer, speaking through her computer, without dropping the customers
internet connection. This doesnt happen often, though, due to the paucity of IP
telephony-enabled consumer computers.
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Its important to note that call-me buttons are a solution in search of a problem
few companies have found a good way to implement them that benefits both the
customer and the call center.
CALL MIX Call mix is the pattern of call types (each call type defines what the
caller does for that call) that goes into creating a busy hour call profile or other call
profile. A voice mail systems busy hour call profile call mix may look like this:
10% call abandons,
20% login and send one message,
30% login and listen to one message, and so on.
n a call center call mix also means the particular blend of call types or functions
received by a certain center or at a certain time. For example, 30% customer service, 60% orders and 10% technical support.
CALL PRIORITY A term for the value assigned to an incoming call, from highest
priority to lowest.
CALL PROCESSING The movement of a call to its intended point, through all its
automated twists and turns. Call processing is the set of instructions that are used
to deal with a call, and the act of dealing with the call. You more often hear of a call
processing system (read: switch, plus its software) than the process itself. The act
of call processing is roughly equivalent to switching, except that call processing
implies that the connection is switched according to those pre-set instructions.
CALL PROCESSING UNITS The systems that scan the trunk and/or station port for
incoming calls and set up the connection when it occurs.
CALL PROGRESS The status of the telephone line; ringing, busy ring/no answer,
voice mail answering, telephone company intercept, etc. See CALL PROGRESS
ANALYSIS and CALL PROGRESS TONE.
CALL PROGRESS ANALYSIS Once a call is dialed, several things can happen to
it: The phone rings on the other end. An answering machine answers. A fax
machine may answer. There might be a busy or operator intercept. Call progress
analysis is the process of figuring out which is occurring as the call progresses. This
analysis is critical if youre trying to build an automated system, like an interactive
voice response system.
CALL PROGRESS TONE The sounds generated by the telephone network that
signal what is happening with the call. For example, there is a tone that tells you
the phone on the other end is ringing. Another tone tells you the phone on the
other end is busy, still another tone (these days more likely a message) that tells
you the telephone network itself is busy. When the number you have dialed has
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been changed or is out of service, a series of three tones is heard before the
recorded message.
When you use a predictive or other automated dialing system, these tones suddenly have increased importance. The ability of your dialing system to recognize these
tones and respond accordingly, without involving an agent, greatly increases the
efficiency of the system.
CALL REPORTING In an outbound environment, detailed accounting of telemarketing activity measured by agent, group of agents, campaign, region, or other key
factor. Similar reports are also important for keeping tabs on inbound marketing.
Good reporting capabilities are a critical feature for both dialers and ACDs.
CALL ROUTING Literally, the list of choices a user sets up within an ACD for where
to send the incoming calls. You might define a path for calls that last a certain
amount of time, or define options if a caller presses 0, send the call to an operator, if she presses 1 send her to technical support. The routing table will reflect
different campaigns handled in your call center, enabling the ACD to send calls to
the right agent groups or departments. Within the ACD, you can use more sophisticated criteria to direct the call, like skills. For example, calls that originate from a
particular country are sent to agents with certain language abilities. Parsing incoming ANI or DNIS data for routing is increasingly important.
CALL SECOND A unit for measuring communications traffic. Defined as one user
making one second of a phone call. One hundred call seconds are called ccs, as
in Centum call seconds. CCS is the U.S. standard of telephone traffic. 3600 callseconds = 1 call hour. 3600 call-seconds per hour = 36 CCS per hour = 1 call-hour
= 1 erlang = 1 traffic unit. See also ERLANG and TRAFFIC ENGINEERING.
CALL SEQUENCER A call sequencer, also called an Automatic Call Sequencer, is a
piece of equipment which attaches to a key system or a PBX. The call sequencers
main function is to direct incoming calls to the next available person. It typically does
this by causing lights on telephones to flash at different rates. The light with the
fastest flashing is the one whose call has been waiting longest. This call is answered
first. Call sequencers also might answer the phone, deliver a message and put the
person on hold. They might keep statistical tabs of incoming calls, how fast they
were answered, how long the people waited, how many people abandoned (hung
up while they were on hold waiting for their call to be answered by a human being).
Call sequencers are usually simple and inexpensive. Better, but much more expensive devices for answering incoming phone calls are Automatic Call Distributors.
See AUTOMATIC CALL DISTRIBUTOR, UNIFORM CALL DISTRIBUTOR.
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CALL SETUP TIME The amount of time it takes for a circuit-switched call to be
established between two people or two data devices. Call set-up includes dialing,
wait time and time to move through central offices and long distance services. You
dont pay for call set-up, but you will need extra lines to take care of it.
CALL SHEDDING In many states, laws require that a real live person be available
for a phone call being outdialed with an automated device. The reason these laws
were enacted is because a lot of times call center managers had their predictive
dialers going so crazy in search of human answerers that they didnt have an agent
ready when someone did actually pick up the phone. Most systems simply hang up
the connection when this occurs. This is called call shedding.
CALL TABLE A term that refers to the list of records defined by a downloaded preprocessing script. Another way of describing the call list being sent to the predictive dialer.
CALL TYPE A term used in Rockwell ACDs. A portion of your call center traffic
corresponding to one or more ACD gates or splits. This division of the total ACD
traffic is the level at which forecasting and scheduling are done. At setup time, each
Call Type is defined in the ACD by a unique three-letter code and specific gate or
split number(s) that identifies the corresponding ACD report data.
CALL VECTOR See VECTOR.
CALL VOLUME 1. The number of calls that can be handled by an ACD in a given
period, or 2. The number of calls that come into a call center in a given period.
CALLCENTER A popular ACD system once made by Aspect Communications.
CALLED PARTY PAID SERVICE Another way of saying toll-free service. Using
this term emphasizes that, in fact, the calls are not free, but are charged to the party
who receives them. Called party paid service numbers begin with the code 800, 888
or 877. In the future, they may also start with 866, 855, 844, 833 or 822. See TOLL
FREE SERVICE.
CALLER ID On an incoming phone call, the information you get that lets you know
where the call is coming from before you answer it that is, the telephone number of the person calling you. Caller ID is the consumer brand name for the local
phone company variety of this service. Its really called CLASS (short for Custom
Local Area Signaling Services). In CLASS, the calling partys phone number is
passed to your phone between the first and second ring signaling an incoming call.
The simplest Caller ID devices show you the originating phone number of the
incoming call. If you have the appropriate software, though, you can match that
phone number with a callers name (and other information straight from your database). That gives Caller ID much more power as a call center tool.
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There is much you can do with Caller ID once it reaches your call center. In this example, the Identi-Call system from
Intelligent Systems (Geneva, IL) operates across a local area network, making the info accessible to up to 52 agents PCs.
The eight-line unit captures the Caller ID info from the telephone company.
In fact, the more important variety of Caller ID (to call centers) is provided by the long
distance carriers in the form of ANI automatic number identification, chiefly on 800
calls. It delivers the calling partys telephone number, which can then be looked up
in your companys database. This is what enables repeat customers to be greeted with
Hello, Ms. Smith, how do you like the shirt you bought from us last week?
CALLER INDEPENDENT VOICE RECOGNITION Having a voice response unit recognize the voice of a caller without having been trained on the callers voice. Most
commonly referred to as SPEAKER-INDEPENDENT VOICE RECOGNITION.
CALLING LINE ID Another term for Caller ID, especially on local calls. When referring to call information from a toll-free service, the more appropriate term is ANI
(AUTOMATIC NUMBER IDENTIFICATION).
CALLING NUMBER DISPLAY The screen on your phone (or attached peripheral
device) that shows you ANI or Caller ID data on incoming phone calls the phone
number, or the name of whos calling.
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The integration lets the computer application redirect inbound calls, initiate outbound calls and monitor call progress. It lets the system perform simultaneous computer screen and voice transfers for ANI or other applications. Used to be a lot more
important back in the days of closed phone systems.
CALLPOWER A Rockwell ACD term. An integrated voice and data workstation for
use in combining ACD capabilities with host computer database management.
CAMPAIGN FLOW This is a set of CALL TABLES linked together to provide a continuous outbound calling list.
CAPACITY The information carrying ability of a telecommunications facility. What the
facility is determines the measurement. You might measure a data lines capacity in
bits per second. You might measure a switchs capacity in the maximum number of
calls it can switch in one hour, or the maximum number of calls it can keep in conversation simultaneously. You might measure a coaxial cables capacity in bandwidth.
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CARRIER BYPASS A link between your center and the long distance phone companys switching office that doesnt have the local phone company sitting in the
middle. A bypass is done to save the customer or the long distance company money.
Bypass is also done to get service faster. Sometimes the local phone company simply cant deliver fast enough.
CASE-BASED REASONING A method of solving problems that uses prior experience to find the most appropriate solution to a given problem. Its one of several
methods used in help desks and for technical support. A software system that
includes it records details of problems (each called a case) and their solutions.
The object of it is to keep you from having to solve the same (or similar) problems
time and again. The longer you use such a system, the better it becomes at finding
answers, because its case base is larger and more varied.
CATI Computer Assisted Telephone Interviewing, a market research term for a specialized outbound application, and the class of software that makes it possible. Its
extremely similar to telemarketing, in that you call from a list and use a script to
guide you through the call and record answers.
CCMS A Siemens term. It stands for Call Center Management System. It also sometimes (but rarely) stands for generic Call Center Management Software.
CCS 1. One hundred call seconds or one hundred seconds of telephone conversation. One hour of telephone traffic is equal to 36 CCS (60 x 60 = 3600 divided by
100 = 36) which is equal to one erlang. CCS are used in network optimization. Lee
Goeller calls CCS an obsolete traffic unit. He says When given traffic in CCS,
always divide by 36 immediately. It is not obvious that 5 trunks cannot carry 185
CCS, but you dont have to be a rocket scientist to know that you cant average 5.14
calls on a five trunk group. Thats good advice. 2. Cumulative call seconds a
measure of trunk occupancy.
CCS/SS7 A Bellcore term for Common Channel Signal/System Signaling 7. See
SIGNALLING SYSTEM 7.
CDR Call Detail Recording (as in call accounting) or Call Detail Record, as a record
generated by customer traffic later used to bill the customer for service. See CALL
ACCOUNTING.
CDR EXCLUDE TABLE A table listing local central office codes which are deliberately ignored by a call accounting system.
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CENTRAL OFFICE Telephone company facility where subscribers lines are joined
to switching equipment for connecting other subscribers to each other, locally and
long distance. Also called CO, as in See-Oh. Sometimes the term central office is
the same as the overseas term public exchange.
CENTREX All telephone switches work on the same general principle. They take
calls coming in and route them to the proper extension. At home, your local telephone company switch (central office) routes calls coming into it to the proper
phone numbers. Same principle.
With Centrex you use part of your local telephone company (central office) switch
as your office telephone system. Incoming calls can work just like residential service: someone calls your phone number and gets your office directly. But you also
get hold, transfer and other features. Someone can call your companys general
number and the switchboard attendant can switch the call to you.
There are many advantages, but most boil down to the fact that the phone system
is the phone companys problem. They have it on their premises and taking care of
it is their problem. The disadvantage is you have to go through your local telephone
company to make any changes instead of working on the fly as many companies
can with their PBXs.
However: Just try building a call center using Centrex. See how far you get. The
single biggest reason for buying a PBX over Centrex (in this context) is that you can
graft ACD features onto a PBX.
Some local telephone companies offer Centrex ACDs (under many names). The
advantages and disadvantages are the same as for regular Centrex. Besides the
expense (this is a rent, not buy arrangement) the biggest drawback, is, of course,
that with a Centrex ACD your local phone company has total control over your centers switching and routing. A rare few call center managers are comforted by this.
Most are horrified.
The biggest interest in Centrex ACDs these days is not for the feature itself, but for
your ability to team it with on-premises technology (mostly software based) and
create a sophisticated, flexible ACD system.
CENTUM CALL SECOND 1/36th of an erlang. The formula for a centum call second is the number of calls per hour multiplied by their average duration in seconds,
all divided by 100.
CHARGES AGAINST REFUNDS The amount set aside from the proceeds of a 900
service to cover uncollectables and make the phone company whole. It ranges
from as little as 1% of the budget for business-oriented information programs, up to
50% for adult and talk lines.
Customers who refuse to pay cant be disconnected for non-payment of 900 bills. In
many cases, the phone company will remove the charge from the customers bill
and pass it on to the information provider. (The phone company will charge the IP
for billing and transporting the call whether or not the customer pays his end.)
CHASE A conduit for electrical, phone or computer cable. Many types of call center furniture have this conduit built right in to the unit. Make sure the conduit is
large enough for your needs (fiber optics and some types of computer cable dont
bend well) and that the chase is easy to get to if you need to get at the cable.
CLEAN Correcting data on a list or database and removing undeliverable addresses or incorrect telephone numbers. A clean list is one with no duplication of records,
with every address correct and telephone number reachable, and where every entry
on the list meets the list criteria (if its a list of millionaires, they are all millionaires).
CLICK-TO-CALL A button placed on a web page that initiates a call into a call center, usually by dropping the customers internet connection and connecting a voice
call. See CALL-ME BUTTONS.
CLID Caller Line IDentification. Once available only from your local telephone company, today CLID is the standard for providing calling party information over telephone lines. CLID must be ordered from your telecommunications carrier and almost
always costs extra. You need a device to receive CLID and display it. That device can
be the little box you buy at Radio Shack or your properly-equipped ACD.
Programming must be done to have the phone number initiate a database look-up giving you whatever info you have stored, keyed to the phone number. The telephone
carrier provides only the telephone number, and perhaps a name. You must do the rest.
CLIENT Clients are devices and software that request information. Clients are
objects that uses the resources of another object. A client is a fancy name for a PC
on a local area network it is the client of the server. (Clients are also humans
who buy things from your company, but you knew that, didnt you?)
load between desktop PCs (called workstations) and one or more larger computers (called servers) joined on a local area network (LAN). The advantage of the
client/server model has over the model it replaced (mainframes and dumb terminals) is that it speeds up access to the pieces of information people need most.
In a call center, the clients are agent desktops. The servers are simply the application servers. In an order entry application, for example, the client can spend the
processing power on an easy-to-use graphical interface, because most of the database processing is done at the server. Its faster, because <I>some of the processing
is done locally, when necessary. It keeps large bottlenecks from slowing down
everybody on the system.
The server can be a minicomputer, workstation, or microcomputer with attached
storage devices. A client can be served by multiple servers.
CLOSED ARCHITECTURE Proprietary design that is compatible only with hardware and software from a single vendor of single product family. Contrast with
OPEN ARCHITECTURE.
CLOUD LEVEL At the level of the public switched telephone network. Or, sometimes, a service provided by your long distance carrier. For example, cloud level
call allocation would be a divvying-up of calls performed in the public switched
telephone network, probably by your long distance carrier. The term comes from
telecommunications diagrams where the public switched telephone network is
represented by a big cloud. Also see PSTN. The term is sometimes used to indicate
a long-range or high level point of view. Her view of call center operations is
cloud level. It has connotations of head in the clouds, theoretical and not quite
down to earth.
CLUSTER A cluster is a particular style of call center work area, where a number
of desks are clustered around a central core in a star pattern. (They are not cubicles because they are more triangular than square.)
CMS 1. Call Management System. This is the Lucent label for their inbound call distribution management reporting package. 2. Call Management Services. Canadian
term for local calling features based on CLID (Calling Line Identification).
CMT Conflict Management Training. Not, as you might imagine, a seminar on how to
direct a war or settle a strike. It usually refers to something much lower key. It is a
type of training given to customer service representatives, especially those that frequently handle complaints. The conflict referred to here is between the customer and
the company or perhaps between the customers needs and the companys needs. The
management is the techniques and skills the rep brings to resolving those conflicts.
CNG Calling Tone. The sound produced by virtually all Group 3 fax machines when
they dial another fax machine. If your agents recognize the sound, they may be able
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to transfer misplaced calls to a fax machine. At the very least, they will no longer
fear phone calls from alien spaceships or hostile computers.
COLD CALL The first contact with a potential customer in the sales process. The
person has shown no interest in your product or service. You have no good reason
to believe they might be interested in what you have to offer. But you call them, on
the telephone or in person, to see if there is an interest. Cold calling promises lots
of rejection and is generally dreaded by both telephone and field salespeople.
COM (COMPONENT OBJECT MODEL) Microsofts framework for developing and
supporting component objects modular bits of code that can be used for fast
creation of add-on applications in large software systems. For example, you can
have a call tracking and routing system that consists of many COM modules and
swap in or out modules for particular vertical industries like banks depending on
customer needs. The COM model is supposedly a faster one for upgrading complex
software systems. See DCOM.
COMPILED LIST A list created from entries in telephone books or yellow pages,
industry directories or public records. When you are looking for completeness or
saturation in a list and dont care that much about evidence of previous direct mar51
keting responsiveness, look to compiled lists. Compiled lists strive to give you every
listing in a chosen category, for example, every household in Woodbridge, NJ or
every computer programmer in Silicon Valley.
COMPUTER This is a definition straight from AT&T Bell Laboratories. An electronic device that accepts and processes information mathematically according to
previous instructions. It provides the result of this processing via visual displays,
printed summaries or in an audible form.
COMPUTER-AIDED DIALING A newer (and allegedly less offensive) term for predictive dialing. See also PREDICTIVE DIALING.
When you put a phone system together with a computer network you deliver superior data to your agents. You link
them to huge data resources, and you make it easier to add peripherals like voice systems or fax servers.
centers, based on criteria that you might decide to change. That is, one way to
route calls is to send 60% of calls to Los Angeles and 40% to New York, all the
time. But conditional routing would say that if New York is experiencing particularly heavy traffic, then the system should send New York-bound calls to Los
Angeles instead, until traffic flattens out. There are many criteria you can use to
set conditions for routing, including time of day, type of call, traffic patterns, availability of agents with particular skills, and so on. Less often, you could see this
term used to describe calls routed within a particular center, among agent groups
or even individual agents.
CONSULTIVE SELLING This selling technique emphasizes the needs and wants of
the customer. The seller asks the prospect a series of questions to find out if the sellers product or service will help the prospect. The questions are probing and openended. Consultive selling involves listening more than talking; objections are
addressed, not overcome. The sales pitch focuses on how the sellers product can
meet the specific desires (or allay the particular fears) of the prospect.
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CONTACT HISTORY When you use a contact management program, you are accumulating information about a customer or prospect. Beyond the basic identification
information (phone number, type of business, etc.) you are also collecting data
about what you have said, what literature you have sent, what interests the person
has expressed, and so on. That information is the contact history. It is of vital importance, because it lets other people in your company speak to that customer with
complete knowledge of what dealings you have had. And if a salesperson leaves,
the company doesnt lose all the valuable data on customers.
CONTENT PROCESSING Voice processing is the broad term made up of two narrower terms call processing and content processing. Call processing consists of
physically moving the call around. Think of call processing as switching. Content
consists of actually doing something to the calls content, like digitizing it and storing it on a hard disk, or editing it, or recognizing it (voice recognition) for some purpose (like using it as input into a computer program).
with household income. A correlation can be negative people who have cats
might have low interest in dog food.
CROSSTALK When you (or one of your agents) hear another conversation on the
telephone line and its not a conference call you are experiencing <I>crosstalk.
The phenomenon is caused by poorly shielded trunks or lines, certain transmission
techniques and wire placements.
Its not ghosts, its not a wiretap, and it shouldnt be confused with the telecommunications software program with the same name. The temporary solution? Break the
connection and call again.
CSR Most likely, customer service representative. In your call center is a CSR a
customer service representative? Be careful when talking to your telecom people.
CSR also means Customer Station Rearrangement. When you have Centrex this
is what they call changing station assignments.
To the telephone company it also means Customer Service Record. This computer printout lists all the tariffed, fixed monthly charges on the bill from your local
telephone company. Again, a very important term to telecom people.
Before you have a chat with your telecom manager or your local telephone company rep about CSRs, make sure everybody understands what is being discussed.
See AGENT.
CTI Computer-Telephone Integration. Synonymous in most contexts with computer telephony. A term for connecting a computer (single workstation or file server on
a local area network) to a telephone switch and having the computer issue the switch
commands to move calls around. The classic application for CTI is in call centers.
Picture this: A call comes in. That call carries some form of caller ID or ANI. The
switch hears the calling number, strips it off, sends it to the computer. The computer does a lookup, sends back the switch instructions on what to do with the call.
The switch follows orders. It might send the call to a specialized agent or maybe just
to the agent the caller dealt with last time. There are emerging standards for CTI.
This is also called Computer Telephony, which is perhaps a more elegant term.
CURSOR DIALING See PREVIEW DIALING.
CUSTOMER CARE A much-talked about call center concept, which means simply
this: not merely waiting for your customers to call, but offering excellent service by
calling your customers. The concept has different applications depending on your
business. Customer care can include follow-up calls that make sure your customers
received the service or product they expected, continuity programs that offer something to your best customers, calling your customers when you expect them to need
to refill an order (Your probably down to your last box of paperclips) and excellent inbound service based on extensive customer databases.
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DATA RESERVOIR If a data mine is the place where information resides in its
rawest, ugliest, least analyzed state, and a data warehouse is where it lives once its
analyzed, whats a data reservoir? The ready pool of information, usually customer
data, thats in use by a call center and is available at any moment during the customer interaction. Ahhh.
DATA WAREHOUSING A fancy way of saying database, or a collection of databases. Especially when used for the rigorous analysis of data mining. Increasingly,
this kind of concept (long a part of IT thinking) is being heard in and around the call
center. This is because the call center is being integrated into corporate data structures, and IT is reasserting control over the hordes of information that the call center spits out. Until recently, call center data wasnt thoroughly analyzed for much
beyond simple call center productivity. Now, since companies want to know how
valuable certain customers are and how to most effectively sell to them, they are
looking at call center data as a source of knowledge. And the best people to exploit
that knowledge are the IT people who build data warehouses and then mine them.
DATABASE INTEGRATION Connecting your database to any of your other business systems, like your phone system, or ACD, or even a multi-user sales program.
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The advantage of database integration with phones and ACDs is that when customers call, their information can be sent to the agent at the same time as the call.
And when you share databases among the various departments that come in contact with customers, each person (whether in sales, customer service or technical
support) has the same information about that callers history and preferences.
store this info in a database, you can use it for better field sales and
technical support, to create more targeted direct mail and more.
ence of designing a
marketing campaign using information from your customer database. Many of
these campaigns analyze traits a companys customers have in common, then try to
clone these customers by appealing to other prospects with similar traits.
Creating a demographic model can also help the company serve existing and
prospective customers better by providing information about buying habits and
personal preferences. It can also help in the development of value-added services.
For example, lets say you run a hunting catalog. By examining your database you find
most of your customer are men between the ages of 35 and 60 who live in rural areas.
These may lead you to buy a list from a football magazine popular with men between
the ages of 35 and 60, and select rural zip codes for a catalog mailing or a telemarketing campaign. Your analysis may also show, that while a small number of the total,
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your fastest growing market is women between the ages of 20 and 40 in suburban
areas. You may decide to buy a list from a childrens clothing catalog that sports the
same demographics. Or you may decide to exhibit at a gardening expo to reach out
to this new market. In either case you may find your customers all have full time jobs,
and decide to open your call center 24-hours a day to make it easier for them to order.
DCS Digital Crossconnect System. A device for switching and rearranging private
line voice, private line analog data and T-1 lines. A DCS performs all the functions
of a normal switch, except that connections are typically set up in advance of
when the circuits are to be switched not together with the call. You make those
connections by calling an attendant who makes them manually, or dialing in on
a computer terminal that is similar to the one airline agents use.
DDD Direct Distance Dialing. AT&Ts basic long distance service. Sometimes used
as a generic term for no-frills long distance service, but it usually refers specifically to the AT&T service.
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from the decoy name on the list. The record appears on that list only to assure accuracy. Also known as a seed or a dummy.
DEDICATED A device that has only one function. A PC on a network that is used
only for printing would be a dedicated server, for example. A dedicated line connects two points and does not carry other network traffic.
DELAYED CALL STATISTICS ACD statistics that show how long callers are willing to wait on hold before they are connected to an agent.
DELUXE QUEUING A feature that allows incoming calls from phone users, tie
trunks and attendants to be placed in a queue when all routes for completing a particular call are busy. The queue can be either a Ringback Queue (RBQ)the user
hangs up and is called back when a trunk becomes available or an Off-Hook
Queue (OHQ) the user waits off-hook and is connected to the next available
trunk. Deluxe Queuing is a term used mainly by Lucent. Most modern PBXs have
this feature. Most have simpler names, however.
DEMAND DIALING More sophisticated than preview dialing, but not as complicated as predictive dialing. One agent dials a call or enters a list of numbers to
call, but is screened from the tones, busies and no-answers. When an answer is
detected, the agent is connected. The calls are generated one after another. There
is no attempt to anticipate when the agent will be finished with a call. The next call
is dialed when the previous call is completed. Compare to PREVIEW DIALING and
PREDICTIVE DIALING.
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Zip Code. When used to carve up lists for specific campaigns, it can help find
appropriate targets despite its relative imprecision.
DIGITAL COUPONING Coupons used to be things that came in the Sunday papers...
they still are, but now you can visit a Web site and download customized coupons for
goods and services, print them out and take them to a retailer. The coupon is
impressed with a bar code from the manufacturer that incorporates all sorts of data
about the user and the kind of interaction that occurred online. From the manufacturers point of view, this is better than traditional coupons because of the data tracking they can do, for the first time directly correlating a persons Web visits with retail
transactions. For all their value to marketers, they have not yet caught on in a big way.
into a series of pulses that are translated into a binary code intelligible to computer circuits. The information recorded this way can be stored in many ways, including as information in a computer.
DIRECT DISTANCE DIALING DDD. A telephone service which lets a user dial long
distance calls directly to telephones outside the users local service area without
operator assistance. AT&Ts name for its most basic long distance service.
DIRECT INWARD DIALING DID. A PBX feature that lets callers reach their party
directly, without going through the system attendant (also known as the company
receptionist). It eliminates the need for an automated attendant to route the calls
after they arrive at the switch. A similar function of networked fax systems is also
called DID.
DIRECT INWARD STATION ACCESS See DISA.
DIRECT MAIL A letter, kit or brochure sent through the mail to a business or residential consumer usually for the purpose of eliciting a prompt response of some
kind from the consumer. Often this response is a telephone call, which is where a
call center comes in.
DIRECT-MAIL SOLD A characteristic often noted on consumer lists for rent. Very
important if you plan on doing a direct mail campaign, not as meaningful if you
plan on telemarketing.
DIRECTORY ASSISTANCE DA. Formerly known as Information, but changed
because they were getting too many stupid questions. DA is provided by the local telephone company. In most states, the local phone company charges for this service. Most
local phone companies will give you the persons address as well as his phone number
if you ask for it. But you can usually only get two numbers per phone call (or sometimes
just one). Directory assistance is an important resource for updated telephone lists and
skip tracing. (People often move within the same city or town.) Directory assistance
databases are now available on-line and on CD-ROM through major list and list processing vendors. Using these products can be less expensive and less time consuming
than calling directory assistance for every two numbers you need to check.
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DISCRETE SPEECH A type of speech recognition where the speaker must say
each word separately, with a distinct pause between words. Sometimes a voice processing system will prompt the caller for the next word with a beep. See CONTINUOUS SPEECH.
DISCRETIONARY PREVIEW DIALING The agent presses a button to initiate dialing the next call. Compare this to forced preview dialing, where the next screen is
brought up and the next telephone number is dialed as soon as the agent hangs up
from the first call. See PREVIEW DIALING.
DISTRIBUTED CALL CENTER A center that is really several centers spread out,
linked together, and managed as a single virtual entity. More properly known as a
VIRTUAL CALL CENTER.
DISTRIBUTION GROUP A group of telephone extensions or agents on an automatic call distributor (ACD). Usually used to mean the group of extensions assigned
to receive a certain type of call determined by incoming trunk or other criteria.
(The term begs the question of complex routing patterns.) Basically, the distribution
group is the group of agents or extensions assigned to receive a particular call.
DM Direct marketing. This is any marketing that puts the seller and the customer
together without an intermediary such as TV, radio or newspapers. It usually refers
to telemarketing and direct mail, but it could also include everything from trade
shows to the guys who hand out flyers on the street corner.
DMA Direct Marketing Association. A trade organization for the direct marketing
industry (with a slight emphasis on direct mail companies), based in New York, NY.
DN Directory Number. What Nortel calls the number used for non-ACD calls on
the its Meridian telephone system.
DNIS Dialed Number Identification Service. DNIS is a feature of toll-free and 900
lines that provides the phone number the caller dialed. The DNIS number can be
provided in a number of ways, inband or out-of-band, ISDN or via a separate data
channel. This is very helpful in call centers that answer calls for a number of businesses or product lines. Each business or product line has its own toll-free number.
These calls terminate at a single automatic call distributor (ACD), but are routed to
special call groups based on the number dialed. (Or, the agent may simply be
prompted to the number the caller dialed either through a screen pop or whisper
prompt, and handle the call accordingly.)
For example, suppose a call center handles calls for several chains of hotels. The tollfree number dialed (Perhaps 800-MARIOTT) triggers the combined computer-ACD
system to send the Marriott script to an agent along with the call. The agent knows
to answer, Hello, and thank you for calling Marriott, instead of a general greeting
or the name of another hotel chain handled by the center. The agents reservation
script includes information and specifications just for Marriott. Perhaps Marriott has
a frequent- stayers club the agent should ask the caller about membership in.
DNIS is a boon to call centers that handle multiple product lines. The information
relayed to the agent is completely transparent to the caller. As far as the caller is
concerned, this agent or call center IS Marriott, and has no connection with another company or product. An alternative is to use an IVR system or an automated
attendant to transfer calls to the correct ACD group or provide prompting, but using
DNIS is a much more elegant solution.
DO NOT CALL The commonly used name for the Telephone Consumer Protection
Act, an FCC regulation, effective in December 1992, that requires companies to keep
a list of consumers who have requested not to receive phone solicitations from that
company. Other provisions of this act say companies cant call consumers at home
between 9 PM and 8 AM, companies must obtain consumers consent to share his or
her phone number with other marketers, and also outlines rules for ADRMP use.
DO NOT CALL LIST If your company makes outbound sales calls to consumers, it is
required by federal regulation to keep a list of consumers who have requested not to
receive telephone calls from your company. If your company calls someone who has
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requested not to be contacted, they can be fined. Exceptions to this regulation are nonprofit organizations, market researchers and companies that have a prior business
relationship with the person they are calling. (This includes collection calls.) On the
state level, at least two states have asterisk laws that create a statewide do not call
list for all companies. The Direct Marketing Association also has a list of consumers
who have requested not to receive solicitations from companies. It is not illegal to call
these people, but you can probably save yourself some time and money by skipping
them. Theyve already made it clear they are not interested. See ASTERISK LAW.
DOCUMENT ON DEMAND A system that lets callers retrieve information by calling in to the system. In a call center, usually used to mean the same thing as fax
on demand. See FAX ON DEMAND.
DSMI Database Service Management Inc. The company that oversees the nationwide database of toll-free numbers and the software behind it. Day to day administration of the database is performed by a division of Lockheed. The physical database itself (actually, there are backups too) are located in Kansas City, Missouri.
Some people in the toll-free number game pronounce this companys name dizme. The important thing to know is the company itself does not.
DTMF Dual Tone Multi-Frequency. Telecom lingo for touch-tone. These are the
sounds your telephone makes when you press the buttons on the telephone keypad. A similar set of signals (called merely MF) are used inside the telephone network for signaling between the big network switches. DTMF is also used for data
entry through IVR systems.
The tone you hear when you press a touch-tone key is actually two tones, one high
frequency and one low frequency tone, transmitted at the same time. While there
are 12 keys on the standard telephone, there are just seven tones emitted by the
keypad. (There is another set of tones for special purposes, not generated by standard phones, which brings the total number to eight tones.) The dual tone concept works like this: all digits in the same row on the keypad share the same low
frequency tone. All digits in the same column on the share the same high frequency tone. Each key has a unique combination of the two tones.
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DUAL HEADSET Also known as an integrated headset. A special type of headset for
the blind. One jack plugs into a telephone and another jack plugs into a specially configured PC. This PC provides voice synthesized output. The dual headset allows a
visually impaired agent to work in a call center with no deterioration of service.
DYNAMIC LOAD BALANCING A sophisticated technique for routing calls, especially among multiple ACD systems. With dynamic load balancing the system isnt
stuck looking for an available agent in the second or third hunt group. It can go
back to the first group if an agent becomes available.
DYNAMIC OVERLOAD CONTROL DOC. The feature of a telephone switch which
uses its translation tables and intelligence to let the switch adapt to changes in traffic loads by re-routing and blocking call attempts.
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EAR LOOP A headset term. The oval-shaped, plastic piece used to secure a headsets earpiece to the users ear. It is only used on monaural (one ear) headsets. These
days it is often part of a kit that includes also a headband and behind-the-ear stabilizer. The headset is convertible between the three styles. The ear loop is the preferred headset style for someone who feels constricted by a headband (or doesnt
want to get his or her hair mashed by the headband), but finds the behind-the-ear
style not secure enough. The ear loop is often recommended for glasses wearers.
EAR RING An oval-shaped, plastic ring used on a headset to secure the headsets
earpiece to the users ear. See EAR LOOP.
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EAR TIP A very small headset earpiece that actually fits inside the outer ear. It provides superior sound quality, but some people find it uncomfortable.
ECH Enhanced Call Handling. Systems that handle telephone calls intelligently
through a variety of network, human, computer and telecommunications resources.
ECH systems include voice mail, interactive voice response, computer-telephone
integration, fax-on-demand and complex telephone networks.
ECHO SUPPRESSOR An echo suppressor is a device used on telephone connections. It cuts down on the echo in a voice transmission by making the circuit
one way by turning off transmission in the reverse direction while one person
is talking. Echoes are particularly prevalent and annoying on satellite circuits.
But this one-way transmission ticket does full-duplex data transmission no good.
An echo suppressor can be turned off by a high-pitched tone generated by an
answering modem. This tone tells the circuit that the conversation will consist of
data, not voice.
END-OF-SHIFT ROUTING An ACD term for a process that assures calls wont be
left in limbo when a shift ends.
ENDLESS LOOP A term used to describe a tape, a cassette or a tape player. Before
digital announcers became cheap, the most popular way to achieve continuous play
on a message-on-hold or music-on-hold recording was through a recording tape,
set up, not with two ends, like the cassettes you play at home, but with the two ends
connected to each other. No need to rewind. The thing just starts over when its
done. The disadvantage of an endless loop recording is it is prone to wear, tear and
jams. The tape needs to be replaced periodically. It has the advantage over digital
announcers in that it is still less expensive.
This is what two Federal agencies recommend for furnishing a workstation. They offer these suggestions as general
guidelines to minimizing your agents fatigue.
ERLANG A measurement of telephone traffic. One Erlang equals one full hour of
use (conversation), or 60 x 60 = 3,600 seconds of phone conversation. You convert
CCS (hundred call seconds) into Erlangs by multiplying by 100 and then dividing
by 3,600 (or, dividing by 36). Numerically, traffic in a call center, when measured in
Erlangs, is equal to the average number of trunks that are busy during the hour in
question. Thus, if call center traffic is 12.35 Erlangs during an hour, a little more
than 12 trunks were busy, on the average. Similar calculations can give you a rough
number of the agents needed.
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Any discussion of Erlang, the measurement, quickly evolves into a discussion of the
Erlang formulas of queuing theory. Lucky for us, thats the next entry. See ERLANG
FORMULA.
ERROR-CORRECTING PROTOCOL A set of data communications rules (see PROTOCOL) that monitor file transmissions for errors. ECPs break down the file into
blocks of various sizes. The integrity of each block is checked on the receiving end,
which asks for a retransmission if an error is found. Error correction is important
when using standard phone lines for data transmission because of the tendency of
line-noise to leak in and corrupt the data.
ETHERNET A local area network system that operates over twisted wire and coaxial cable at up to 10 megabits per second.
EVENT CODE A code that an agent centers at the conclusion of a call. Event codes
can trigger a variety of follow-up activities such as an acknowledgement letter or
inclusion in a list for a subsequent campaign.
EXCHANGE The first three digits of a local telephone number. All telephone numbers with the same exchange are served by the same central office. With the right
software (or a very large list) you can find out a companys location (city, state,
maybe even which part of the city) if you know the area code and exchange.
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FACSIMILE MACHINE The proper name for a fax machine. See FAX MACHINE
and other FAX entries.
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form to send unsolicited faxes after working hours, when the companys fax
machine is less likely to be in use.
Should you buy a regular fax or a plain paper fax? Faxes printed on the standard,
slimy fax paper fade in time. And they black out when exposed to heat (left on a
radiator or in the sun). If the fax is important, photocopy it immediately. Plain paper
fax machines tend to jam a lot more than ones that use rolls of slimy paper. For some
technical information, see GROUP 1, 2, 3, 4. Also see JUNK FAX.
FAX MAILBOX The fax equivalent of a voice mail system. Each person in an office
is assigned a mailbox number. An outside person who wants to send a fax calls up
the main fax number, and is asked by a voice processing system to input the mailbox number of the recipient. The fax is stored electronically in the box until the
recipient retrieves it. Also, some systems let you retrieve faxes from your mailbox
from outside fax machines. A similar application is possible by designating a mailbox on a voice mail system for receiving faxes.
FAX-OVER-IP For all the hype over the promise of internet telephony, one very
practical, nearly overlooked application is fax-over-IP, which is using the Internet to
transmit fax traffic instead of the regular phone network.
When you send a regular fax, your fax machine goes off-hook, dials, and the phone
network completes a circuit over phone lines to the receiving fax. You pay for the
circuit. The two faxes negotiate a connection and exchange image data. When you
send a fax over IP, however, your fax machine (or PC client) transmits the image
data as packets through an IP data network the public Internet, a company
intranet, or an external extranet instead of the phone companys network.
Fax over IP servers only need the phone network (if they need it at all) for the local
legs of calls: to deliver to faxes to regular fax machines, or receive from regular
faxes. Thus, you save the long distance costs - and its free if its inside your company. Faxing over IP you dont pay more than you ordinarily would to maintain your
IP network connection. At most you pay the cost of the local call.
Whats great about fax-over-IP, as opposed to voice, is that none of the irritating
latency and sound-quality issues crop up. It doesnt matter if there are some errors,
or if some of the packets arrive out of sequence, as long as the fax arrives.
FAX SERVER A computer with one or more fax boards installed and hooked up to
a local area network whose primary purpose is to act as a fax station for all the users
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on the network. It sends faxes from any PC on the net, as well as receive them and
print them out on a dedicated laser printer. Many fax servers also include voice
boards that add fax-on-demand capability for people calling from the outside.
FAX STORE AND FORWARD The ability to have your faxes held by the receiving
fax processor in electronic storage (as a file on a hard disk), and forwarded to whatever fax machine youll be near, like one in a hotel or a customers office. Kind of
voice mail for faxes. See VOICE MAIL
FCC Federal Communications Commission. The federal agency that regulates
interstate communications including radio, television and most important to call
centers telecommunications. Instate telecommunications are regulated by state
public utilities commissions.
The FCC is located in Washington, DC and is run by a seven member board appointed by the President. It basically does three things: 1. It sets the prices for interstate
phone, data and video service. 2. It determines who can or cannot get into the business of providing telecommunications service or equipment in the United States. 3. It
determines the electrical and physical standards for telecommunications equipment.
With recent moves toward government downsizing and deregulation, many of the
FCCs traditional duties are being farmed out to industry committees. Your opinion
on upcoming rulings is solicited through a Request for Comment. (Youll only
know about them if you pay attention.) FCC rulings can be appealed through a
Federal Court.
FEATURE BUTTONS In all telephone systems there are codes that can be dialed
to access a system feature. For example, dial *34 to put a call on hold. Think of a
feature button on a telephone as a collection of numbers stored in a bin. When you
hit the button, the bin quickly disgorges all the numbers one after another. It dials
the feature code for you. In computer terms, a feature button on a phone is the same
as a macro an easy way of doing something. On most phones with feature buttons, the feature buttons are programmable. This means you can assign different
features to different buttons, i.e. the ones you want.
tion on a direct mail or telephone list. It usually means someone who has ordered
something from the company for the very first time not necessarily that this is the
first time they have bought this type of product. The selling point is that this is a
person who has not appeared on the companys lists before. New blood.
FLASH HOOK Another name for switchhook or hookswitch. The little button on the telephone that you place your receiver into. It hangs the phone up, releasing that line to
receive another call. If you push the flash hook quickly, you can signal the switch at the
other end (central office or PBX) to do something, such as place a call on hold and switch
to the incoming one (call waiting), or transfer the call to another phone. Many feature
telephones have a flash button, which performs that fast flash hook thing, relieving the
user from the worry that they will hang up instead of switch to the other call.
FLEXAGENTS A term for agents who sign onto their predictive dialing system as
both inbound and outbound agents. Dependent on call volumes, they can either
take ACD inbound calls or be automatically reassigned to a predictive outbound
call campaign. Similar to UNIVERSAL AGENT.
FOCUS GROUP A set of consumers, chosen on the basis of particular demographic characteristics, who are asked to respond to questions about products and services in a subjective, conversational, group-oriented manner. Their discussions are
taped and analyzed and in some cases give a better sense of how people feel than
a more objective survey.
FOLLOW THE SUN DIALING A technique used in call centers whereby the agents
call those parts of the country where its convenient to call and move the calling
across the country as the sun moves. Agents call New York households between 6
P.M. and 8 P.M. When the time hits 8 P.M., the agents stop calling New York households and start focusing calls on households in the central time zone. To accomplish
Follow The Sun Dialing, a call center needs software which knows in which phone
numbers are in which time zones.
FORCE FEED A method of dialing calls that automatically dials and delivers a call
to an agent a pre-determined time after the agent finishes the previous called.
FORCED AVAILABLE An ACD feature which marks an agent as available immediately when a call ends.
FORCED PREVIEW DIALING Instead of pressing computer key to dial the next call,
the next computer screen is automatically brought up and the next number is automatically dialed when the agent hangs up the first call. See PREVIEW DIALING.
FORECASTING Taking historical data (what happened in the past) from your ACD
and using that information to predict what might happen in the future. Has your call
volume always doubled on Tuesday? It will probably double next Tuesday too. A
very important function of call center management software.
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FOREIGN EXCHANGE Also known as FX. If you have foreign exchange service, a
caller in another city dials a local telephone number. The call is transferred to your
headquarters in another city. The caller only pays for the local call. (You pay for the
call from that point to your headquarters.) The foreign here means foreign to your
central office (CO) not necessarily in another country. The CO is treating a call from
another exchange (or city) like a local call. Airlines and rental car agencies seem to
be fond of this service. It gives your company a presence in another city.
FORKLIFT UPGRADE Most hardware, an ACD for example, can be expanded
incrementally. First you buy a cabinet that holds more cards (for trunks and extensions) than you need at that moment. As your company grows, you first upgrade the
system by buying more cards for the empty slots. When the cabinet is full you buy
an expansion cabinet. There is some hardware that does not expand however. You
buy one configuration and thats it. When your company gets bigger, you need a
forklift upgrade. The come and take the old one away and bring the new one in,
presumably with a forklift. Your system can also be subject to a forklift upgrade
when you already have expanded it as far as it goes or when it gets so old you can
no longer get parts or support for it.
FOUR-WIRE CIRCUITS Telephone lines using two wires for transmitting and two
wires for receiving, i.e., four total. Four-wire circuits offer much higher quality. All
long distance circuits are four-wire. Almost all local phone lines are two wire. All
analog phones are two-wire.
FREE LIST ACD-talk for the list or table of agents available and which of those
agents have been available the longest.
FREEPHONE A British name for what we in North America know as toll-free service. It means you can have your customers call you for free on phone lines with
special exchange codes. Its a British Telecom toll-free service in which the caller
dials the operator and asks for Freefone XYZ.
FREQUENCY How frequently a direct response customer buys (based on experience over a length of time). This information is important to track on your own lists
and valuable when available on rented lists. Also: the rate at which a wave alternates. For our purposes (telecommunication signals and electrical currents) it is
usually measured in Hertz (cycles per second).
FRONT-END A device or technology that comes first, before the main application.
For example, ACDs (automatic call distributors) are often front-ended by some kind
of announcement system (VRU). When you call for airline reservations you are often
greeted by a recorded message asking you to have the date and time of your flight
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ready. Thats the announcement system. When your call finally goes through (routed to the next available operator by the ACD) and you speak to an agent, thats the
main application.
This concept applies to many technologies. A complex computer system may be
front-ended by an easy-to-use graphical interface. An in some states a recorded
sales message played over the telephone must be front-ended by a live operator
who tells you a recorded message will be played.
FTE Full Time Equivalent. A way of measuring staff levels, especially for budgets and
scheduling. It simply means the number of staff-hours required has been divided as
though each body is working a full-time schedule. It tells you what your staffing
needs would be if your needs were covered only by full-time agents. The hours may
actually be covered by part-timers. (And sometimes it seems like they usually are.)
FUNCTIONALITY A fancy way to describe what a product can do. When a manufacturer brags about her products increased functionality it just means it can do
more things than it could do in the last version of the product. It used to slice, now
it slices, dices and chops.
FUZZY LOGIC Once upon a time, computers were annoyingly exact. They couldnt tell that Chuck Jones and Charles P. Jones were in fact the same person or that
if you wanted to fly to Paris this afternoon, that a flight at 6 PM was better than none
at all. These things required a human. But humans figured out how to program
computers so they could recognize that things were similar, but not exact. This programming is called fuzzy logic and it has many applications in many industries.
In call centers it is most often used in problem resolution software, where it turns
up solutions to problems similar to the one entered, even if there are no exact
matches. This can mean the software will turn up a good solution even if a word in
the problem entered is spelled incorrectly, or if there are different ways to phrase
the problem. (DeskJet drops columns or Table doesnt print correctly.)
Fuzzy logic is also used in call centers to find telephone listings for customers and
for schedules of all kinds, from the airline example (which could be used in an IVR
system) to creating schedules for call center agents (who might get something close
to, but not exactly what they requested).
Fuzzy logic is a type of artificial intelligence.
G-STYLE HANDSET A telephone handset either has a round mouthpiece and earpiece or square ones. If your phone has round pieces, it has a G-style handset. Most
phones these days come with square handsets, known as K-style. There are a few
things you can tell about your telephone and telephone system by knowing it has a
G-style handset. First, its probably pretty old. Second, it probably has a carbonbased microphone. (This is vital to know when you buy a headset.) Third, the old
trick of tapping your mouthpiece on the desk when the other party cant hear you
clearly actually works with G-style handsets. (Dont try it with K-style handsets!) It
has something to do with lining up the carbon granules.
GANTT CHART A Gantt chart is a visual display format used in call center management and planning. Gantt charts, named for their inventor, came to call centers
from the engineering world, where theyve been used for decades. A Gantt chart
shows, using rows and columns, a table of available resources spread out over time.
They are used for project planning in other industries. In call centers, its one way
to view the availability of agents over increments of a staffing day.
GATE Also known as a split or a group, the term gate usually refers to a set of
agents served by an ACD. In the ACDs routing scheme, a gate is a group of agents
that are all qualified to handle a certain type of call. A call center may operate with
a single gate, meaning any call could go to any agent. In larger centers, multiple
gates are used.
Typically, a center will have a gate for each of its functions, one for customer service calls, another for orders, a third for technical support. Calls are routed by the
number dialed (DNIS) or after the caller selects a choice from a voice response unit
or automated attendant menu. Usually each gate has its own queue. In centers
with more than one gate, and the technology to do so, there is usually an overflow gate or group assigned to back up the primary gate if all agents are busy. A
good ACD will let the call go to an agent in the primary gate, if that is the first
agent to become available.
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Rockwell offers this explanation: A gate consists of trunks that receive a particular type of call and a group of positions capable of responding to that call. In the
basic Rockwell Galaxy ACD system, for example, 32 gates are provided, but the
expansion feature allows a maximum of 128 gates to be configured. The number of
trunks and positions which can be assigned to each gate is restricted only by the
system size limitation.
GATEWAY A link between networks. When two networks dont speak the same
language, that is, they dont use the same protocols, a gateway is used to convert
communication between network into the correct protocol.
The same term is used to describe links between different computer networks (to
link a LAN to a mainframe) or to link a telecommunications network and a computer network (a PBX or ACD to a mainframe or other computer system).
GOE Grade of Efficiency. A term to define the percentage of time an agent is actually handling a call. It refers to the rate of calls, expressed as a percentage, for
which agent connect time does not exceed a pre-defined threshold. Very close to
what is called an OCCUPANCY RATE.
callers but do not allow a message to be left. The Greeting Only mailbox may transfer a caller to a designated telephone number.
GROUP For our purposes, group means a set of agents on an ACD. Its also
known as a split or gate. Its a division of the call center for routing purposes. A certain type of call, perhaps arriving on a set of trunks, is delivered to the set of agents
designated to receive those calls. See GATE for more.
Group also has a Signal Computing System Architecture (SCSA) meaning, which
may come up if your call center creates its own voice applications. A group combines the functions of one or more Resource Objects with defined connectivity.
GROUP 1, 2, 3, 3 BIS & 4 All are international facsimile standards. Group 1 and 2
are unbelievably slow. They are used only on the oldest machines. A Group 3
machine sends information at 9600 bits per second, or around 20 seconds for each
standard 8.5 by 11 inch page. Most fax machines sold today are Group 3 compatible. Group 3 BIS is a fax communication standard related to the regular Group 3
protocol that goes as fast as 14.4 kilobits per second. Its used for high-resolution
image transmission.
Group 4 faxes are transmitted at 64 kilobits per second, using the B channels on
ISDN lines. (Regular lines just dont have the bandwidth to transmit this fast.) It
transmits a page in about 6 seconds. Group 4 is used in special applications where
the need for a high level of detail makes the higher cost worth while.
GROUP BUSY HOUR GBH. The busy hour on a given group of trunks, or the busy
hour for a particular group of agents. See GROUP
GROUP HUNTING A feature which automatically finds free telephones (or agents)
in a designated group. See HUNT GROUP
GROUP SCHEDULING SOFTWARE A type of software that creates a schedule, not
only for workers, but also for meetings, projects and office resources such as conference rooms. Similar, but not identical to the very popular scheduling software, which
creates the staff schedules for most call centers. See SCHEDULING SOFTWARE
GTN Global Transaction Network. An AT&T service that adds smarts to the routing
of inbound toll-free calls. It lets you route incoming toll-free calls between centers
in different geographic locations. It offers six call processing services: Next available agent routing, call recognition routing, transfer connect service (allows agents
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to transfer calls to distant ACDs), network queuing, toll-free select again service
and multiple number database (allows multiple toll-free numbers to be assigned to
a single routing plan in the network, rather than each toll-free number having its
own unique routing plan).
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H.320 A video compression format that provides video conferencing over one or
more 64 Kbps channels. Those channels are usually delivered by ISDN. You can think
of H.320 as the ISDN video conferencing standard. You will need to think about video
compression formats if you plan to offer your customers video access to your agents.
H.323 A video compression format that provides video conference over the
Internet. Some people will tell you that the quality is almost as good as the H.320
standard. Others will tell you it doesnt come close. (It probably depends on what
theyre sending and the quality of the Internet connection.) H.323 has caused some
call centers to take a second look at providing video access to their call centers.
HACKER In common usage, this is someone who hacks his or her way into a computer or telephone system by illegal means. Use this meaning when talking to a
computer programmer of a certain age, and you will see him or her turn purple with
rage. Once upon a time hacker was a person who hacked away at a program
until it worked. It then became a badge of honor for elite programmers. But common usage has taken over the meaning from the in-group term. If someone is
referred to as a hacker you can bet he or she is breaking into to networks, not
creating software, unless the context tells you otherwise.
HANDSHAKING TONES That annoying screech you hear when you mistakenly
dial a fax number with a voice phone is a fax machine trying to find out if its talking to another machine. Unless you respond with an appropriate screech that tells
it what kind of machine you are, what communications protocol and speed to use,
no transfer will take place. The process of negotiating the parameters of transfer is
called the handshaking.
HARD DOLLAR SAVINGS For our purposes, the money you save by buying a product. Hard dollar savings are those savings that directly affect the bottom line.
Lowering your telephone bill, reducing overtime or eliminating entire job positions
are hard dollar savings.
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Soft dollar savings are less tangible: your customers like your company better, your
employees have more time to do a better job. Theyre nice, but you cant put them
on a balance sheet.
HCS Hundred Call Seconds. One hundred seconds of telephone conversation. See CCS.
HEADBAND-STYLE HEADSET The type of headset that uses a plastic, metal or
combination band to hold the earpiece next to your hear. If fastens to the head using
the same principal as a pair of earmuffs.
HEADSET A telephone device that replaces the handset (or receiver). All headsets
consist of an earpiece and a microphone but these elements can be arranged in
a variety of ways. Now made of plastic, headsets are light and comfortable. They
are so light and comfortable in fact, that executives, consultants and stockbrokers
now commonly wear headsets, in addition to the traditional headset users: switchboard attendants, telemarketers, customer service reps and reservations agents.
See MONAURAL, BINAURAL and STARSET.
HEADSET JACK A place on a phone or console into which you can plug a headset. There are two kinds, the two-pronged jack found on attendant consoles and
older ACD station sets, and the RJ-9 modular jack found on electronic telephones.
HELP DESK A department or organization that technology users can turn to for
help with their glitches, bugs, misunderstandings and general confusion. Some
people use help desk very specifically. They mean an internal department or
division that helps only employees of that company with their questions and problems with the technology (usually computers, software and peripherals) issued by
that company. We
like to draw the circle
a little wider to
include all technical
support
centers,
whether they serve
internal employees,
franchisees or external customers. We
feel all these operations share goals,
techniques and technologies that are so
similar, that for most
purposes they can be
treated as a whole.
Help desk software is one of the most beneficial technologies a help desk
(Plus, using one term
can use. And there are many types of software to choose from, as this
makes it easier to
diagram shows.
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Which headset is right for your application? Use this guide to find out.
Binaural headset
This headband style has two receivers. Sound
comes through both ears. This is ideal if you want
to block out all background noise.
Monaural headset
This headband style has only one receiver. Its
ideal if you want to keep an ear out to whats
going on in the rest of the office.
Around-the-ear headset
This contour design rests on your ear. Its less
obtrusive than the headband styles and wont
muss your hair.
Contoured over the ear style
There are different styles of ear tips that attach
to this contoured piece. The ear tip fits in the ear,
providing superior sound quality, but some people find them uncomfortable.
Cordless Headset
A cordless headset weighs more because the battery and transmitter are built in, but it wont keep
you chained to you desk. This ones from Hello
Direct.
Amplifier
This is the small box between the telephone and
headset. Not all amplifiers work with all phone
systems. Be sure to chose one that works with
your system. Most models have volume control, a
handset and headset switch and a mute button.
Some have an on-line indicator, so you know
when your agents are on another line.
Microphone boom
This piece is attached to the ear piece. It hold the
mic in front of your mouth. Some are adjustable
to let you find the position for the bestsound
quality.
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describe the increasing popular outsourced help desk.) To specify a center that supports only employees, we use the term internal help desk. A help desk is the
place where product assistance is rendered. It is more than a call center it can
contain libraries, walk-in centers, field technicians and their dispatchers.
Help desk technology can be as simple a paper trouble tickets, index card customer
records, selves filled with technical manuals and demonstration models of the supported technologies. But being high-tech people, help desks usually do better than
that. Help desk software comes in many flavors: from customer service software; to
problem tracking and escalation software; to many different types of sophisticated
information databases and problem-solving software. Some of these information
databases and problem-solving software packages use cutting-edge artificial intelligence and multimedia technologies to make help desk staffers jobs easier.
Most help desks share two techniques for solving their customers problems. The
first is problem escalation. Calls come in to the lowest-level help desk agent, who
has the least experience and possibly the least training. These agents are generalists. In some help desks they merely assign the problem to an appropriate expert,
but many help desks they take a crack at solving the problem using their own
knowledge, the solutions provided in a database or manual, and possibly a scripted problem-solving software, which walks them through the questions to ask the
customer. If the problem cant be solved by the first-level staffer, it is escalated to
an expert in that problem or technology. Large centers may have these experts
standing by. Others, especially internal help desks, may refer the caller to the vendor at this point. In some vendor technical support centers the problem winds up,
ultimately at the highest source the engineer or programmer who created the
product in the first place. (In other cases there is a team of problem-solving engineers or programmers who make up the highest level. They tear the product apart
until the problem is solved.)
The second technique is the collection of a database of solutions. There are various
ways of amassing and accessing these databases (most computer-assisted), but the
technique remains the same. Known solutions and their symptoms are entered in
the database to aid future problem solving. The more solutions that already exist,
the easier the help desk agents job is. Also see KNOWLEDGE BASE, INFERENCE
ENGINE, EXPERT SYSTEM.
HIDDEN MARKOV METHOD This type of speech recognition compares the spoken
input with a model created by taking samples from 500 to 1,000 speakers. The nice
thing about this popular method is that well-tested vocabularies already exist. It is
used for both discrete and continuous speech recognition. It sounds like the name
for a magic trick, and in some ways it is, but its a modern, high-tech and wellproven magic trick.
HISTORICAL REPORTS Information about what went on in a call centers operation in the past. This includes call data (duration, efficiency, and agent performance) as well as customer data, and anything derived from the two (like revenue
per customer, for example). See REAL-TIME DATA.
HIT RATE The percentage of matches a lookup service makes when trying to find
phone numbers (or other information) for lists of names and/or addresses.
HOLD To temporarily leave a phone call without disconnecting it. You can return to the
call at any time, sometimes from other extensions. While the terms on hold and in
queue are in many ways interchangeable, putting a call on hold infers a passive state.
Its already routed and waiting to be activated again. When a call is in an ACD queue,
many things are happening to route the call to the next available agent. The call is very
much in play, active, and waiting, merely to be connected to its final destination.
HOLD RECALL A telephone system feature which reminds you periodically that
youve put someone on hold.
HOLDING TANK A queue in which a call is held until it can either use its assigned
route or overflow into the next available route.
HOLDING TIME The total time from the instant you pick up the handset, to dialing
a call, to waiting for it to answer, to speaking on the phone, to hanging up and
replacing the handset in its cradle. You are never billed for holding time. You are
always billed for conversation time which is shorter than holding time. But holding
time is an important figure to know when youre trying to determine how many circuits you need. For you will need sufficient circuits to take care of dialing, etc.
even though youre not being billed for that time.
This is an example of a technology that makes home agents possible. Aspects WinSet for Windows lets
agents use all the features of an Aspect ACD at home. The link is made through an ISDN BRI line or through
two analog telephone lines
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Holding time for inbound calls (the total amount of time they spend on your phone
trunks, even when they are not talking to anybody) is important in planning your
inbound circuits, especially if you are running a large call center that answers tollfree numbers.
HOLD TIME BEFORE DISCONNECT The length of time callers will typically wait
on hold before they hang up in disgust. Most ACDs will keep track of this statistic.
Hold time before disconnect can be lengthened through the use of music or messages on hold. See AVERAGE WAIT TIME.
HOLIDAY FACTOR A historical factor associated with a specific date and multiplied
by the forecast call volume for that data in order to take into account an expected
increase or decrease in the call volume. For example, if on a given day only half the
usual number of calls occur for that day of the week and that time of year, the holiday factor for that date would be .5.
HOOKSWITCH Also called SWITCHHOOK or FLASH HOOK. The place on your telephone instrument where you lay your handset. A hookswitch was originally an electrical on/off switch connected to the hook on which the handset (or receiver) was
hung when the telephone was not in use. The hookswitch is now the little plunger at
the top of most telephones which is pushed down when the handset is resting in its
cradle (on-hook). When the handset is raised, the plunger pops up and the phone
goes off-hook. Momentarily depressing the hookswitch (up to 0.8 of a second) can signal various services such as calling the attendant, conferencing or transferring calls.
HOME AGENT An agent stationed at a remote site (which could be a satellite center, or the persons home) who is fully connected to the call centers switch. The
agent is fully integrated: she shows up on reports and accepts calls exactly the same
way as if she was physically in the center. As far as the switch is concerned, the con-
This is an example of a technology that makes home agents possible. Aspects WinSet for Windows lets
agents use all the features of an Aspect ACD at home. The link is made through an ISDN BRI line or through
two analog telephone lines
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HOST Usually refers to a computer. In an all-computer setup, its the computer that
drives the terminals. In a computer/telephone setup its the computer that does the
processing that directs other devices in the network (for example, it routes calls
using a database) or has the information that can be accessed by other devices.
HOT CUT Also known as a flash cut. A hot cut is the instant swap from an old telephone system to a new one. The new system is added to the circuit as soon as the
old one is removed. This method of cutover is fast, but very risky. The more conservative method is the parallel cut, where the two systems run side by side for a
month or so.
HOT SITE An alternative location used for disaster recovery purposes. What makes
the site hot and not standby or merely alternative is the fact that it is maintained so it is always ready to go at an instants notice. For example, a data storage
hot site would have a reasonably close version of all your current data available for
backup downloads or to run your systems from if you have a major crash. A telecom hot site would be programmed with all your toll-free numbers and any other
needed info. A complete call center hot site would be ready for agents to walk in
and start making calls. (Or it may already be staffed with agents, in the case of a
service bureau. A service bureau hot site would be ready to roll with all your current data and applications instantly, or almost instantly.)
HOT-SWAPPABLE When a component of piece of hardware is hot-swappable, it
means that you can unplug that component and replace it while the unit is still running. Things that can be hot-swapped include disk drives, power supplies, basically anything the system can live without.
HOTLINE A list segment that contains the most recent buyers. The theory is someone who has just bought something by mail or phone is likely to do it again. The list
should specify how long ago its members last bought something. Common lists are
one month hotline, six month hotline and one year hotline. The conventional wisdom is the more recently the people on the list last bought something, the hotter they are.
Not to be confused with the term for a dedicated line or dedicated transmission link
between two locations, which was never to our knowledge used by telecom or call
center people. These days hotline is more often used for a telephone number
dedicated to calls of some urgency, for example, a drug abuse hotline. Not a technical term, but of some importance since calls to these numbers are almost always
answered by a call center of some kind.
HOUSE LIST Your most important list. It is the list your own company has accumulated of its customers. It may include only current customers, or there may be a sec91
tion for expires, or past customers. Any list generated in-house is more valuable
than a list you can buy. Not only is it free, but it includes your most likely prospects.
Its hard to believe, but not all companies keep a house list. Other companies let their
house list get out dated or let the last person who understood the database management system leave before the information is extracted into usable form.
Clean your house list often. Use it often. Make sure it stays in good shape. It is a
valuable resource for any company that does business by telephone.
HUNDRED CALL SECONDS Known by the initials CCS where C is the Roman numeral for hundred. One CCS is 36 times the traffic expressed in Erlangs. See CCS.
HUNT Refers to the progress of a call reaching a group of lines. The call will try the
first line of the group. If that line is busy, it will try the second line, then it will hunt
to the third, etc. See also HUNT GROUP.
HUNT GROUP A series of telephone lines organized in such a way that if the first
line is busy then the next line is hunted and so on until a free line is found. Often
this arrangement is used on a group of incoming lines. Hunt groups may start with
one trunk and hunt downwards. They may start randomly and hunt in clockwise
circles. They may start randomly and hunt in counter-clockwise circles.
HYBRID TELEPHONE SYSTEM A telephone system that has some of the features
of a PBX and some of the features of a key system. As a general (but not strict) rule,
a hybrid is a smaller telephone system with a least cost routing (LCR) feature. It may
also have some other advanced features that are usually found only in PBXs. Some
manufacturers strive for hybrid status for their small PBXs because some (OK,
maybe one) local telephone companies charge more for PBX lines than they do
for key or hybrid system lines.
HYPERTEXT Also called hypermedia, especially when pictures are involved.
Hypertext lets you create your own path through written, visual or audio information stored on a computer. Certain aspects of the file will be highlighted, indicating
there is more information on the subject. When you select a highlighted item, the
system leads you to, more information on the selected word, schematic for the axle
you clicked on or a picture of the word you selected. Its a popular and useful way
to organize technical information for help desk personnel. These days, most people
are familiar with it from Internet applications, which let you jump to another page
or even another site by clicking on the underlined text.
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ICP Intelligent Call Processing. The ability of the latest ACDs to intelligently route
calls based on several pieces of information, including: information provided by the
caller, a database on callers and system parameters within the ACD such as call volumes within agent groups, and number of agents available.
IDLE Not busy. Sitting around waiting to handle a call. Used to describe a telephone or telephone agent in a call center.
IN-BAND SIGNALLING A method of controlling information in a telecommunications
network by using tones or other signals carried within the same band or channel as the
information being carried. For example, in a telephone call, tones can be used to control the transmission, receipt and disconnection of the call. If you have ever had a voice
mail system cut you off while you were leaving a message (after about three seconds),
then you have experienced one of the drawbacks of in-band signaling. Your voice imitated the tone used by the voice mail system to signal disconnect.
INBOUND In this dictionary, a term used to describe calls. Inbound calls are made
by other people to your company. From your point of view (or the point of view of
your company), they are calls arriving, or coming in, hence inbound.
INBOUND WATS Once this was telecom-speak for 800 or toll free service. The term
has fallen out of use except for some old- timers, including former AT&T employees. With inbound WATS service, your callers dial a number with a special area
code (800, 888 or 877) and the call is charged to your business, instead of to your
callers. Ever wonder why some companies have two 800 numbers, one for instate
and one for out-of-state? (We dont think youll see this with 888 or 877 numbers.)
Or why they dont have a toll-free number for instate calls at all? Its because in the
old days WATS was strictly a long distance service that used bands of states and
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those bands didnt include your home state, you had to arrange that separately.
Now things have changed and you can get one phone number for your home state
and all the other states too. See TOLL FREE SERVICE.
INCUMBENT CARRIER A term used to refer to a national carrier that formerly had
a monopoly, but now has competition. It is expected that the carrier will have some
advantage in a competitive marketplace since everyone in that country is already
familiar with its services. In the United States in 1984, AT&T was the incumbent
carrier. Now that telecom competition is being introduced to the rest of the world
there are lots of incumbent carriers all over the place. See NATIONAL CARRIER.
INFERENCE ENGINE The Artificial Intelligence heart of a knowledge base system.
The inference engine is the technology which directs the reasoning process. The
inference engine contains the general problem-solving knowledge such as how to
interact with the user and how to make the best use of the domain information.
INFORMATION APPLIANCE A colloquial term that doesnt actually mean anything in a call center context. Windows Sources defines it this way: A type of
future home or office device that can transmit to or plug into common public or private networks. Envisioned is a digital highway, like telephone and electrical
power networks. We have, however, seen it used to describe the modern ACD by
people trying to make the point that the ACD is not a piece of isolated dumb hardware, but rather an open, network-spanning piece of futuristic technology.
INFORMAL CALL CENTER A term for a group of people who receive or make a lot
of calls, but who are not organized as a call center. An example is a group of stockbrokers. They dont call themselves agents, they may not wear headsets, they dont
use an ACD, but their group has many of the same problems and goals as a formal call.
INFORMATION PROVIDER A person or company that creates the programming for
any on-line service, from Internet services to pay-per-call 900 service. The idea is
for the information provider to make money by providing this service. In the telephone version, the provider uses a 900, 976 or 970 code, which signals the caller
that a premium will be charged for the call to cover the cost of the information provided. This information can be the weather, technical support for a computer, or
even phone sex. The charges then appear on the callers telephone bill.
INQUIRY When a potential customer calls, writes or comes to your office and asks
for information on your product or service.
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INTEGRATED ACD/PBX A phone system with enhanced call routing features like
those found in standalone ACDs. They are particularly attractive for sites with
fewer than 50 agent stations, but they can be much larger. They also offer the
opportunity for small centers to expand. Several large PBXs with very sophisticated ACD features are used in inbound call centers as frequently as stand- alone
ACDs are. One such PBX is Lucents Definity G3.
call center applications they enable. These systems float between layers of technology like the oil in your cars engine.
High-performance switches for call centers are now so open that its possible to mix
and match add-on software for virtually any vertical or horizontal feature preference
without sacrificing switch performance. Middlewares most recent role is to stand
between the front office call center apps and the back-end databases, in coordination
with the switch, to integrate all the current systems into one common environment.
This is what is meant by inter-application automation: functioning as the data conduit between systems by different vendors. This pipeline is, in fact, a way of connecting not just varying pieces of technology, but two diverse business realms: the inside
of the call center and the rest of the organization. They speak different languages and
work with different kinds of information, but their mission is intricately tied together.
INTERACTIVE VOICE RESPONSE IVR. There are several ways to think about
interactive voice response, or IVR as it is more commonly known. The most popuAnswer
Greeting
and
Instruction
PIN #?
Valid?
Response: 6354
Invalid?
Client #?
Valid?
Enter
Order
Product
Codes and
Quantity
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Response: 14546#
Message: Please enter the quantity desired followed
by the pound key now.
Response: 1#
Message: Your order has been accepted. To place
another order, press 3. To exit the system, press 9.
Another?
Response: 9
Thank You
Terminate
This automated ordering system runs on a Dytel IVR system. On the left, the flow of a call through the
system. On the right, what the caller hears. Automated ordering is just one of may IVR applications
lar among IVR gurus is a telephone interface to a computer system. That is, a system that is stuck on the front end of a computer system that lets you enter information from that system either through a telephone keypad or the spoken word. You
receive information through the system through a recorded (and digitized) voice or
a synthesized voice. (In some cases you may receive information through fax, or
even information on a special screen attached to your telephone.)
Whatever you can do with a computer, you can do with IVR, although there are some
limitations. For example, for input, numerical digits are much more simple than any
word or letter because of the easy of using the telephone keypad that way. Voice
recognition, which lets you speak your input, is making great strides, but still has a
limited vocabulary. Output is less limited, although text-to-speech can sometimes
sound clumsy and anything graphic must be sent by fax or other special method.
But the benefits are vast. The telephone is familiar to everyone. It already has a
world-wide network. Accessing information by telephone lets anyone interact with
the computer from anywhere in the world. It also cuts down on the need for agents
especially when repetitive questions and answers are involved. Not only do you
save on personnel costs, but you are more likely to keep the agents you like,
because their job is less boring.
The classic IVR application takes an existing database (for example, bank records
or a freight companys package-tracking system) and makes it available by phone
(or other media, such as fax, e-mail, or DSVD Digital Simultaneous Voice and
Data). IVR gives access to and takes in information, performs record-keeping, and
makes sales, 24 hours a day supplementing or standing in for human personnel.
From bank by phone to find my package, to sell me an airline ticket, to validate my new credit card, IVR is already on the job.
Used as a front-end for an ACD, an IVR system can ask questions (such as, whats
your product serial code?) that help routing and enable more intelligent and
informed call processing (by people or automatic systems). IVR far supersedes more
rudimentary technologies (such as Caller ID) in such applications. Used in place of
traditional on-hold programming, IVR can add interactive value to what would otherwise be wait-time. The latest technology lets your callers play with IVR while
they wait for a live agent, while maintaining their place in the queue. Or choose to
first use the IVR system, then if they need human assistance, a record of their IVR
session appears on the human agents computer screen, allowing the call to proceed
from where it left off.
INTERCEPT RECORDING The recording you hear when your call can not be completed as dialed... or The number you have dialed is not in service or several other
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reasons. The phone company intercepts that call and sends it somewhere. Intercept
Recording is a recording explaining why your call did not reach its destination.
INTERCOM In the most general terms, this refers to any communication between
telephones in the same office or company. You can pick up and dial another extension or you may have a separate system parallel to the office telephone system that
lets the boss buzz for her secretary or lets the secretary announce a call even if
the boss is on the phone.
INTERLATA CALL A call that is placed within one LATA (Local Access Transport
Area) and received in a different LATA. In other words, a long distance call, not a
local call. (Although in some cases, the call does not travel a very long distance.)
INTERMITTENT PROBLEMS Intermittent problems are issues or bugs that come
to light only after systems have been running for some time, or certain infrequently performed sequences of events are performed. Often many thousands of calls
need to be put through before they are discovered. And bugs may only be seen
occasionally, perhaps one of every 100 times something is done. Intermittent problems are among the hardest to find and duplicate.
INTERNAL HELP DESK A customer support call center whose customers are
actually employees of the company running the center. Internal help desks differ
from other centers in several respects. They are often concerned with facilities management and asset tracking, and so their software often includes those modules.
They are also often less well outfitted than external centers; companies have in the
past tended to give internal centers short shrift when it came to resources, though
there are indications this is changing.
it becomes more popular.) Most simply, Internet telephony is sending voice information, or telephone calls, over the Internet, through a PC. There is one huge benefit
of using Internet telephony: the cost. However, there are many small drawbacks.
Why is Internet telephony so cheap? Your recurring costs are only the cost of a local
telephone call (in some places, nothing), plus whatever you pay your Internet service provider (ISP) each month. You (and the person on the other end) also need a
reasonably quick computer, a pretty fast modem, speakers, a sound card, a microphone and some software. (Most PCs have all of that, except the microphone and
the software.) Ideally, you should also have a headset, and for your call center
agents, that may be the easy part.
The reason why we all dont run out and get the microphone and the software and
forget our long distance carriers is the sound quality of Internet telephony. Even
though you access the Internet through telephone lines that can comfortably carry
your voice, so much other stuff is happening on those lines when you access the
Internet that the voice part of the call has to be compressed into a small part of what
that line can carry. That means the call doesnt sound anywhere as good. Add to that
the fact that the Internet deals with high traffic by dropping packets (not a problem
with data), plus the speakerphone-like distortion caused by the microphone and
speakers if you dont use a headset, and you get a telephone call that is difficult to
understand, filled with static and that has delays and gaps of silence long enough to
alter the way you talk on the phone.
In spite of all of this, the sound quality is on par with what a long distance call to
some countries sounds like anyway. Some people who regularly call these countries
find Internet telephony worth the other hassles, since they really dont notice the
difference in sound quality.
And yes, there are other hassles. There is no over-riding Internet telephony standard, and since the voice must be greatly compressed there has to be compatibility
between compression techniques. Some Internet telephony software works with
just about any other Internet telephony software. Others use proprietary techniques
and can only be used between two parties using the same software.
So why might you want to use Internet telephony in your call center? There are a
few good reasons. First, if you want to give Web surfers access to a live agent by
phone, sending the voice over the Internet saves the hassles of making the surfer
disconnect from the Web to get your callback, the long distance costs of that callback
and the general break in the action caused by switching from Web to telephone
handset. The lower voice quality is probably a good trade-off for the convenience.
Also, if your call center makes or receives calls from the far-flung places on the globe,
especially developing countries or former Iron Curtain countries where your callers
are among those with Internet access, Internet telephony might save you money on
regular long distance costs. We cant imagine there are many call centers that meet
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all those criteria, so for now, think of Internet telephony as a good way to talk to your
Web surfing customers, and keep your eyes open for future developments.
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mation on their screens and discuss its contents while making changes all over
one telephone line. Great for technical support centers. Have your techs confer with
experts all over the country, or simply take a look at the customers problem.
Network Access Lets your agents easily access one of your companys databases, even if they dont use it often enough to be on the network. Think of an agent
who only very rarely needs to check a customers credit records before entering a
very large order.
Less Down Time/Cost Savings Moves When a company moves an employee
within an office, there can be hours or days of lost production while a computer terminal and phone set are being installed. In some cases, the terminal is connected
to a network via coaxial cable. ISDN virtually eliminates down time, as well as the
need for coaxial cable.
A key component of ISDN is CCITT Signaling System 7. This is an international
telecommunications standard that does two basic things: First, it removes all phone
signaling from the present network onto a separate packet switched data network,
providing more bandwidth. Second, it broadens the information that is generated
by a call, or call attempt. This information like the phone number of the person
whos calling will significantly broaden the number of useful new services the
ISDN telephone network of tomorrow will be able to deliver.
ISDN comes in several flavors (or services). They are:
1. The 2B+D S interface (also called the T interface). The 2B+D is called the Basic
Rate Interface (BRI). The S interface uses four unshielded normal telephone
wires (two twisted wire pairs) to deliver two Bearer 64,000 bits per second channels and one data signaling channel of 16,000 bits per second. An S-interfaced
phone can be located up to one kilometer from the central office switch driving it.
2. The 2B+D U interface. This U interface delivers the same two 64 kbps bearer channels and one 16 kbps data channel, except that it uses 2-wires (one pair)
and can work at 5 to 10 kilometers from the central office switch driving it. The
U interface is the most common ISDN interface.
3. The 23B+D or 30B+D. This is called the Primary Rate Interface (PRI). At 23B+D, it
is 1.544 megabits per second. At 30B+D, it is 2.048 megabits per second. The first,
23B+D is the standard T-1 line in the U.S. which operates on two pairs. The second 30B+D is the standard T-1 line in Europe, which also operates on two pairs.
4. A standard single line analog phone. A 2500 or a 500 set.
ISDN has been a long time in coming. Some of the frustrations of its unkept promises are reflected in the other definitions for ISDN: I Still Dont Know; It Still Does
Nothing; Improvements Subscribers Dont Need; Im Spending Dollars Now.
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ISG Incoming Service Grouping. A fancy name for hunting or rollover. You receive
many incoming calls. You dont want to miss a call, so you set your phone lines up
to roll over, also called hunt, also called ISG in telephonese. You order five lines in
hunt. The calls come into the first. If the first one is busy, the second rings. If its
busy, the third rings. If theyre all busy, then the caller receives a busy.
There are two types of hunting: sequential and circular. Sequential hunting starts
at the number dialed and ends at the last number in the group. Circular hunting
looks at all the lines in the hunting group, regardless of the starting point. Circular
hunting, according to our understanding, circles only once (though your phone
company may be able to program it to circle a couple of times). The differences
between sequential and circular are subtle. Circular seems to work better for large
groups of numbers.
You dont need consecutive phone numbers to do rollovers. Nowadays you can roll
lines forwards, backwards and jump around. Rollovers are now done with software.
(They used to be done electro-mechanically.)
ISP Internet Service Provider. A company or other organization that provides you
with access to the Internet. You may be a corporation or, well, just yourself. An ISP
does a number of things for you, including storing World Wide Web home pages,
handling your e-mail, and administrative details such as tracking and billing your
connections, and securing user names and passwords. The most important thing an
ISP does is act as a server for your interaction with the Internet.
IT Information Technology. Yet another term for your companys computer department. See MIS.
ITU-T International Telecommunications Union. (We havent been able to find out
what the second T stands for.) This is a United Nations-based organization that
now creates the telecommunications standards that everyone listens to. It has taken
over that role from the CCITT. The ITU started out regulating satellites, and its
prominence in all international telecommunications regulations now is a testament
to the importance of satellites in all aspects of telecommunications. See CCITT.
IVR See INTERACTIVE VOICE RESPONSE.
IXC IntereXchange Carrier. A fancy way of saying long distance carrier.
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JUNK FAX The fax equivalent of junk mail. Its material sent to someones fax
machine that he or she never asked for, and worse, dont want. It should be every
direct marketers goal to avoid junk mail, junk fax and junk phone calls. These customer contacts do not make you friends but they still cost you money, even if its
not a lot of money compared to how much you will make from a potential sale.
Junk fax is probably the worst of the three and is most likely to create an enemy for
life. The recipient of a junk fax is forced to pay for the (very expensive) paper the
message is printed on, and it ties up their machine. Always ask before you send promotional faxes, and try to send them at night, when the machine is likely to be free.
True junk faxes are illegal by federal law. This law says you can only send faxes to
people you have already done business with and must stop sending the faxes if
asked.
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K Short for the metric prefix kilo, meaning thousand. If you make 50K a year, you
make $50,000. In computerese, K is equal to 1024. This is because computers work in
base 2, and 1024 is a power of 2. One kilobyte is equal to 1024 bytes. See MEGABYTE.
K is also used by some telecom types to refer to a K-style handset. See K-STYLE
HANDSET
K-STYLE HANDSET A telephone handset either has a square mouthpiece and earpiece or round ones. Newer phones, as a rule, have the square handsets, called Kstyle. (The round kind is called G-style.) If your headset dealer asks you if you have
an electronic or carbon-based microphone in your telephone, your first clue to
answering this question is the shape of your telephone mouthpiece. If it is square,
chances are excellent the phone has an electronic microphone. If it is round, its carbon-based. Be warned, while the round mouthpieces screw off, the square kind
dont come off at all. See G-STYLE HEADSET.
KEY The physical button on a telephone set. What normal people call a switch,
as in on and off switch, telephone people call a key. A collection of telephone
keys is found on a keypad. See KEYPAD.
KEY PERFORMANCE INDICATOR KPI. Those statistics (and other factors) that are
determined to be most important to figuring out how good a job one of your agents
is doing. The same or other KPIs can be used to figure out how well a group of agents
or the whole call center is doing. For example, you may decide that a friendly tone
of voice, the number of calls answered and the number of complaints or comments
about an agent are the most important factors in how he or she does his job. Those
three things would be your KPIs. Or you might decide the depth of knowledge, number cases closed and average talk time are the KPIs for your center.
KPIs can come from ACD statistics, statistics collected by your applications software, or a supervisors monitoring or work review.
For incoming calls, the phone will ring and a button will flash. Hit the button and
youve got the call. You can pick up any extension that appears on your telephone
just by pressing that button.
In the old days, key systems were for the smallest business and for larger companies who needed some departmental functions behind Centrex or a PBX. With the
advent of Nortels open Norstar key system, a few vendors have jumped in and created sophisticated ACDs or integrated inbound/outbound system using the Norstar
and a PC, making the key system a viable call center technology.
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LDT Longest delay time. An ACD statistic. The longest time any caller waited for
an agent whether the caller abandoned the call or was served by an agent.
LEAD AGENT The first agent in an ACD group. See also AUTOMATIC CALL DISTRIBUTOR.
LEAH The brightest star that shines on earth, according to her mother.
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LEC Local Exchange Carrier. A local phone company, which can be either a Bell
Operating Company (BOC) or an independent (for example, GTE) which provide
local transmission services. Prior to divestiture, the LECs were called telephone
companies or telcos.
LED Light Emitting Diode. A semiconductor diode that emits light when a current is
passed through it. It is used in a lot of applications, from data transmission to readouts
on digital equipment (like watches and calculators). LED technology is also used as a
lower cost substitute for lasers in page printers. LEDs use less power than normal
incandescent light bulbs, but more power than LCDs (Liquid Crystal Displays).
LEGACY SYSTEM A mainframe or minicomputer information system that has been
in place for far longer than everyone would like. The computer (or telephone system) left over from a previous managers reign, which you now have to deal with.
LEGAL HOLIDAY Any holiday for which special wages (time and a half, double
time) are paid to agents who work on that day.
LIBERATION A formerly Nortel line of headsets designed for use with Meridian
telephones and attendant consoles. The Liberation product line includes monaural
and binaural styles. Its now been taken over by GN Netcom.
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answers ask respondents to say how much a statement reflects their point of view,
Strongly agree, somewhat agree, somewhat disagree, strongly disagree. A variation has opposites (like, dislike) at either end, with a series of numbers (0-6) corresponding to the level of like or dislike.
LINE The word line is confusing. In traditional telecom, a line is an electrical path
(two wires) between a phone company central office and a subscriber, usually with
an individual phone number that can be used for incoming and outgoing calls. A
line, in this definition, is the most common type of loop. A line is also a family of
equipment or apparatus designed to provide a variety of styles, a range of sizes, or
a choice of service features. As in product line. The confusion over the word
line starts with an office phone system. Some people believe a line to be the same
animal as a trunk that is the line coming in from the central office to the ACD or
other telephone switch. Other people think a line is an extension, that is the line
from the ACD to the phone on the agents desk.
LINE-POWERED A device, like a telephone, that draws the electrical power it needs
for use from the phone line it is connected to. The advantage, obviously, is that you
can use these devices in places where there is no electrical socket. A small modem,
for example, can be designed to use power from the phone line so you can use it at
a pay phone or other inconvenient spot. Some modems that call themselves linepowered actually use power from both the line and from the computers they connect
to. Headsets are a call center device that can be line powered but usually only if
they are used with a carbon-based phone. The big question then is whether to use
a plug-in power pack (clutters the desk, makes a terrible tangle of wires) or a battery power pack (runs out much too quickly for the average call center agents use).
LINESHARING Using the same phone line for different kinds of transmissions, like
voice and fax, voice, data modem, and answering machines. There are devices (hardware and software) that can watch a line and let calls go through to the intended
recipient. Some work by setting each machine to answer on a different ring number.
Others detect the tone coming from the other end and route the call accordingly.
LIST BUYER The person or company who rents, leases or uses a list even if its
just once. It can also mean someone who actually buys a list, but not usually. See
LIST RENTAL.
LIST CARD Also called a list data card or sheet. This card includes important infor111
LIST SELECTION Criteria used to flag a part of a list. For example, you may rent a
list of fishermen because you are selling a fish finder. The gizmo is very expensive,
so you want a selection based on the monetary value of the last purchase. Youre
only interested in those fishermen who spent more than $300. Thanks to list selection, you now have a smaller, but more responsive group. When buying a list, keep
in mind that the more selective it is, the more expensive it is.
LIST SEQUENCE The order of names on a list. Most lists are in Zip Code order to
make meeting Third Class mail rules easier but this term can refer to any kind
of order in a list. Your call centers list sequence may be by area code, so you can
dial calls in a certain time zone during a specific time period.
LIST SORT What you do to get your list into a specific list sequence.
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LONG DISTANCE Any telephone call to a location outside the local service area.
Also called toll call or trunk call.
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agent has been off the phone. When a call comes in, it is routed to the agent that has
been off the phone the longest. A simple and reliable way to distribute calls equitably. In the modern call center, however, much more sophisticated routing schemes
are possible. See also TOP DOWN, ROUND ROBIN and SKILLS-BASED ROUTING.
LONGEST CALL WAITING A very basic ACD statistic, usually given for each
queue, which shows the amount of time the caller who has been on hold the longest
has been waiting. This statistic is often found on readerboards posted in the call
center, so agents know how fast they should work. Many centers have goals to have
no caller wait longer than 30 seconds or five minutes. When this goal is approached
or exceeded, alarms (visual or audible) go off.
LOOK-UP SERVICES Services that take your list and do one, or more, of the following: matches your list of names, addresses and phone numbers to theirs and spits
out any differences; takes your name (perhaps someone who has moved) and adds
their telephone number or address; takes a name or phone number not in any electronic directory and searches the old fashioned book directories for that name. These
services are closely related to list enhancement, and are often provided by the same
companies. The nuance seems to be list enhancement leans toward psychographic
information and is done by list companies while look-up services stick to the nuts
and bolts and are provided by electronic directory companies. More and more call
centers are using real-time look-up services to match the telephone number of an
incoming call with a name and other information. This feat is called a data dip.
When the telephone goes off-hook, the DC loop is formed. The central office detects
the loop and the fact that it is drawing DC current and stops sending the ringing
voltage. In ground start trunks, ground starting is a handshaking routine that is performed by the central office and the PBX prior to making a phone call. The central
office and the PBX agree to dedicate a path so incoming and outgoing calls cannot
conflict. Here are two questions (and answers) that explain a little more:
How does a PBX check to see if a CO Ground Start trunk has been dedicated?
To see if the trunk has been dedicated, the PBX checks to see if the tip lead is
grounded. An undedicated Ground Start Trunk has an open relay between OV
(ground) and the tip lead connected to the PBX. If the trunk has been dedicated the
CO will close the relay and ground the tip lead.
How does a PBX indicate to the CO that it requires the trunk?
A CO ground start trunk is called by the PBX CO caller circuit. This circuit briefly
grounds the ring lead causing DC current to flow. The CO detects the current flow
and interprets it as a request for service from the PBX.
LOST CALL ATTEMPT A call dialed put not answered at its ultimate destination
due to an equipment shortage or failure in the network.
LOST CALLS CLEARED Traffic engineering assumption used in Erlang C that calls
not satisfied (answered) on the first attempt are held (delayed) in the system until
satisfied.
LOST CALLS HELD Traffic engineering assumption used in Poisson that calls not
satisfied (answered) on the first attempt are held in the phone system for a period
not exceeding the average holding time of all calls.
LOW BATTERY CUTOFF A power protection term. Refers to automatically shutting
off battery power before the batteries discharge beyond safe limits. Without this
feature, batteries can be deep discharged, making them useless.
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M Preferred by list people for the abbreviation for one thousand. It comes from the
Latin word mille (which means thousand). Technical people prefer the abbreviation K which doesnt always mean the same thing.
MAIN DISTRIBUTION FRAME The point at which outside plant cables terminate,
and cross-connections are made to terminal or central office line equipment.
MAKE-BUSY You dont want your call center to use a particular circuit, terminal, or
termination at this time. To make it unavailable, you make it look busy to the circuits that are trying to connect to it.
MANUAL GAIN CONTROL MGC. There are two electronic ways you can control
the transmission of an electronic signal Manual or Automatic Gain Control
(AGC). AGC is an electronic circuit in tape recorders, speakerphones and headphones which is used to maintain volume. AGC is not always a brilliant idea since
it attempts to produce a constant volume level. This means it will try to equalize all
sounds the volume of your voice and, when you stop talking, the circuit static
and/or general room noise which you undoubtedly do not want amplified. When
recording something that you want to sound professional (an auto attendant greeting or a message on hold), it is often better to use manual gain control, which lets
you turn the volume down and up by hand as needs warrant.
MANUAL LOOKUP A telephone number matching technique that enhances lists by
finding phone numbers by having people search through phone books or call directory assistance. It is slower than computer-based lookup, but in many cases, a person will find numbers a computer cant. A good approach to finding the most
matches for a list is to run it through a computer to find the obvious ones (usually
about 50% of a list) and then have a manual service look for the rest.
MARGINAL NAME A name that could or could not go on a list says mail. You may
leave the name on the list to take advantage of a postal discount. Of course, if you
are making telephone calls, this is the name you want to cut to save money.
MARK A name for a man who should know by know that when you are really good,
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you can never get what you deserve in life, or in print. The worlds greatest husband and father.
MASTER FILE The big file that includes all the information you have on other,
smaller files.
MATCH CODE A code you use to select records for processing or remove records
addresses. You may want to take certain addresses, such as prisons, off your list.
You wouldnt want to offer a $5,000 credit limit to someone in prison although
stranger things have happened.
Some companies use a matching algorithm (rather than a code) that doesnt require
direct match to select names or addresses from a list.
MATCHES When using a large list or database, you will often want to augment it with
names, addresses or other information. A match is a correct association of one record
with a piece of data in another database, like finding a phone number for a person.
MAXIMUM QUEUE LENGTH See MQL.
MDU See MESSAGE DISPLAY UNIT.
MEAN TIME BETWEEN FAILURE See MTBF.
MEAN TIME TO ABANDON See MTA.
MEANINGLESS DATA Information gathered from a survey or other market
research effort that cannot be used because it is either corrupted or ambiguous.
Data can be corrupted by errors or by bad interviewing techniques. Ambiguity can
arise from poorly phrased questions, questions that respondents dont understand,
or having too small a sample. If you have a very high percentage who respond
Dont Know or No Answer, you might have a meaningless survey.
MEDIA BLENDING The ability of an ACD to accept and route incoming traffic from
a variety of sources, beginning with standard telephone calls, and expanding outward into IVR, other forms of voice response (including speech recognition), video
kiosks, faxes, e-mails and interactive Web connections. Needless to say, these are
rarely seen all in the same center. Most centers have at most two or three variations
on the standard telephony traffic, but even so, coordinating them and routing them
to the right person in a timely manner is hellishly complicated.
MEDIA CONSOLIDATION The process of bringing customer contact into a call center through a wide variety of channels, including standard telephony, fax, e-mail,
Web hits, even video and other esoteric media. This is perhaps the best term; lets
hope it replaces clunkers like multiple access channels, media blending, the
very horrible media convergence and even the one we invented, customer contact zone to describe the fact that a call to a call center can come in many forms.
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We have to credit Larry Byrd at Quintus for bringing this one to our attention.
MEGACENTER An MCI definition. An MCI facility providing concentrated telemarketing. A megacenter does not handle incoming calls or customer service.
MEMO A free form field used to store descriptive text or comments especially in
sales software. The information in a memo field can be of any length and type.
MERGE A process that
combines information from
two or more files (or fields
within files) to create a new
list. You might draw names
from one list, match them
with phone numbers from
another, and output the
result to a file. A related
process merge/purge
involves searching the
How much time are your callers spending on hold? Find out by using this
database for names or
worksheet, courtesy of On-Hold America.
addresses that should be
removed because they are duplicates or wrong addresses.
MERGE AND PURGE Putting together two or more lists (merging) and eliminating
the duplicate names that result (purging). This process helps eliminate duplicates
when you plan to use several lists for a single campaign. It prevents you from calling the same person twice during the same campaign.
MERLANG A registered trademark of Pipkins, Inc. (St. Louis, MO), Merlang stands
for Modernized Erlang. The company also uses the registered trademark MerlangM for its multiqueue formula. As the name suggests, Merlang is based on the commonly used Erlang formulas (See ERLANG FORMULA), but adds into the formula
busy signals and abandoned calls by taking into account the number of trunks
available and an average time callers will wait for an agent until they abandon the
call. Pipkins calls this average delay to abandon Mean Time to Abandon, which is
admittedly a more precise term.
MESSAGE DISPLAY UNIT MDU. Rockwells term for a standalone device designed
to be centrally located among a pool of console positions for the purpose of displaying operating information, such as supervisor messages and gate status data. In
Rockwells case, it is capable of displaying 17 alphanumeric characters at one time
and scrolling messages of up to 36 characters in length. In other cases, this is called
a readerboard or a display board.
MESSAGE-ON-HOLD A recording played to callers while they wait in an ACD
queue or while they are put on hold by an agent. A message-on-hold fills a number
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of functions. It assures callers that their calls have not been disconnected. It entertains the callers while they wait, so they dont hang up. It prepares callers for the
upcoming transaction, asking them to have credit cards and order numbers ready.
It answers frequently asked questions. (Great for help desks.) It promotes the business, or advertises new products and services.
These days messages-on-hold are almost always played on a digital announcer,
which stores the message on a computer chip after it is recorded or downloaded
from a cassette tape. Your call center can create its own messages-on-hold or it can
hire an outside company which will create the script, provide musical interludes
with copyrights already cleared, hire voice talent to record the message for you, and
professionally record and mix the final product. You can select one, a few or all of
these services from a message-on-hold company.
MIGRATION PATH Today you are a small company, but someday you will be a large
company. Or today you are a big company, but someday you will be huge. What happens when you outgrow your telecommunications or computer equipment?
The manufacturer who is interested in keeping your business as you grow will present you with a migration path. Keep the station sets but add a new central unit.
Keep the hardware but upgrade the software. Add new modules and serve more
users. Or maybe just buy the next product in the line.
The best migration path is the one that lets you keep all or most of your old stuff
and just add more as you need it. A bad migration path will have you junking the
whole system and buying from another manufacturer.
MIS Management Information System. A fancy way of saying computer, or sometimes data processing. Your companys MIS department is the department in charge
of computers, software and peripherals. A call center manager should have an excellent relationship with the MIS department. Some call centers have one or more MIS
people dedicated to the center itself. These people make changes to call center software when needed, and do adds, moves and changes in computer equipment for
agents and administrators. Some ACD manufacturers refer to the data cranked out
by the switch, and your method of manipulating that data as MIS. Universities also
have MIS departments, but there it stands for Management Information Science.
MIS REPORTS The collated information about calling patterns in a call center generated by an ACD. They will usually include a breakdown of call volume per campaign,
per agent group, or even per agent. They can also track data on trunk usage, peak calling times, and the number of times the volume passed the acceptable threshold.
MODULAR JACK This is the receptacle for a modular plug. RJ-11 is the technical name for the common plastic gizmo that can hold up to six wires and allows you
connect and disconnect telephone gadgets with the flick of the plastic prong on the
top or bottom.
Unplug your phone at home and chances are youll see just two wires (red and
green) housed in the plug. At work you may find two, four or even six wires in there
depending on the sophistication of the phone system and what is being carried to
your telephone.
If a device advertises it connects with a modular jack (or plug) what they are telling
you is that it is easy to install and you probably wont need any extra hardware to
plug the thing in.
or the customers whole buying history in terms of dollars and cents. An average may also
be available for the whole list. A very important criteria to consider when renting a list.
MONITOR To listen in on a conversation to evaluate the quality of the agents interaction with the customer. Conversations may be monitored for politeness, clearness
of diction, accuracy of information or adherence to a script. In many call centers,
monitoring is the most important method for evaluating agent performance.
Monitoring can be performed in several ways. A supervisor can walk up to an agent
station and plug an additional headset into the telephone (if there is a jack for this
purpose). The agent is well aware of being monitored and the supervisor may be
squeezed into a cubicle with the agent. Some systems let the supervisor select an
agent for monitoring from a supervisory station set or terminal. There are also systems which allow you to record agent conversations for review later.
Federal legislation has been pending for years that would eliminate monitoring as
we know it. (That is, monitoring when the agent is unaware of being monitoring.)
This legislation has been brought forth by directory assistance operators and long
distance service operators, who have a very powerful union. Getting federal legislators to understand the difference between these operators and the average call
center agent has been a huge task for lobbyists for various call center trade groups.
For the time being, it is an excellent idea to have all your agents sign an agreement
that shows they understand that having their business telephone calls monitored is
part of their job. Make company policies about personal calls during working hours
clear. Tell supervisors that they should disconnect from an agents personal calls
immediately, even if that call is in violation of company policy. Review call evaluations with agents promptly. Have an established criteria for call quality that agents
are aware of before their first call evaluation.
MPEG Motion Picture Experts Group or Moving Pictures Expert Group. A format for
compressing and storing full-motion video very similar to the familiar JPEG format
used to store still images, especially for Internet use. There are two versions.
MPEG-1 is for computer games and such. MPEG-2 is for broadcast quality video
applications such as video conferencing. Important if you are interested in offering
your customers information by video, whether that is a video conference with an
agent or pre-recorded video information.
MQL Maximum queue length. The largest number of calls waiting at one time for
an agent group or split.
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MTA Mean Time to Abandon. A term used by Pipkins, Inc. that means much the
same as the more widely used average delay to abandon or ADA. The Pipkins
term is more exact, giving you the type of average used (the mean). Both terms can
be defined as how much time, on average, your callers are willing to wait for the
next available agent before they hang up.
MTBF Mean Time Between Failures. How long it takes in laboratory tests (on average) for the thing to break down or glitch. Always expressed in a unit of time that
makes it seem as though the device will never break down in your lifetime (such as
millions of seconds). Quickly convert to a unit of time that has some meaning (days,
months, years) before you allow yourself to be impressed.
MULTILINGUAL AGENTS Agents who have the ability to speak and handle
calls in more than one language.
MULTIMEDIA In most call centers, a marketing campaign that uses more than one
sales or advertising medium. For example, you could combine direct mail with
telemarketing for a multimedia sales effort. Or advertise in print, on television and
on radio for multimedia advertising. Multimedia is also used for a computer or software that is capable of handling text, images and recorded sound. Last but not
least, multimedia is being used by some consultants and market research companies to describe using many different types of technologies (computers, telephones,
fax, etc.) within a single business unit. They use it as a catch-all phrase which
includes call centers.
MULTIPLE OUTBOUND CALLING CAMPAIGNS A single call center can run more
than one sales or promotional campaign. Many predictive dialers can separate
agents into groups and feed them calls placed from different lists of numbers, and
still track their progress for reporting purposes. (Much the same thing can be done
for inbound, with ACDs.)
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clearance from the musicians rights clearing houses, ASCAP and BMI, or to play a
mix of music and messages on hold that are recorded specifically for your company. See MESSAGES-ON-HOLD.
MUTE A feature which disconnects the headset microphone so that side conversations (assistance from another agent or supervisor), sneezes or coughs wont be
heard by the party on the other side of the line.
MVIP Multi-Vendor Integration Protocol. MVIP is a family of standards to let telephony products from different vendors inter-operate within a computer or group of
computers. It lets product and application developers put printed circuit cards from
different manufacturers (often performing different functions like fax, voice processing and voice recognition) into the same computer or system of computers and
have them all work together.
The MVIP Bus was defined by Natural MicroSystems, Natick, MA with assistance
from Mitel, Promptus Communications and Rhetorex as a vendor-independent means
of connecting telephony devices within a computer chassis. MVIP was introduced by
a seven company group in 1990 and has been distributed by Natural MicroSystems,
Mitel and NTT International (part of the Japanese telephone company).
MVIP now has several hundred participating companies including companies manufacturing telephone line interfaces, voice boards, FAX boards, video codecs, data
multiplexers and LAN/WAN interfaces. MVIP now has its own trade association
the Global Organization for MVIP, which develops extensions such as higher-level
application programming interfaces and multi-chassis switching.
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NAP Network Action Point. An AT&T term describing the switching point through
which a call is processed. The NAP switches the call based on routing instructions
received from the Network Control Point.
NASC Number Administration and Service Center. The organization that administers toll-free number assignments and the national toll-free number database. Right
now the NASC is a division of BellCore, with administrative help from a division of
Lockheed.
NATIONAL CARRIER Once upon a time (before 1984) the USA had a national telephone carrier known as the Bell System. The law of the land said only AT&T and the
Bell System could carry telephone traffic in the United States, with very few exceptions and even fewer exceptions that werent at the convenience of the Bell System.
The USA no longer has a national telephone carrier, but many other countries
around the world do. Even when deregulation and liberalization are introduced (as
they have been in Europe), as long as a carrier gets some special benefit from national law, you can consider it a national carrier. As the transition to a competitive marketplace occurs, you can call the national carrier the incumbent carrier.
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NATIVE SIGNAL PROCESSING The concept of using the spare processing power
on general purpose microprocessors (found in PCs and often made by Intel) to perform the manipulation of digital signals (echo cancellation, call progress monitoring, voice processing) that is usually done by a specialized microprocessor called a
digital signal processor (DSP).
NCC Network Control Center. A central location on a network where remote diagnostics and network management are controlled.
NCH Number of calls handled. An ACD statistic. A count of all calls handled by a
position.
NCOA (NATIONAL CHANGE OF ADDRESS) SERVICE A program of the US Postal
Service that provides information on changes of address on a national level.
Running a list against this data is a big task. Most companies hire a service bureau
to do it for them.
NCR Was once National Cash Register, which got swallowed up by AT&T who
wanted a better computer business, although NCR was best known for its automatic
teller machines (ATMs). It was spit out again in 1995 when AT&T broke up (again).
NCR is the computer part of what used to be AT&T. See AT&T and LUCENT.
NET STAFFING The actual number of agents in a call center minus the required
number of agents in a given period. Net staffing that is positive indicates overstaffing; net staffing that is negative, understaffing.
NET STAFFING MATRIX A report that shows the actual number of agents,
required number of agents, and net staffing for each period of a given day.
NETWORK A network ties things together. Computer networks connect all types of
computers and computer related things terminals, printers, etc. A network can
cover the entire country, as does the Public Switch Telephone Network, or just a few
hundred feet, such as a Local Area Network. Networks are not limited to the call
center industry (although they are certainly vital within it). There are train networks
and networks of scientists consulting on a cure for cancer.
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NETWORK ACD Network ACD lets ACD agent groups, at different locations
(nodes), service calls over the network independent of where the call first entered
the network. NACD uses ISDN D-channel messaging to exchange information
between nodes.
NETWORK INTERQUEUE Software from Aspect Communications that enables
users to network and operate multiple remote call centers as a single site.
NEURAL NETWORK A massively parallel computer network that mimics the
human brain. It has the ability to learn patterns in and relationships between data.
A form of artificial intelligence that is often used in problem resolution software.
NHLD Number of calls held. An ACD statistic. The number of calls that waited for
a certain amount of time (you decide how long, usually in seconds) before being
connected to an agent (or hanging up).
NIGHT SERVICE An ACD feature that allows you to specify some alternate performance parameters for after-hours calls. That could be the playing of a particular
message telling people when to call back, or it could be a table of alternate routing
plans sending calls to another center.
NNX A three-digit code that used to identify the local central office. Today the second digit can be any number from 0 to 9.
NOC Number of out calls. A call center statistic. The number of outgoing calls
made. Also, Networks Operations Center, a group which is responsible for the dayto-day care and feeding of a network. Your long distance carrier probably has one.
NOISE CANCELLING Headset manufactures have long sought to reduce the background noise transmitted via headsets. One approach is the use of noise cancelling
microphones. These microphones consist of two separate microphones, one directed at the headset users mouth, the other in the opposite direction. The room side
element will pick up ambient room noise along with some ambient user sound. The
microphone directed at the user will receive the same amount of ambient room
noise as the other microphone, but a much greater amplitude of the users voice.
Both signals are then transmitted to the amplifier. At this point, signals common to
both microphones are cancelled out. What remains is the extra voice signals
received by the user side microphone. This signal is then amplified and transmitted
to the party on the receiving end of the call. This approach has one drawback. It
demands perfect microphone positioning, because without it, the headset users
voice is cancelled. The technology works well with highly-trained people such as
pilots, astronauts, and military personnel, but can be difficult to implement in the
office environment where less skilled personnel struggle to properly position sensitive microphones. Headset manufacturers compromised by using noise cancelling
microphones with more limited capabilities but that were easier to use.
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A second approach to noise reduction is the use of voice switching technology. This
technique only allows the microphone to transmit when volume reaches a predetermined level. When the headset user is not talking, or is pausing during the conversation, no sound is transmitted. When the headset user speaks at a normal level,
the microphone is live and will transmit in a normal fashion. This approach also
has it drawbacks. When the microphone is live it picks up not only the voice of
the person using the headset, but any and all background noise. Voice switching
helps the headset user hear what is being said more clearly, but does little to help
the person to whom they are talking.
As a solution, some headset manufacturers have merged the two technologies. By
using a noise cancelling microphone and voice switching, they achieve near perfect
noise reduction. Each manufacturer offers noise cancelling technology on some of
their headsets.
Noise cancelling is important in a telephone call center. In a large center, as room
noise rises, agents speak louder. For those employees, noise is more than just an
inconvenience, or a black spot on a professional image, it directly affects productivity. When conversations must be repeated, call durations increase. Multiply this
by enough calls, and staffing and equipment must also be increased. The above
information from headset distributor, CommuniTech.
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800, 822, 833, 844, 855, 866, 877 and 888 are reserved for current and future tollfree (or In-WATS) use
900 Pay-per-call services
911 Local emergency services
NTH NAME SELECTION Lets say you wanted to sample a list. How would you
pull the names? One of the simplest methods would be to select every tenth or
34th name. This technique is called Nth name selection. N is the number
you choose.
NUMBER ADMINISTRATION AND SERVICE CENTER See NASC.
NUISANCE CALLS Automated dialers often place more phone calls than there are
agents to handle them. This is because the dialer is trying to screen out the unproductive calls and make sure the agent is always talking to someone, not waiting.
But the dialers dont always guess right, and sometimes calls are placed that get
through, and nobody is one the other end. Those are the Hello? Hello? calls
everybody hates nuisance calls. With predictive dialers, the nuisance call rate
can be reduced to as low as 1%. Call center managers have to set a balance
between how productive they want their agents to be and how high is the acceptable nuisance level.
NXX N represents any digit from 2 to 9 and X is any digit. This represents the numbering scheme for both the area code (first three digits in a ten-digit, long distance,
telephone number) and the exchange or central office code (the second three digits in the same number). The telephone network tells the difference between the
two by the 1 or 0 dialed before the number that shows it is a long distance call.
(Which is why neither can have a 0 or a 1 as its first digit.)
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OAI Open Application Interface. An opening in a telephone system that lets you
link a computer to that phone system. It lets the computer command the phone system to answer, delay, switch, hold etc. calls.
Typical applications include simultaneous data file and call delivery (such as in a
call center where a client record is pulled up with ANI and delivered along with the
call), message desks where a single telephone switch serves more than one company and predictive dialing. Also known as switch-to-host interface and, when the
telephone switch is a PBX, PHI, PBX-Host Interface.
In the early 1990s, OAI was an important concept through the telecom industry, but
it is particularly important to call centers. Among the first OAI applications were
call center applications. The economy of scale in large call centers, where shaving
a few seconds of each call results in thousands or millions of dollars in savings, provided the first market of OAI applications. That economy of scale continues to make
OAI applications attractive to call centers of all kinds.
Before OAI the link between the
telephone system and the computer system was the agent, sitting at a desk with a workstation
and a station set. And it certainly
seems that every call center
application requires access to a
database. The old way was pretty
hard on the agent, and wasted
time. With OAI the computer system and the telephone system are
tied together for the benefit of the
agent. Agents work more effectively and serve customers better.
The parts of this very basic OAI system are interchangeable.
The PBX/ACD could be a predictive dialer, a PBX, an ACD or
even a key system. The computer can be a mainframe, a minicomputer or any type of LAN. The database could include
account information, order processing info, sales info or just
about any other data.
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buy a package created for your niche by a developer. Your call center is unique.
Call center managers are constantly tweaking their technology. OAI allowed the
wealth of apps we now have at our disposal to be created in the first place.
OBJECTIONS When a salesperson asks a prospect for an order the prospect may say
no. All good (and even most not so good) salespeople then ask Why not? The reasons the prospect gives (real or imaginary) for not buying are his or her objections.
OCC An abbreviation for occupancy. Used in ACD reports to show the percentage
of time agents are at their stations and ready to receive calls. Also see OTHER
COMMON CARRIER.
OCCUPANCY The percentage of the scheduled work time that employees are actually handling calls or after-call wrap-up work, as opposed to waiting for calls. The
amount of time your agents are sitting in their seats, handling calls and doing follow-up work. The percentage itself is often known as the occupancy rate. The
term is also used for switches and circuits in addition to agents. Occupancy is the
time a circuit or a switch is in use.
OCDD On-line Call Detail Data. An AT&T method of accessing ANI (Automatic
Number Identification) information from their computer within 48 hours after
receiving the telephone call.
OCTOTHORPE An extremely obscure term for the character at the bottom right of
your touchtone keypad, which is also known as the pound sign or the number
sign. Some phone systems use it to represent no, others to represent yes. It is
commonly used for special functions in telephone systems, voice processing systems and long distance telephone networks.
order. The term off-hook originated when the early handsets were actually suspended from a metal hook on the phone. Some phones have autodialers in them.
Lifting the phone signals the phone to dial that one number. An example is a phone
without a dial at an airport, which automatically dials the local taxi company. All
this by simply lifting the handset at one end going off-hook.
OFF-NETWORK In this term network usually refers to a private, corporate network or a long distance network. If you use a small long distance company you are
charged a different rate for calls that are off-network. A call to Illinois would be offnetwork if your long distance company serves mostly or only Michigan. (These
types of long distance companies do exist.) If your corporate network links major
company locations, anything outside those locations would be off-network. Offnet calls are more expensive than network calls.
OFF-PEAK Times outside a call centers busy, or peak, periods. Often centers will
have different procedures for handling off-peak calls. Breaks may be scheduled
only for off-peak times, call flows may be changed completely, or calls may be routed to a voice processing system.
Off-peak is also the after-business-hours period in which telephone carriers offer
lower rates. If you do outbound telemarketing to consumers, you get to take advantage of these rates by calling your prospects at home during off-peak hours.
OFF-THE-SHELF Usually used for software, but sometimes also used to describe
other call center systems. It is a system that is not customized, but sold to all comers as-is. You do any possible customization yourself.
OFFER SCRIPT A term for campaign-specific text that appears on the agents
screen, guiding them through the transaction.
OFFERED CALL A call that is received by the ACD. Offered calls are then either
answered by an employee (handled) or abandoned. Another meaning for offered call
is a call that is presented to a trunk or group of trunks. See TRAFFIC ENGINEERING.
OFFERED-TO-SWITCH The ACD that gets the call sent by the offering switch for
possible handling.
OFFERING SWITCH A term that refers to an ACD that offers an arriving call
to another ACD for possible handling. The offering switch does NOT give up
control of the arriving call unless the offered-to switch indicates that it can
handle the call.
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ON-HOOK DIALING Allows a caller to dial a call without lifting the handset. The
caller can listen to the progress of the call over the phones built-in speaker. When
you hear the called person answers, you can pick up the handset and speak or continue to use the speakerphone.
ONE WAY TRADE A schedule trade in which only one employee is working the
others schedule.
OPEN NETWORK ARCHITECTURE ONA. The FCCs idea to promote value-added telephone services (voice mail, electronic mail, shopping by phone) without creating a
monopolistic mess is called ONA Open Network Architecture. Under this concept, the
telephone companies are obliged to provide a certain class of service to their own internal value-added divisions and the SAME class of service to nonaffiliated (that is outside)
valued-added companies. The concept is that the phone companys architecture is to be
open and that everyone and anyone can gain access to it on equal footing.
ONA requirements were imposed on GTE in early 1994. Subsequent FCC orders
have substantially reduced the applicability of unbundling and other aspects of
ONA on AT&T. Currently, AT&T is not directly subject to ONA requirements, but is
subject to Comparatively Efficient Interconnection (CEI) requirements. (Visit
www.fcc.gov if you want to know what that is.)
OPERATING TIME The time required for seizing the line, dialing the call and waiting for the connection to be established.
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OPERATOR A term used by the general public interchangeably with the term
agent or receptionist. In the telecommunications industry, operator is generally reserved for employees of a telephone carrier. They offer directory assistance
and other special services. The person who answers the telephone for a business is
an attendant. A person who works in a call center is an agent, a representative
or goes by some specialized name.
OPERATOR SERVICES OS. Any of a variety of telephone services which are
offered through the assistance of an operator, either human or automated.
Automated operators include using interactive voice response and speech recognition. These services include collect calls, third party billed calls and person-to-person calls. There are companies that provide these operator services to smaller long
distance carriers for a fee. One operator service bureau may even provide service
for several carriers. These operator service bureaus are an excellent example of an
inbound call center.
OPERATOR WORKSTATION OWS. The OWS is an advanced voice and data workstation (typically a PC running a flavor of Windows) that streamlines and automates many
of the routine tasks of an operator, thus reducing the amount of time needed for call
handling. Color screens, pop-up windows, one-touch commands, and database look-up
are some of the features that simplify the operators tasks and speed call processing.
OTHER COMMON CARRIER OCC. This is any long distance carrier OTHER than
AT&T. AT&Ts tariffs have been loosened considerably in the last few years, so this
term is becoming less important. Once it was important to note the difference
between AT&T, with its highly restricting tariffs, and its competitors that had much
fewer restrictions. Now the difference is less great and the term is used less. To refer
to all long distance carriers including AT&T IXC (Inter-eXchange Carrier) is used.
OUT OF BAND SIGNALLING A method of controlling information in a telecommunications network using signals that are carried in a band or channel that is separate from the band carrying the information. The information would be, for example, the voices in a telephone call. Out of band signalling is much less prone to tampering than in-band signalling, and allows for many features in-band signalling
cant provide, such as caller identification (receiving your callers phone number
before you pick up the phone). See SIGNALING SYSTEM 7.
OUTBOUND In this dictionary, a term used to describe calls. Outbound calls are made
by your company to other people, off your site. From your point of view (or the point
of view of your company), the are calls leaving, or going out, hence outbound.
OUTDIALING In telemarketing, initiating calls is called outdialing. It can be done
with or without operator supervision, and with a varying degree of technological
supervision. Outdialing is an umbrella term that refers to any of the common dialing methods: preview dialing, predictive dialing, or power dialing.
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OUTDIAL FACILITY A term for a group of trunks available for placing outbound calls by dialing a user-defined access level. Synonyms include trunk
queuing group.
OVERFLOW CALLERS Calls that come in to an ACD that are beyond the capacity
of the available agents. These are three options for these calls: 1) Put them on hold
until someone becomes available, 2) Let them leave a message and call them back,
and 3) Route them to an alternative group of agents.
OVERFLOW CAPABILITY When calls come into a call center via an ACD, they are
routed to an agent (or an agent group) based on the internal call distribution tables
youve preprogrammed. When you get more calls than you have agents, thats
overflow. An ACD can keep those callers on hold until someone becomes available. But if it has overflow capability it can send them to another group of agents
(at another location, or attached to a different campaign).
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OVERFLOW TRAFFIC The part of the offered traffic that is not carried, for example, overflow traffic equals offered traffic minus carried traffic.
OVERLAY Adding information from one list to another list. For example, enhancing your house list with demographic info from a general consumer list. Overlay
also means having one area code designation placed atop another one, as often
happens in cities when landlines get one area code but cellular phones and pagers
get a different one.
OVERLOAD MANAGEMENT A term for handling peak call demands by selectively delaying, degrading or dropping only those portions of traffic flow that are tolerant of those particular types of impairments.
OVERLOAD PROTECTION An uninterruptible power supply (UPS) or power protection term. Refers to automatically shutting the unit off when overloaded to protect against overload damage.
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PABX Private Automatic Branch eXchange. Originally, PBX was the word for a
switch inside a private business (as against one serving the public). PBX means a
Private Branch Exchange. Such a PBX was typically a manual device, requiring
operator assistance to complete a call. Then the PBX went modern (i.e. automatic) and no operator was needed any longer to complete outgoing calls. You could
dial 9. Thus it became a PABX. Eventually, all PBXs acquired these automatic
features and the A became irrelevant. So the PABX is commonly referred to as a
PBX, and PABX is an obsolete term. (See PBX for more information about what they
do and where they fit into the call center.)
PAID HOURS The time that an employee is either on duty- handling calls, doing other
work, in meetings, etc., or on a paid schedule exception, such as an excused absence.
In TCSs TeleCenter System, for example, this is calculated as scheduled hours minus
any unpaid schedule exceptions that occur within those scheduled hours.
PAPM Primary average positions manned. An ACD statistic. The average number
of positions manned within a defined period whose primary job is to answer calls
directed to that group.
PASSIVE BUS ISDN feature which allows up to six terminal devices and two voice
devices (also called telephones) to simultaneously share the same twisted pair, each
being uniquely identifiable to the switched ISDN telephone network. See ISDN.
PASSIVE PROGRAM An entertainment or information program delivered by phone
(usually as part of a pay-per-call service) that doesnt incorporate menus, voice prompts,
or any other interactive choices. It is a plain vanilla call. It is used for promotions that target a fair number of rotary phones. Very similar, if not interchangeable, with audiotex.
PAY-PER-CALL A service that charges the caller for information provided above
the simple cost of the phone call. It refers to 900 numbers (and the local 976 or 540
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versions). Pay- per-call has limited application in the call center, though not for lack
of trying. There have been many attempts in the last decade to create momentum
for business uses of 900. People have tried putting professional services (like
lawyers or tax advice) on a pay-per-call basis, but the response was underwhelming. The problem with 900 is that businesses tend to block access to that code in
their phone systems, putting any service at a disadvantage. Even pay-per-call customer support, which for a time looked like the most promising application, never
really took off. (If you want to have someone pay for support, its easier to take a
credit card and give them an 800 number to call.)
A few years ago, AT&T came out with an interesting twist on pay- per-call called
Vari-A-Bill, which allows a service provider with the proper equipment to change
the cost of a call in mid-stream, letting the provider set up an IVR-like menu of possible options for a caller. Its great for service bureaus that offer pay-per-call as one
of many service options.
PBX Private Branch eXchange. A variety of business phone system. Its a smaller
version of the phone companys larger central office switch. The difference, besides
size, is that you own the PBX, and it sits in your office, not theirs.
The thing that gives a PBX its basic nature is this: users have the ability to dial out by
themselves, without the intervention of an operator to patch the call through for them.
At the time of the Carterfone decision in the summer of 1968, PBXs were electromechanical step-by-step monsters. They were 100% the monopoly of the local phone
company. AT&T was the major manufacturer with over 90% of all the PBXs in the U.S.
GTE was next. But the Carterfone decision allowed anyone to make and sell a PBX.
And the resulting inflow of manufacturers and outflow of innovation caused PBXs to
go through five, six or seven generations depending on which guru you listen to.
By the fall of 1991 PBXs were thoroughly digital, very reliable, and very full featured.
There wasnt much you couldnt do with them. They had oodles of features. You could
combine them and make your company a mini-network. And you could buy electronic phones that made getting to all the features that much easier. Sadly, by the late
1980s the manufacturers seemed to have finished innovating and were into price cutting. As a result, the secondary market in telephone systems was booming.
Fortunately, that isnt the end of the story. For some of the manufacturers in the late
1980s figured that if they opened their PBXs architecture to outside computers, their
customers could realize some significant benefits. (You must remember that up until
this time, PBXs were one of the last remaining special purpose computers that had
totally closed architecture. No one else could program them other than their makers.)
Some of the benefits customers can realize from open architecture include:
Simultaneous voice call and data screen transfer.
Automated dial-outs from computer databases of phone numbers and automatic
transfers to idle operators.
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Which brings us to the call center. When most people think of call centers, they
think of massive rooms filled with people, tied together by a mammoth ACD network and thousands of lines. Thats the popular picture, but its not the whole picture. Small call centers have to start somewhere. Small businesses outnumber large
ones. Small call centers outnumber large ones as well. The fastest, easiest way to
start a call center at your business is to take the people who answer calls, take
orders, call customers, etc., and link them on a data network. Then, add ACD features to your PBX using one of many recently developed software applications, and
you can simulate the big-business look and feel with small-business flexibility.
Building call centers out of souped up PBXs is one of the fastest growing segments
of the call center market.
Those PBX/ACDs may not meet your every call center need, but they can tide you
over, or let you create a departmental center that you can use as a test bed.
PBX/ACD A PBX with automatic call distributor (ACD) features. This arrangement
can work well for smaller call centers. Its also a great way to try out the idea of an
ACD or call center. If your PBX has this feature, use it. You wont have to pay any
more to get it. Just set it up.
An ACD takes a lot of processing power. If your call center grows too large (just
how large will depend on your PBX and a host of other things), the ACD feature can
bog things down for the whole system. Compare to ACD.
PBX PROFILES PBXs do things differently. To make a conference call, one PBXs
phone may put the caller on hold automatically, while another may insist that you
put that person on hold manually and then dial the next person to join the conference call. As Novell in the fall of 1994 attempted to get as many PBXs as possible
to conform to TSAPI, it discovered that PBX features often work very differently. So
it decided to categorize PBXs and their features. They called these PBX profiles.
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The idea was that Profile A would contain the most common, easy-to-integrate-toTSAPI features. B would contain the second most common, etc. Novell also calls
PBX Profiles PBX Driver Profiles.
PC-CENTRIC There are two ways you can organize a computer to control telephone calls on an office telephone system. One way is to join a file server on a local
area network to a phone system. Commands to move calls around are passed from
the desktop PC over the LAN to the server and then to the phone system via the
cable connection between the server and the system. A second way to get a computer to control phone calls is through a connection at the desktop. This is called
the PC-Centric method.
There are two ways you can do this. The first is to join the desktop phone to the
computer with a cable. This is often done through the PCs serial port, connected by
cable to the phones data communications port (if it has one). The second way to be
PC- Centric is by simply replacing the standalone phone with a board that emulates
a phone and dropping it into the PCs bus.
PEAK LOAD A higher than average quantity of traffic. Peak load is usually
expressed as a one-hour period, often the busiest hour of the busiest day of the
year. See BUSY HOUR.
PEAK PERIODS Times when the number of calls coming into a call center is at its
highest level. You can adjust ACDs to respond to peaks by adding more agents to
busy agent groups if you use the MIS reports to track them. Or ACD forecasting
software to predict when those peaks might occur.
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PEG COUNT A raw count of some event. In the call center context, its a count of
the number of calls placed or received at a certain point or over certain lines during a period such as an hour, day or week. A peg count simply tells you how many
calls you made or received. It does not tell you how long they were or where they
went or anything else. In the old days before we had accurate and relatively inexpensive call center management systems, we relied on peg counts to figure out how
many circuits and agents we needed. Because this data was originally maintained
by moving pegs on a board with units of 1s, 10s, 100s, 1000s it became a peg count.
Its rarely, if ever, still used for this purpose.
PENETRATION
1. The number of names actually on a list compared to the total number of names
possible for that list. The trick here is having a good idea what the actual number possible is: some people dont have phones or drivers licenses, for example.
2. In an outbound campaign, the degree to which you have reached (or attempted
to reach) all the names on a given list. That is, if you have a list of 100,000 names,
and your dialer calls 80,000 of them, you have 80% penetration.
peripheral equipment applications processors, because they process specific applications. Some people now call them Adjunct Processors or Outboard Processors.
Other examples of peripherals include voice response units, announcement systems,
message-on- hold players, fax-on-demand servers, and some outdialers.
PERMANENT SHIFT TYPE When using workforce management software to create staff schedules, this is a shift definition that the program gives priority to. It uses
this type of shift definition only as long as no overstaffing results in any intra- day
period. (At which point flexible shift types are used.) When scheduling is done for
more than a week at a time, the permanent schedules are always identical from one
week to the next.
PERSONAL 800 NUMBER Several long distance companies are now offering
Personal 800 numbers, which are basically party line 800 numbers with call routing. The way they work is as follows: You dial a number, e.g. 800-484-1000. A
machine answers with a double beep. You punch in four or five digits on your
touchtone pad. A voice response unit at the other end hears the digits, says Thank
you for using MCI and dials out your long distance number. The per minute
charges are more expensive than normal 800 lines. One company, MCI, is also
offering FOLLOW ME 800 which allows you to change the routing of your personal 800 number instantly with one phone line.
This service (and other new toll free services like it) were partly responsible for the
chain of events that led to carriers hoarding 800 numbers, and ultimately for the
need to create a brand new toll free exchange in 1996 (888) and at least one more
following (877).
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had help from the makers of Capn Crunch cereal, who developed a toy whistle that
happened to do exactly what they needed.) These days people who mess with any
telephone system (there are many now) are lumped in with the computer hackers/crackers. The tradition lives on.
PILOT PROGRAM If you plan to embark on some ambitious new project (launching a new product, say, or testing out a new marketing strategy), using a pilot program can save you headaches. Especially if your program involves your call center.
For example, say you run a bank, and you want to install a new IVR front end,
greeting all your customers and offering them options to deal with their account
questions. Instead of just throwing money at an IVR vendor and saying make it
so, hoping that it will go smoothly and your customers will love it, start small. A
pilot program is where you go to a service bureau and contract for a small test. You
use their IVR system, see how you like it, and see if your customers react well. If it
works, roll it out nationally. If it doesnt, well, you saved yourself a lot of heartache.
PILOT SURVEY A small market research study conducted in advance of the main
survey. It is used on a control group of respondents to fine tune the wording of questions and to knock out any that are superfluous.
PJ-327 A two-prong telephone handset or headset connector for an operator console or ACD agent station.
PLANT TEST NUMBERS Virtually every 800 IN-WATS number has a plant test
number. This is its equivalent seven digit local number, with a standard three-digit
central office exchange code and a four-digit extension.
The purpose of plant test numbers is to allow the telephone company to test the
local part of the incoming 800 number by simply dialing that number. For example,
Miller Freeman has an 800 number 800-LIBRARY (or 800-542-7279). The plant
test number of the first line of that 800-LIBRARY group is 212-206-6870. It is valuable to know the plant test numbers of your incoming WATS lines so you can test
the local loop part of those lines. The local loop part is the part which typically gives
the most problems. It is, unfortunately, the only part of your 800 lines you can test
yourself unless you ask someone (or several people) to call you regularly on your
800 lines, just to test them. You can get plant test numbers out of your local and/or
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your long distance carrier. When they tell you those numbers are not available,
beg a little. They are available and you are entitled to them. Calling plant test numbers costs exactly what a normal long distance IN-WATS call on that line costs. So
keep your test calls short. You should call your plant test numbers once a day.
PLENUM The space between a drop ceiling and the real ceiling. In office buildings
this space is used to circulate air. If you want to run cable in this space it must meet
strict fire resistance standards.
POINT OF PRESENCE (POP) A POP is the place your long distance carrier, called
an IntereXchange Carrier (IXC), terminates your long distance lines just before
those lines are connected to your local phone companys lines or to your own direct
hookup. Each IXC can have multiple POPs within one LATA. All long distance
phone connections go through the POPs.
POINT OF PURCHASE (POP) The retail store or other location where the final customer or end-user buys your product. Sometimes used to refer to the retail shelf or
display where the customer selects the product.
POINT OF SALE (POS) Similar to point of purchase, but is sometimes used to refer
to the cash register or another place where payment is made.
POINT OF SALE TERMINAL A special type of computer terminal which is used to
collect and store retail sales data. This terminal may be connected to a bar code
reader and it may query a central computer for the current price of that item. It may
also contain a device for getting authorizations on credit cards.
POINT OF TERMINATION (POT) The point of demarcation within a customer-designated premises at which the telephone companys responsibility for the provision
of access service ends.
POISSON DISTRIBUTION A mathematical formula named after the French mathematician S.D. Poisson, which indicates the probability of certain events occurring.
It is used in traffic engineering to design telephone networks. It is one method of
figuring out how many trunks you will need in the future based on measurements
of past calls.
Poisson distribution describes how calls react when they encounter blockage (see
QUEUING THEORY for a detailed explanation of blockage). There are two main
formulas used today in traffic engineering: Erlang B and Poisson. The Erlang B formula assumes all blocked calls are cleared. This means they disappear, never to
reappear. The Poisson formula assumes no blocked calls disappear. The user simply redials and redials. If you use the Poisson method of prediction, you will buy
more trunks than if you use Erlang B. Poisson typically overestimates the number
of trunks you will need, while Erlang B typically underestimates the number of
trunks you will need.
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There are other more complex but more accurate ways of figuring trunks, most critically Erlang C (blocked calls delayed or queued) and computer simulation. Poisson
has been used extensively by AT&T to recommend to its customers the number of
trunks they needed. Since AT&T was selling the circuits and preferred its customers
to have excellent service, it made sense to use the Poisson formula. As competition
in long distance has heated up, as circuits have become more costly and as companies have become more cost-sensitive (more aware of their rising phone bills),
Poisson has fallen out of favor.
POTS When you hear a telecommunications person talking about POTS, he or she
is referring to Plain Old Telephone Service. Just dial tone. No features at all. Not
even residential features like call waiting.
POWER CONDITIONING Power conditioning is a generic concept that encompasses all the methods of protecting sensitive hardware against electrical power fluctuations. When electricity leaves a commercial power generating plant, it is very
clean. Unfortunately, nearly all devices connected to power lines and the worst
are things with motors, like elevators, air conditioners, etc. create disturbances
that pollute the power stream.
As power travels through a wire away from the power plant, it picks up more of
these interferences. A pure AC power sine wave appears as a smooth wave. The
height of the wave is measured in volts. The wave starts at zero volts and moves to
the highest point of 120 volts. The wave then cycles through a low point of -120
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volts and back to zero. The speed at which it travels through this cycle is the frequency. Normal frequency in North America is 60 cycles per second (Hz). (In other
places its often 50 cycles per second.) Anything that disrupts this wave can cause
hardware or data problems and needs to be regulated.
Power disturbances can be categorized in several ways. A transient, sometimes
called a spike or surge, is a very short, but extreme, burst of voltage. Noise or static is a smaller change in voltage. And brownouts and blackouts are the temporary
drop in or loss of electrical power. (The terms brownout and blackout are never
used by electrical engineers; they are popularizations that refer to a broad range of
electrical conditions.)
Three types of protection against these three events are available: suppression, isolation, and regulation.
Suppression protects against transients. The most common suppression devices
are surge protectors that include circuitry to prevent excess voltage. Although
manufacturers originally designed surge protectors to prevent large voltage
changes, most have also added circuitry to reduce noise on the line. Isolation protects against noise. Ferro-resonant isolation transformers use a transformer within
the circuitry to envelop the sine wave at a slightly higher and lower voltage. Any
voltage irregularity that extends beyond this envelope is clamped. Isolation transformers are usually expensive.
Regulation protects against brownouts and blackouts. Regulation modifies the
power wave to conform to a nearly pure wave form. The Uninterruptible Power
Supply (UPS) is the most commonly used form of regulation. A UPS comes in two
varieties, on-line and off-line. An on-line UPS actively modifies the power as it
moves through the unit. This is closer to true regulation than the off- line variety. If
a power outage occurs, the unit is already active and continues to provide power.
The on-line UPS is usually more expensive but provides a nearly constant source of
energy during power outages. The off-line UPS monitors the AC line. When power
drops, the UPS is activated. The drawback to this method is the slight lag before the
off-line UPS jumps into action. That lag is getting shorter as electronics improves.
So its rarely a problem any longer.
Because UPS systems are expensive, most companies attach them only to the most
critical devices, such as phone systems, network file servers, routers, and hard disk
subsystems. Attaching a UPS to a local area network file server enables the server
to properly close files and rewrite the system directory to disk. Sadly, most programs
run on the workstation and data stored in their RAM is not saved during a power
outage unless each workstation has its own UPS. If the UPS doesnt have its own
form of surge protection, it is a good idea to install a surge protector to protect the
UPS from transients. Proper use of power conditioning devices greatly reduces telephone system and network maintenance costs. Make sure that proper amperage is
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available for each system and that all outlets are grounded. Power conditioning
devices connected to poorly-grounded outlets offer very little protection.
Studies have shown that total local area network maintenance costs are higher with
line-surge suppressors and ferro-resonant isolation transformers alone, than with
uninterruptible power supplies.
POWER POLE A pole used to run cable (electric, computer and telephone) from the
ceiling to a desktop that does not have a wall or pillar nearby. Most often used in
an open plan office (a big empty room filled with desks or carrels), especially call
centers or data-entry departments.
PRE-QUALIFICATION If a potential customer spends money to respond to a promotion, he or she is considered a pretty good lead. So callers to 900 number promotions are said to be pre- qualified because they are interested in the product
offered despite the cost of getting involved. They qualify themselves. These are the
best customers.
PREDICTIVE DIALER See PREDICTIVE DIALING.
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In this example of how predictive dialing software works, a calling list is programmed into the host for three different campaigns. The dialing server goes to the database and dials for a group of agents on a LAN, sending the
call to the first available agent if it reaches a live voice. If there is no answer or the system gets a busy signal,
the dialing system sends the number back into the database to dial again later.
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failures than expected. In this case the called party will pick up the phone, say hello,
and be hung up on when no agent is available. One of the intricacies of predictive
dialer management is finetuning the aggressiveness of your dialers algorithm.
Predictive dialing has been nothing short of revolutionary in the outbound call center. When operators dial calls manually, the typical talk time is close to 25 minutes
per hour. Most of the rest of that time is non-productive: looking up the next number to dial it; dialing the phone; listening to the rings; dealing with the answering
machine or the busy signal, etc. Predictive dialing takes all that away from the
agents desk and buries it inside the processor.
When working with a predictive dialer, it is possible to push agent performance into
the range of 45 to 50 minutes per hour. Weve heard of centers going as high as 54
minutes per hour. (You cant go higher than that, taking into account post-call wrap
up time.)
There is more to the technology than just the pacing algorithm. Predictive machines
excel at detecting exactly what is on the other end of the phone, including the ability to differentiate a human voice from an answering machine. They typically
decide that the call has reached a person within the first 1/50th of a second the
start of the word hello.
Predictive dialing has always been a software application. It required a great deal of
processing power, so the vendors put their specialized software onto high-powered
computers, most of them with a closed architecture. But the research and development was always geared to better dialing algorithms, more sophisticated call tracking features, and better database management essentially software apps.
What started as a great idea for outbound telemarketing fire out more calls than
necessary to maximize agent productivity became the platform on which software companies continued to refine and develop new features for handling calls.
It was such a good idea that companies in other areas (telemarketing software,
especially) began adding predictive dialing modules to their systems. The logic was
good: if dialing features are mainly software, and powerful generic processors are
available to run them, theres no reason not to create a whole new category of product the PC-based (or at least client/server-based) dialer.
The traditional hardware/dialing vendors are now changing to match. Several of
them have taken their core technologies, enhanced them, and are presenting them
to call centers in a new light. They are creating systems for managing all aspects of
the call flow. They let agents make calls in predictive mode, and receive incoming
calls as well.
They let you connect peripherals like voice response units to their systems. And
some, finally, let you develop applications to sit on top.
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PRIMARY AGENT GROUP An automatic call distributor term: the main set of
agents for which inbound calls are intended. Youd use this term to refer to the
place where calls are supposed to go. When they cant go there (if all agents are
busy), then they pass to secondary and tertiary groups. The decision on when to
pass from primary to secondary depends on the overflow parameters you set.
Different ACD systems label this process differently.
PRIMARY AVERAGE POSITIONS MANNED See PAPM.
PRIMARY RATE INTERFACE (PRI) The ISDN equivalent of a T-1 circuit. A phone
line that provides 23 bearer channels and one data channel running at 1.544
megabits per second and2.048 megabits per second, respectively.
PROBABILITY CODE Some telephone lookup software will show the user a code
that tells him how good a match is, based on the reliability of the sources for the
data used to make the match. That code is expressed as a probability of accuracy.
PROBLEM RESOLUTION ENGINE The component of help desk software that
assists in finding solutions to customer problems. Using input from the customer
(usually filtered through the first line agent) it tries to match the problem as
described with a database of possible fixes. There are many methods of finding the
right answer, none of them perfect, many of them very good.
PRODUCTIVITY In general, a word that means how much work gets done in a certain amount of time. Lately it is being used more frequently instead of the term
occupancy. When you think about it, the word productivity is much more busi-
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ness-like and bottom-line than occupancy, but it probably gives a false impression of the relationship between how much work gets done in a certain amount of
time and how much time an agent spends talking to callers in a certain amount of
time. (If she doesnt take an orders, make any sales or solve any problems, the agent
hasnt been very productive, has she?) We vote for keeping productivity in its
usual English usage and not as a call center term.
PROGRESSIVE DIALING A method of dialing multiple numbers that is more automated than preview dialing, but not by much. The customer record is not displayed
until the number is dialed, giving the agent less time to review it and a shorter period to rest between calls. Also, the agent does not control the sequence of numbers.
See PREVIEW DIALING, PREDICTIVE DIALING.
ENTRY
Problem Detection
Notification
Call Logging
Database Query
ASSIGNMENT
Original Assignment
Assignment Transfer
EVALUATION
Reporting
Corrections
RESOLUTION
Problem Determination
Research & Reference
Problem Tracking
Problem Closure
The concept of problem management behind a problem resolution engine works like this, but not every
system helps you with every segment of the cycle. Some just handle entry and assignment, others handle
all four phases.
PROPRIETARY If something is proprietary it means it will only work with one vendors telephone system. There are many telephones that are proprietary to one telephone system or one manufacturer. These proprietary phones are usually the electronic and multi-line instruments. In a more general sense, you will find many kinds
of proprietary systems in a call center, from certain computer systems to predictive
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dialers proprietary meaning that the manufacturer wont let you hook in anybody
elses peripherals.
PROTOCOL A set of rules governing voice or data communications. They set the
parameters for the machines at each end of the link to stay connected and monitor
such things as file transfers, error correction, and flow control. Protocols can be
either proprietary, meaning that only devices made by the same vendor can talk to
each other; or standard, meaning that one of the national or international governing bodies has codified the rules for transmission of that type. Fax protocols, for
example, are regulated by the International Telecommunications Union (ITU) out of
Geneva. So, for that matter, are most telecom protocols. For more information on
who promulgates what standards, check out www.AlternateTelephony.com.
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and binary zeros are represented by alternating positive and negative pulses. Thats
three encoded signal levels representing two-level binary data.
PSTN Public Switched Telephone Network. When you are home and you call your
best friend, across town or across the country, you are using the Public Switched
Telephone Network or PSTN. The PSTN is the regular old telephone system, which
anyone can use by picking up a telephone. In telecom charts and schematics it is
represented by a cloud. Without private networks and virtual private networks, there
would probably be no use for this term. Private networks, virtual private networks
and dedicated access lines are NOT part of the PSTN. Just about everything else is.
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QUALIFY When dealing with potential customers, the process of separating those
who are likely to buy from those who are not. Essentially qualification involves
comparing a person who has shown an interest in your product or service to a list
of criteria that establishes who you think your customers are.
Some criteria that are used to separate prospects from suspects (as unqualified
prospects are sometimes called) are:
Are they able to pay for the product or service (a high enough income level or
credit background)?
Is the company big enough or have a high enough volume (or small enough as
the case may be) for your product to actually meet their need?
Are they located in an area where your product is sold, or your service offered?
Separating qualified leads from unqualified ones is important. The cost of selling
some products is so high that it becomes like a form of triage, and finding those
most likely to buy is the only way to avoid expensive failure. In a call center, the initial information gatherer is the first line agent, who after qualifying the prospect
would then assign the call to an appropriate senior seller, or handle the tasks of
sending literature to the caller (often through an automated recordkeeping and fulfillment system).
QUALITATIVE DATA Market research information gathered in ways that are less
rigorously scientific than surveys and other quantitative methods. Focus groups are
an example. Companies use them when they need to generate ideas instead of conclusions, says Mark Green of Market Intelligence. One or two very persuasive
people can sway a group, he says Focus groups have a tendency to create ideas
as well as measure them.
QUALITY OF SERVICE Sometimes used as a telephone-carrier equivalent to
SERVICE LEVEL. To a telephone carrier, it means a measure of the telephone service quality provided to a subscriber. Its not easy to define quality of the telephone service. Is the call easy to hear? Is itclear? Is it loud enough, etc.? The state
public service commissions have various measures which they insist phone companies conform to. They tend to be more measurable. They include the longest time
someone should wait after picking up the handset before they receive dial tone
(three seconds in most states).
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QUEUE MANAGEMENT the process by which the switch, or the network, or any decision-making entity, lines up calls (and other transactions like faxes and IVR
requests) and chooses the order in which those transactions occur. Managing the
queue involves a graceful combination of randomness (you never know what the caller
will do), prioritization (some callers may be more important than others, and with the
proper tools in place you can know who they are). and pre-defined choices (for example, calls for service can stay in queue longer that call for sales, or vice versa).
QUEUE SERVICE INTERVAL The maximum length of time a queue will go unsampled.
QUEUED MODE Calls entering an Automatic Call Distribution system wait in a queue
and are presented, one at a time, to the first available agent in the chosen group.
Queuing Theory The study of the behavior of a system that uses queuing, such as
a telephone system. Much of queuing theory derives from the science of Operations
Research (OR). Dr. Leonard Kleinrock has written the authoritative books on the
subject. Here is an explanation of Queuing Theory from James Harry Greens Dow
Jones-Irwin Handbook of Telecommunications.
The most common [telephone] network design method involves modeling the
[phone] network according to principles of queuing theory, which describes how
customers or users behave in a queue. Three variables are considered in network
design. The first is the arrival or input process that describes the way users array
themselves as they arrive to request service...The second variable is the service
process which describes the way users are handled when they are taken from the
queue and admitted into the service providing mechanism. The Third method is the
queue discipline, which describes the way users behave when they encounter
blockage in the network...Three reactions are possible:
Blocked calls held (BCH). When users encounter blockage, they immediately
redial and reenter the queue.
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Blocked calls cleared (BCC). When users encounter blockage, they wait for some
time before redialing.
Blocked calls delayed (BCD). When users encounter blockage. they are placed in
a holding circuit until capacity to serve them is available. See QUEUE.)
Traffic engineers have different formulas or tables to apply, corresponding to the
assumption about how users behave when they encounter blockage. See
ERLANG, POISSON.
Here is another way of looking at the same phenomenon: Queuing theory can be
described as the study of systems in which customers wait in line for service to become
available, the blocked calls delayed condition in telephony (see TRAFFIC ENGINEERING). Although seldom used in designing voice networks (other techniques are
usually more cost-effective), queuing is very important in the design of packet networks where speed of transmission more than offsets the delay of waiting for a transmission facility to become available, and in staffing for Automatic Call Distributors.
QUICK DISCONNECT A snap-apart connection the cord between the headset and
the phone. It lets you make a quick getaway without taking your headset off.
thats important headsets are prone to breakage, and the less manipulation you
do with the headset or the actual phone jack, the longer it will last.
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RAID Redundant Array of Inexpensive Disks. This is a data protection scheme that
involves housing several disk drives in a single chassis, then writing your data over
the array in such a way that if you lose one or more of the drives, you still wont lose
any of the data.
RAISED FLOOR A floor built over the real floor so cable can be run in between. Its
the best way to run cable (computer or telephone) to individual desks in an office
with few walls (like a call center). Its very expensive, though, so some companies
dig a trench into the concrete below the real floor to do the same thing. A raised
floor is also sometimes known as a computer floor.
RAN Recorded ANnouncement. What Nortel calls the ACD recorded announcement feature for its Meridian telephone switch.
RATE CHIP A standard, nonvolatile memory device used to retain database information on call pricing by Area Code and Central Office. Typically used in call
accounting equipment.
RBOC Regional Bell Operating Company. Also known as RBHC, Regional Bell
Holding Company, or Baby Bell. The old Bell System was broken up into seven
RBOCs. Each consisted of one or more Bell Operating Companies (BOCs). For example, Pacific Telesis, an RBOC, consisted of Pacific Bell and Nevada Bell (and several
other companies which are not BOCs). Southwestern Bell is the only RBOC that has
just one BOC also called Southwestern Bell. (This was all done by court order,
thats why its weird.) The other RBOCs were: Nynex, Bell Atlantic, Ameritech, US
West and Bell South. Of those, just a few remain, due to mergers among them. Were
not going to say how many there are right now, because by the time you get this
book into your hand, 1999s telecom merger frenzy should be in full swing.
RBOCs and BOCs are regulated by the FCC (for the moment).
RE-ENGINEERING A term probably invented by Michael Hammer in the JulyAugust, 1990 issue of Harvard Business Review. In that issue, he wrote It is time
to stop paving the cowpaths. Instead of embedding outdated processes in silicon
and software, we should obliterate them and start over. We should re-engineer our
business: use the power of modern information technology to radically redesign our
business processes in order to achieve dramatic improvements in their performance. The term re-engineering now seems to mean taking tasks presently running on mainframes and making them run on file servers running on LANs Local
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Area Networks. The idea is to save money on hardware and make the information
more freely available to more people. More intelligent companies also redesign
their organization to use the now, more-freely available information.
The application to call centers is this: call centers literally are how companies re-engineer themselves. They are the perfect example of how to rethink the most basic element of a companys processes: the relationship with the customer. How do you reach
the customer, and how does she reach you? What information do you use to interact
with that customer? What does that customer expect, and how well do you meet that
expectation? What does it cost you to meet that expectation? How do you find new
customers? In the modern business, all the answers to these fundamental questions
lead through the call center. Its somewhat ironic, then, that call centers didnt figure
in most management thinking ten years ago. Nowadays they are considered so critical to business functions that what goes on in them is often a closely guarded secret.
READERBOARD A screen thats hung up on the wall in a call center, usually made
up of scoreboard-style LED lights, that shows a wide variety of ACD statistics and
other informational messages aimed at agents. Readerboards often pull data directly out of the ACD to show people the length of the queue, for example, or the number of calls waiting. Popular models can display information in multiple colors, and
can use graphics, so that certain threshold alert conditions can be prominently
broadcast throughout a center.
In recent years, readerboards, which are also variously called display boards or
visual information systems, have seen competition from both TV monitors hung up
on walls, and from Internet-based scrolls that can be pushed across the agents
screen like a mini stock ticker. All these types have advantages and disadvantages.
Readerboards are cheap, but you often need several to get them in a place where
every agent has a view. Plus, they actually have to look up to see the data. A TV
can show you more data, in more different colors and formats, but they are more
expensive. And a scrolling or flashing ticker on the screen, now a feature of more
different types of agent desktop software than we can describe, can be a distraction, especially if it has enormous potential for customization (which they almost
always do). People used to be concerned with the amount of screen real estate they
took up, but then monitors got larger, so thats not such a concern anymore.
REAL-TIME ADHERENCE Adherence is a term used to connote whether the people working in the center are doing what theyre meant to be doing. Are they at
work? Are they on break? Are they answering the phone? Are they at lunch? All
these activities are scheduled by workforce management software (also called forecasting software, or call center management software).
If theyre in line, the workers are in adherence. If not, theyre out of adherence.
Some automatic call distributors have a real-time adherence data link which connects the ACD to an external computer which then tracks and displays current ser-
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vice rep activity measured against a pre-defined schedule. The idea is to give call
center supervisors tools to manage the centers workforce more efficiently.
Supervisors are able to define the task, the start time of each task, and the task
duration. In addition, thresholds and ranges of acceptable deviations for the call
center can be set for each task or service rep work state. Once the schedules have
been defined and thresholds set, real-time displays inform the supervisor of discrepancies between the work schedule and actual activity. Service rep information
will automatically appear should their status exceed the threshold, such as someone being on break for too long.
REAL-TIME DATA In a call center reporting system, there are two kinds of information: what happened in the past (historical data) and whats happening now
(real-time). You need them both, for different things. Historical data helps you
project future call volume and staffing needs, among other things. Real-time data,
by contrast, is used for making instant changes in the call centers operation: moving agents from one group to another, canceling break times if call volume is too
high, responding to a n etwork outage or other sudden change.
REBILLER A rebiller, also called a switchless reseller, buys long distance service in
bulk from a long distance company, such as AT&T, and resells that service to smaller users. It typically gets its monthly bill on magnetic tape, then rebills the bulk service to its customers. A rebiller owns no communications facilities switches or
transmission. It has two assets a computer program to rebill the tape and sales
skills to sell its services to end users. The profit it makes comes from the difference
between what it pays the long distance company and what it is able to sell its services at. Its not an easy business to be in, since you are selling a long distance companys services to compete against itself.
RECENCY The date of last purchase or activity for a customer on a list. Or, the
names of those who have made the most recent purchases on a given list. Along
with frequency and monetary value, this is one of the most important things you can
know about a name on a direct response list.
RECORD An entry in a database. A record is a set of related pieces of information,
linked by the format of the database file. For instance, in a database of customers,
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each record would consist of a name, phone number, and address, each in a separate field.
RECORDER WARNING TONE A one-half second burst of 1400 Hz applied to a telephone line every 15 seconds to indicate to the called party that the calling party is
recording the conversation. This tone is required by law to be generated as an integral part of any recording device used for the purpose and is required to be not under
the control of the calling party. The tone is recorded together with the conversation.
RECYCLE A term for the rebuilding of a data file from previously dialed numbers
in which there was no connect.
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REFRESH RATE 1. The rate are which an entire screenful of information is painted on a monitor from top to bottom. The lower the rate (expressed in cycles per second, or hertz) the more flicker the eye will detect. This is a useful stat when you buy
monitors. 2. The rate at which a display of information from an ACD or other
processor is updated on someones screen by software. Agent status statistics, for
example, on a supervisors screen.
RELEASE
1. A call comes into a switchboard. The operator calls you to tell you its for you.
Then he/she releases the call to you. On most switchboards theres a button
labelled RLS. Thats the release button. On some phones (not consoles) the
release button is the hang-up button. Hitting this button means disconnecting
the call. Be careful.
2. The ending of an inbound ACD call by hanging up.
3. The feature key on most ACD instruments labelled Release.
4. A term used in the secondary telecom equipment business. The relinquishing of
a piece of equipment to a purchaser or user upon fulfillment or anticipated fulfillment of contractual obligations, whether written or oral.
REMOTE ACCESS You are not in your office, but you call in and make a change on
your telephone system, voice processing system or computer, usually using the
touch tone keypad on your telephone to enter the commands. This feature is called
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remote access. For example, some automated attendant systems let you call the system from home and change the systems greeting message. If there were an earthquake, you could call in (instead of climbing over the rubble) and change the message to: Due to the earthquake, our office will be closed today...
REMOTE AGENT An agent who works, not in your main center, but at a remote location, a satellite location or at home. Sometimes known as a telecommuter. To truly be
a remote agent and not just someone working by themselves or working in a small
call center, the remote agent must receive calls distributed by the main call center.
There are four ways to achieve this. First, the calls can be routed in the public
switched network (that is, by your long distance, toll-free or local service provider).
Second, calls could be sent to a remote cabinet of your ACD system for further processing. (This is used for remote or satellite locations.) Third, you could use a software-based ACD system and some high bandwidth phone lines to create a virtual
call center. Finally, you can buy an add-on product that will connect remote agents
to your ACD (or other switch) one agent at a time using either two phone lines, one
high bandwidth line or an Internet connection.
The system you choose should return the remote agents call handling information
to the main center so the agent, and the calls handled by that agent, can be properly managed. Customer information can reside locally and be updated in batches
or can come from the main call centers systems along with the call.
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RESTRICTION Phone systems can disallow people or extensions from making certain calls. If theyre not allowed to make long distance calls, this is called toll restriction. See TOLL RESTRICTION. There are other forms of restriction, like being able
to only use the companys internal network.
RETRIAL After failing to complete a call, a person tries again. This is called a retrial. The term is used in traffic engineering. Its critical in figuring needed trunking
capacity. See QUEUING THEORY, POISSON and TRAFFIC ENGINEERING.
REVERSE MATCHING Attaching the name and address to a phone number. Its a
job usually done by a specialized service bureau. Called reverse matching
because the service bureaus started in business by attaching phone numbers to lists
containing names and their addresses. With ANI (Automatic Number
Identification), we get the phone numbers of people calling us. But we dont get
their names and addresses. We need to get this information for many reasons, the
most obvious being that getting this information on-line and fast saves asking the
caller for it and typing all the stuff in. That saves as much as 20 seconds per phone
call. (Multiplied by thousands of calls, that equals enormous savings on phone
costs; far more is saved than is spent on the list matching.) And asking callers fewer
questions about repetitive stuff like phone number, address, city, state, zip means
less data entry time spent, and more time to explain the specials were selling today.
In short, the fewer questions we ask, the less we type and the more stuff we can
sell. Reverse matching can be done instantly on-line via a direct data hookup to a
distant specialized service bureau or it can be done at the end of the month when
we receive our 800 phone bill containing the phone numbers of the people who
called us that month.
RFI Request For Information. Often the first step in the purchasing process for high
tech equipment. A request from a vendor for general information about their product (or products) and services.
RFP Request For Proposal. This is step three in the purchasing request process.
(Unfortunately they dont go in alphabetical order. Step two is the RFQ if you want
to be complete.) This is a formal request made to the last few finalists in a vendor
competition. It details specific requirements for the system in question and asks the
vendors to make a proposal.
The response to the RFP (the pricing and the particulars) is binding on the vendor.
The buyer can sign on the dotted line that is sometimes provided and the response
becomes a binding contract or they can deal a little more and draw up a separate
contract.
RFQ Request For Quote. The buyers give the vendors a pretty good idea what they
are looking for and request a pretty close estimate of what such a system will cost.
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RISER The passageway for cabling built or installed between floors of an office
building.
RJ-11 See MODULAR JACK.
RNA Representative Not Available. An ACD feature that lets agents take themselves out of the pool of agents available to take a call. A rep might hit the RNA key
on her station set because she needs to finish up work from the last call, because
she needs to go to the bathroom, because her sleeve is caught in the drawer of the
filing cabinet or many other reasons. The RNA function gives the agent an out to
deal with any of these matters, then come back and answer calls. RNA time is subtracted from the time an rep is logged in to the ACD to give you the occupancy
level. See OCCUPANCY.
ROBBED BIT SIGNALING This explanation from Gary Maier of Dianatel: ISDN is
the key to future sophisticated telephone network services with its dynamic, highly configurable T-1 connection (also called PRI connection). Since T-1 is a common
method of carrying 24 telephone circuits, many wonder about the uses for ISDN,
especially when they learn ISDN signaling requires an entire voice channel, reducing todays T-1 from 24 voice channels to 23. But the popular signaling mechanism
of robbed bit signaling in T-1 has serious limitations. Robbed bit signaling typically uses bits known as the A and B bits. These bits are sent by each side of a T-1
termination and are buried in the voice data of each voice channel in the T-1 circuit. Hence the term robbed bit as the bits are stolen from the voice data. Since
the bits are stolen so infrequently, the voice quality is not compromised by much.
But the available signaling combinations are limited to ringing, hang up, wink, and
pulse digit dialing. In fact, the limitations are obvious when one recognizes DNIS
and ANI information are sent as DTMF tones.
This introduces a problem: time. Each DTMF tone requires at least 100 milliseconds
to send, which in a DNIS and ANI situation with 20 DTMFs will take at least two full
seconds. There is also a margin for error in transmission or detection, resulting in
DNIS or ANI failures. With the explosion of telephone-related services, the telephone companies are turning to ISDN PRI to provide the more complicated and
exact signaling required for new services. ISDN employs a more robust method of
signaling. ISDN uses a T-1 circuit as 23 voice channels and one signaling channel.
The term 23B plus D refers to 23 bearer (voice) channels and 1 Data (signaling) channel. The data channel carries the signaling information at a rate of 64 kilobits per
second. This speed is many times greater than some of the most powerful modems
available. Because of this high speed, telephone calls can be placed more quickly,
and because of the protocol used, DNIS or ANI transmission failures are impossible.
Additionally, since no bits are robbed from the voice channels, the voice quality
is better than that of robbed bit signaling on todays T-1 circuits. Also, computer
modems and high speed faxes can use the voice channel for sending digital data
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instead of the traditional analog bit noise. Therefore, ISDN PRI offers the end
user countless new service capabilities. One channel could be used for faxing,
another for modem data, several for video, another for a LAN and the remainder for
voice. Suddenly, the average T-1 circuit becomes a pipeline for all communications!
Increasingly long distance carriers are using ISDN PRI to provide inbound 800 calls
with ANI and DNIS and re-routing skills.
ROTARY DIAL A circular telephone dial that generates a series of clicks or pulses
to represent the number dialed. Dial the number 9 and you will hear nine clicks.
People with rotary dial telephones are helpless when they encounter automated
attendants, voice mail or other devices that respond to touch tone input.
Increasingly, developers are working to address the needs of these callers, including options in those systems that allow rotary callers to either record the input as a
message, or interact with the system through speech recognition. Rotary phones are
still present in as many as a quarter of all homes in some areas. (Though its a much
smaller percentage of actual phone sets in use, because of business phones.)
ROUND ROBIN This is a method of distributing incoming calls to a bunch of people. This method selects the next agent on the list following the agent that received
the last call. See also TOP DOWN and LONGEST AVAILABLE.
ROUTE The path that a message takes.
ROUTE ADVANCE This feature routes outgoing calls over alternate long distance
lines when the first choice trunk group is busy. The phone user selects the first
choice route by dialing the corresponding access code. The phone equipment automatically advances to alternate trunks and trunk groups, based on the users class
of service. Route advance is a more primitive form of least cost routing. See LEAST
COST ROUTING.
ROUTE OPTIMIZATION The process of controlling long distance costs Least Cost
Routing, Queuing, Toll Restriction and the use of alternate long distance carriers.
See also LEAST COST ROUTING, QUEUING and TOLL RESTRICTION.
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2. Outgoing Phone Calls: For a specific calling site, this table lists the long distance
routing choices for each location to be dialed. There may be only one choice
(route) listed for some or all destinations or there may be several choices for some
destinations. (It depends how many outgoing lines and how many outgoing trunk
groups you have.) If there are several choices then they will be ranked by some
criteria (least cost, best quality, etc.).
3. In data communications, a routing table is a table in a router or some other internetworking device that keeps track of routes (and, in some cases, metrics associated with those routes) to particular network destinations.
RSL Request and Status Links. A generic term for linking computers and PBXs. Every
manufacturer of phone systems is evolving towards open architecture and their own
RSL. The term RSL, which is too passive, is being replaced with PHI (PBX Host
Interface), a term coined by Probe Research. For more information, see OAI. S.100
(ECTF) API specification for developers writing CTI applications in C for a client server environment. Created to simplify the development of telephony media applications
(fax, IVR, ASR, etc.) and to make them independent of the server platform and hardware. S.100 allows programmers to find and reserve resources, group and connect
them together, dispatch commands to them, manage communication among them
and funnel events back to the applications. S.100 also defines a system service called
the S ystem Call Router (SCR) which provides a simplified call control model for
media processing applications that want to delegate line management and call
progress to the S.100 framework. For more complex call control applications, the SCR
can be used on top of existing call control APIs like TAPI and TSAPI.
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S.200 (ECTF) S.200 defines a client server protocol corresponding to the S.100
APIs. It defines the messages that are exchanged between the client application
and the resource server. S.200 will enable the mixing of applications and servers
from different vendors.
S.300 (ECTF) S.300 makes it possible for developers to easily add different vendors technologies to a computer telephony server without the need for rewriting
applications.
S.900 (ECTF) Simplifies administration and maintenance tasks in client server
computer telephony environments.
SALES AUTOMATION See SALES FORCE AUTOMATION.
SALES AUTOMATION SOFTWARE A program that allows for rapid and orderly
maintenance of contact records by salespeople either at the office or in the field.
It should also allow them to send follow-up literature, schedule calls and letters,
and view a customers history at a moments notice. There are many configurations of sales automation software, ranging from a simple record-keeping program on a PC to a complex, multi-user database that hooks together LANs and
laptops. They all benefit the user with faster access to more complete information
about potential customers.
SAPM Secondary average positions manned. A call center statistic relating to the
number of positions assigned as back-up or overflow during a defined time for a
particular group.
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SCC Specialized Common Carrier. Another term for a long distance carrier in competition with AT&T. The word Specialized came about because these long distance carriers purported to provide specialized circuits for business customers. At
one stage they were also known as OCCs, or Other Common Carriers (i.e. other
than AT&T). These days, both terms are pretty irrelevant, but you may see them in
old technical manuals. All long distance carriers including AT&T are called
IntereXchange Carriers (IXCs).
SCHEDULE EXCEPTION A specific date and period when an employee cannot handle calls or is engaged in some kind of special activity. An absence, meeting, or other
work assignment creates an exception to the employees daily work file schedule.
SCHEDULE INFLEXIBILITY A phenomenon that tends to create overstaffing in
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some periods when full coverage is the objective in creating a set of schedules. This
is caused by the fact that it is impractical to have extremely short schedules for covering momentary peaks in call volume. To achieve a near perfect match of staff and
workload at all times would require shifts of virtually every length; for example, 2hour shifts, 45-minute shifts, even 15-minute shifts.
SCHEDULE TEST A variation of the scheduling process that allows you to forecast
the service quality that will result from using an existing set of schedules.
SCHEDULE TRADE A situation in which two employees have agreed to work each
others schedules, or an employee has agreed to work the others schedule, on a
specific date or dates.
SCHEDULING Making the timetable of agent hours and shifts for your call center.
Takes into account vacation days, breaks, training time, lengths of shifts and forecasting information. A call center software management package (also known as
workforce management software) helps you do this.
SCHEDULING SOFTWARE Often used to mean the same thing as call center
management software, scheduling software is actually one function in a complete call center management software package. Scheduling software uses historical records of past call traffic to create a staff schedule for some future day,
week or month. It assumes that similar periods will have similar needs. For
example, it assumes that this Christmas Eve will have similar traffic to last
Christmas Eve, that this Tuesday at noon will be like all the previous Tuesdays
at noon, and so on.
A good system will not only tell you how many agents you need at a given day and
time, but given information like union seniority, shift preferences and vacations, can
actually crank out a schedule complete with agent names. Some companies make
scheduling software that just happens to be popular in call centers. Other companies
include a scheduling package with their call center-specific management software.
SCP 1. Service Control Point. Also called Signal Control Point. A database
maintained by a local telephone company to store customer records and call
processing instructions for toll-free (800 and 888) numbers. SCPs contain the
intelligence to screen the full ten digits of a toll-free number and route calls to
the appropriate, customer-designated long distance carrier. The SCP supplies
the translation and routing data needed to deliver advanced network services.
It is separated from the actual switch, making it easier to introduce new services
on the network.
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SCREEN POP Screen pop is the act of presenting both a voice phone call and a
screen full of customer information simultaneously to the agent. The information to
make this possible can come from an IVR system, from ANI or DNIS, or from some
other caller input like speech recognition. Screen pop is considered the most basic
application of computer telephony the simplest thing you can do to combine
voice and data at the desktop.
SCREEN SCRAPE The opposite, almost of screen pop. Traditionally, when you
monitor calls in a call center, you take an audio recording and store it for later use,
either in training, or for secure archiving. Screen scrape is when you capture either
an entire agent transactions (including mouse clicks and entered data) or selected
snapshots of the screen, along with the audio, so you can have a better picture of
what happened during a call. Yes, todays quality assurance software systems can
do this, with varying levels of success.
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SCSA CALL ROUTER An SCSA definition. A system service of SCSA which provides the basic necessities of inbound and outbound call processing and call sharing to client applications, without those applications needing to be aware of the
underlying telephony interface operations.
SELECTION CHARGE Extra charge for a list segment that gives you only names
that meet your specific criteria.
SELF-SUPPORT The call center equivalent of the gas station self-serve island.
Using technology (like IVR, fax-on-demand and the internet) to let customers find
their own solutions to problems. The advantage: its cheap, and available 24 hours
a day. The disadvantage: customers might not find the answer.
SENIORITY A field in each employee record establishing that employees seniority for the purpose of automatic schedule assignment. This is typically the employees hire date (year, month, and day) plus a three-digit tie breaker.
SEQUENCE A pattern of days on and days off as defined in either a schedule preference or shift definition.
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SERVER A server is a shared computer on local area network that can be as simple as a regular PC set aside to handle print requests to a single printer. Or, more
usually, it is the fastest and brawniest PC around. It may be used as a repository and
distributor of data. It may also be the gatekeeper controlling access to voice mail,
electronic-mail or fax services.
These days networks have multiple servers. Servers these days have multiple
brains, large arrays of big disk drives (often in redundant arrays) and other powerful features. A $35,000 superserver today can match the performance of a $2 million mainframe of ten years ago. Then again, according to Peter Lewis of the New
York Times, the lowliest client today has more computing power than was available
to the entire Allied Army in World War II. And you could guide Apollo 11 to the
moon with the laptop this book is being written on.
SERVER-BASED ACD An automatic call distributor that is built on an open platform. Usually this platform is a PC, but it doesnt have to be. Server-based ACDs
have many advantages, the biggest of which is their ability to integrate closely with
data processing systems, including your IVR system, your computer telephony
application and multimedia applications such as e-mail, fax, Internet and video
applications. For example, your server-based ACD can route e-mail or a video call
just as well as a voice call. It can mix information from your databases with the
incoming call with greater ease than a closed ACD could. This data can help
route calls or can be provided to the agent along with the call.
There are two main drawbacks to the server-based ACD. First is the size of the platform and the required processing power needed for an ACD. Right now most communications servers, including server-based ACDs, are built on a PC platform, or
maybe two PC platforms linked together. ACD applications are processing power
hogs and a PC platform will only work for the smallest systems. If you have 100 or
more agents, let alone a large call center, youre not going to find a server-based
ACD that has been built with your needs in mind.
The second drawback is reliability. Most computers are not very reliable by
telecommunications standards. No computer works flawlessly even 99% of the
time. There are processing delays and other small glitches that you dont even
notice. The standards for telecommunications systems are much higher. One of
those unnoticeable glitches could hang up on one of your most valued customers.
A crash would shut down your whole system until its fixed. Few, if any, call centers
can tolerate being out of business that frequently for that long.
These two problems can be solved, and vendors have already made progress on the
second. They offer redundant and fault-tolerant systems that are much more reliable
than the average PC. As demand from larger call center grows, the type of platforms
used in server-based ACDs may expand too.
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SERVICE BUREAU A
company that does highvolume marketing for
others. Some of the services that can be done
are: outbound telemarketing, scripting, setting
up
and
receiving
inbound calls (800 or
900), creating a phone
program, managing lists
of names and numbers,
fulfillment, demographic
analysis, and direct mail,
fundraising,
disaster
planning and whatever
else you dont want to
do you yourself in your
own center.
There are lots of reasons to turn to a service bureau. You get access to topnotch technology. (The cost is shared by all their clients.) You get a trained
staff, experienced script crafters, reports and convenience. You also get the
luxury of testing new ideas without turning your own center upside down.
SERVICE LEVEL Usually expressed as a percentage of a statistical goal. For example, if your goal is an average speed of answer of 100 seconds or less, and 80% of your
calls are answered in 100 seconds or less, then your service level is 80%. Call centers
in different industries have vastly different criteria for measuring successful service.
Clearly, a catalog retailer has a vastly lower stake in the outcome of any one call than
a cruise line does. Each industry builds their own call center metrics to reflect that.
SERVICE LEVEL AGREEMENT A service level agreement is a document that
specifies the protocols and procedures for service assurance. It spells out the specific responsibilities of the service provider and the service receiver, for example,
who will be notified in the case of particular events, and how that notification will
take place. It also spells out what steps will be taken in those cases, and what information will be passed (and to whom) to solve problems.
More detailed SLAs can sometimes explicitly state the performance measures that
determine the success or failure of a Service Plan, and go into details on the procedures for problem escalation, enforcement of practices, benchmarks, and (as in any
other contract between parties) for renegotiation or amendment. And it may also
include the costs for support, specs on hardware and software covered by the
agreement, closeout procedures for ending it, etc.
objective of responding to all user DTMF inputs in less than one second. When we
buy or design systems, we often have many service objectives, rarely just one.
SIGNALING SYSTEM 7 SS7. The collection of software systems that drive the public
long distance network, and endow it with the ability to carry calls. It provides the
hardware with the ability to manage the setup, routing, and information-passing that
is at the heart of every phone call. There are three components to signalling: supervising, or watching the line to see its status; alerting, or indicating the arrival of a call;
and addressing, or sending the routing information about a call over the network.
SS7 is a powerful tool for moving incredible volumes of calls around the network. It
provides fast call setup, through high-speed circuit-switched connections. And it has
transaction capabilities which deal with remote data base interactions, in the
words of one expert. What this means is that Signaling System 7 information can tell
the called party whos calling and, more important, tell the called partys computer.
Signaling System 7 is an integral part of ISDN. It lets us extend services like call forwarding, call waiting, call screening, call transfer, and so on, outside the switch to
the full international network. In effect, with Signaling System 7, the entire network
will acquire the smarts of todays smartest electronic digital phone switch.
SIGNIFICANT HOUR Any hour that influences the sizing of a trunk group.
SILENT MONITORING Simply put, silent monitoring is when an agent in a call center is being observed (or listened in on) without being aware of it. This is actually
typical of monitoring, which is usually consensual the agent knows it happens in
the center, just doesnt know which particular calls will be observed.
SINGLE DAY ASSIGNMENT A method of automatic assignment (of employees to
Master File schedules) that operates only on schedules of exactly one workday in
length. Unlike multi-day assignment (which operates on schedules of any length),
this makes it possible for each assigned employee to be scheduled for different hours
each day.
SITERP SiteRP stands for Sprint Interface to External Routing Processor. It is a service which Sprint offers to enable customer premise equipment (e.g. ACDs) to interact with its long distance network to give that network information on how to route
incoming toll-free calls.
With SiteRP, a call processing query is sent to the Sprint SCP (Signal Control Point).
The SCP is instructed to check a user database kept on the customer premises for
instructions on how to handle the call. Once those call handling instructions have
been extracted from the user database, the customer equipment sends a message
back to the Sprint SCP, which, in turn, uses that information to decide which call
processing instructions it will pass back to the network switch.
SiteRP allows such services as real-time switching of inbound calls, to allow for load
balancing among agents or for specific calls to go to specific agents, etc. There are
a million reasons why inbound calls from different places and different numbers
should go to different agents. To use SiteRP, users must directly connect their SiteRP
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SITE-SELECTION CRITERIA The factors that go into deciding where to put your
call center. They include criteria like the cost of labor and land, the educational
level of the local workforce, the availability of telecom services and lines, the tax
climate, and sometimes the local accent.
SIX DIGIT TRANSLATION The process of examining a dialed number by looking at its first six digits including the area code to figure out whats the cheapest
way to send that call.
Six digit translation is often an integral part of Least Cost Routing programs within
the phone system. There are typically two types of least cost routing translation
one that examines the first three digits of the phone number (i.e. just the area
code) and one that examines the first six digits of the phone number (i.e. the area
code and the three digits of the local central office). Six digit translation is preferred
because it allows you more flexibility in routing, particularly to big area codes, like
213 in LA, where there are long distance calls within the area code.
SKILL GROUP In an ACD (or other call routing device), an agent group thats made
up of reps who are qualified to accept calls because of some ability defined in the
system. This could be the ability to speak a second language, or a qualification to
handle a particular type of customer (priority customers, for example, or support
calls). It is interesting to note that this group does not always have to be physically
located in the same space. With many switches, they can be spread out across a call
center o r a network of centers.
SKILL MAPPING An Aspect term for software that enables call center managers to
evenly distribute calls to agents based on each agents special skills. See SKILLSBASED ROUTING.
SKIP TRACING In collections, the labor-intensive and often tedious process of finding debtors who have moved (skipped). Collectors can use many of the same
techniques marketers do to search databases for people who have recently moved
and to attach phone numbers to names and addresses. And then they can use tools
like predictive dialers to speed up the process of calling those people (Call center
automation has greatly changed the business of collections in the last few years.)
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SMART HUNT GROUPS What you get when you implement skills-based routing in
your ACD. Once you identify all the unique pieces of knowledge that affect calls
(skills like the ability to speak a foreign language, familiarity with one or more
products, experience with a particular type of call), your ACD sees each call as
falling into one or more of the buckets available based on the skills in the center at
that particular moment. The process of moving the call into the right bucket is called
skill-based routing. The group of people capable of handling a particular call is the
smart hunt group. Note that the smart hunt group is not necessarily the same as your
defined agent groups because skills may cross your traditional group boundaries.
At least one ACD vendor has dispensed with traditional ACD groups altogether.
Siemens ResumeRouting feature considers the skills of everyone in the entire call
center as a whole for each and every call that comes in. Essentially, you have a collection of micro-groups created on the fly each time you get a call. Each agent has
a resume of skills used to assess their fitness to handle the call. Good idea
because it forces you to assess agent skills, and makes it easy to see whos working
out and whos not. The term smart hunt group was coined by Rick Luhmann, editor of Computer Telephony Magazine.
SMDA Station Message Detail Accounting. Another name for telephone call
accounting. See CALL ACCOUNTING SYSTEM.
SMDR Station Message Detail Reporting. The basic informatin required for call
accounting. See SMDR PORT and CALL ACCOUNTING SYSTEM.
SMDR PORT Modern switches have a Station Message Detail Recording (SMDR)
electrical plug, usually an RS-232 port, into which one plugs a printer or a call
accounting system. The telephone system sends information on each call made
from the system to the outside world through the SMDR port. That information
who made the call, where it went, what time of day, etc. will be printed by the
printer or will be captured by the call accounting system on a floppy or a hard
magnetic disk and later processed into meaningful management reports. See CALL
ACCOUNTING SYSTEM.
SMILE AND DIAL A condescending term for a no-frills outbound telemarketing operation or technique. Usually heard in the negative: We train our agents extensively.
They are experienced and knowledgeable. We are not doing smile and dial here.
SMS/800 Services Management System for 800 numbers. The central, national
database for 800 number assignments and call processing instructions. It is maintained by DSMI, a subsidiary of BellCore, with day-to-day operations handled by a
subsidiary of Lockheed. See DSMI.
SNCH Secondary number of calls handled. An ACD statistic. The number of calls
handled by a position that were intended for a different ACD group. The number
of calls handled by a position as a backup to another group.
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SO Serving Office. Central office where IXC (IntereXchange Carrier) has POP
(Point Of Presence).
SOFT DOLLAR SAVINGS Intangible savings realized from the purchase of a product. See HARD DOLLAR SAVINGS.
SOFT KEY There are three types of keys on a telephone: hard, programmable
and soft. Hard keys are those which do one thing and one thing only, e.g. the
touchtone buttons 1, 2, 3, and so on. Programmable keys are those which you
can program to do produce a bunch of tones. Those tones might be dial mother. They might be transfer this call to my home for the evening. They might
be go into data mode, dial my distant computer, log in and put in my password. SOFT keys are the most interesting. They are unmarked buttons which
sit below or above on the side of a screen. They derive their meaning from
whats presently on the screen. And whats on the screen will change based on
where the call is at that moment in a conference call, about to set up a conference call, about to go into voice mail, into voice mail, programming a speed
dial number, etc.
SOLID STATE TRANSFER A power protection term. Some UPSes use mechanical relays to switch from AC power to battery power. This technology requires 12
milliseconds of switching time. Thats slow enough to cause data loss. Solid state
switching is faster and eliminates this kind of malfunction.
SONET Synchronous Optical NETwork. A family of fiber-optic transmission rates
from 51.84 Mbps to 13.22 Gbps, created to provide the flexibility needed to transport many digital signals with different capacities, and to provide a standard for
manufacturers to design from.
SOURCE/DESTINATION ROUTING A term for routing calls based on where they
originate or terminate.
SOURCE CODE The brief code in a list entry that tells you where that name originated. Names from your house list might have HSE or 1 on the top line or next
to the name. Names you bought from a trade magazine might have CCM or
324, and so on. Not to be confused with the computer programming term for the
original, alterable version of a software program.
SORT SCHEME A list of fields that tells a database program how to sort a report or
a list of records. This can be simple scheme that sorts by only one field or a complex scheme consisting of sorts within sorts.
SPAN
1. Refers to that portion of a high speed digital system than connects a CO (Central
Office) to another CO or terminal office to terminal office.
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2. Also called a T-Span Line. A repeatered outside plant four-wire, two twisted-pair
transmission line.
3. The total duration of a schedule from start time to stop time, including all breaks.
SPEAKER INDEPENDENT A type of speech recognition that can be used with any
speaker - one that doesnt have to be trained to understand the voice of a particular person. This is the dominant type of speech recognition used in telephone and
call center applications, because its more useful in situations where a large number of people will interact with it. These types of systems almost always have smaller vocabularies than speaker dependent speech recognition. See SPEAKER
DEPENDENT and SPEECH RECOGNITION.
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In call centers, speech recognitions biggest use is to replace the touchtone keypad
in IVR applications. Using speech recognition opens the door to people who do not
have touchtone telephone service, and to older people, who seem to take offense at
interacting with their telephone this way. It also eliminates the use of lengthy
menus whose only purpose is to convert a word or alphabetic entry into a digit that
can be more easily entered into the system.
SPEED BUMPS When your host system processes information faster than your network can handle and forces you to slow down.
SPIFF A giveaway. An item, usually inexpensive, that is given to call center agents
as an incentive. The prize in a call center contest or a reward for achieving a quota.
SPIKE 1. A sudden increase in the number of calls coming into a call center or network of call centers. 2. A power fluctuation, typically a sudden increase in voltage.
SPLIT An ACD routing division that allows calls arriving on specific trunks or calls
of certain transaction types to be answered by specific groups of employees. Also
referred to as gate or group.
SPLIT TEST A head to head comparison of two or more variations of a marketing
campaign. The variants can be different lists (usually samples of different lists), different packages or presentations, or a different offer.
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SPRAY AND PRAY A habit of help desk clients. When given several numbers to call for
assistance (for example, one number for printers, another for software, a third for
modems), many people seeking assistance will call and leave messages at all the numbers, hoping to receive assistance faster. The record-keeping problem for your help desk
is now you have three cases open, when you really only have one problem to solve.
STAGE & TEST A term used in the secondary telecom equipment business. The
installation (stage) and diagnostic testing of a switch, cabinet, part, or peripheral in
a reconfiguration center facility where a dealer tests the complete system as one
entity before shipment.
STAND ALONE Any device that can perform independently of something else.
STANDARDS Agreed principles of protocol. Standards are set by committees working under various trade and international organizations.
When youre buying a phone system, at minimum it should conform to four standards:
Emissions compliance according to the FCC Part 15.
Telephone compliance according to the FCC Part 68.
Safety standards set by the National Electric Code, OSHA and the Underwriters
Laboratories 1459.
Bellcore compliance (from the Network Equipment Building System publication
and their Generic Physical Design Requirements for Telecommunications
Products and Equipment publication.
STARSET The product name for a Plantronics headset with a contour fit, a voice
tube and an ear plug. Its been around for years and continues to be popular in call
centers and for receptionists.
START TIME INTERVAL A scheduling rule that governs the times at which schedules can start; for example, at 15-minute intervals as opposed to 30-minute intervals.
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phone industry was regulated by the Interstate Commerce Commission, (the ICC)
which also regulated the railroad industry.
STATION SET The official telecom name for a telephone that works with a phone system or a specific telephone attached to a specific telephone system. Sometimes a station
set is proprietary. That is, it will only work with that phone system and wont work at your
house or with another telephone system. Where you see station set read telephone.
STATISTICAL HISTORY Counts of calls and the elapsed time of call states by trunk
group, agent group, trunk port, instrument sign-on, route, DID/DNIS digits, and
wrap-up code; a subset of historical data.
STATUS DISPLAY A full-color, graphical image that provides supervisors and call
center managers with an instant big picture of real-time conditions. See STATUS
MONITORING.
STATUS MONITORING The feature of an ACD that shows a supervisor (or call center manager) details of whats happening on a CRT screen. ACDs can monitor trunk
usage, agent availability, and peak call volumes, and can measure those statistics
against preset tables. When too many calls come in to too few agents, the ACD can
be preset to shunt some off to another agent group, or it can be up to the discretion
of the supervisor, who sees it as its happening on the screen.
STOVEPIPING In a call center, agents typically need access to many databases. In
the past theyve used dumb terminals. They log into one computer, get into one
database, go further into it. When they need information out of another database,
theyve typically had to climb out of the previous database, the previous computer,
log into another and climb down into it. This is called stovepiping, because it follows the contours of a stovepipe. These days, agents have intelligent computers as
terminals. They can access several databases at once, by simply having different
windows open on their screen or having a front end program that populates a
screen with information from several databases, most likely using a GUI interface.
STP Signal Transfer Point. A switch that directs questions about call handling to the
appropriate database for 800 and other special calls.
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STRUCTURED WIRING As data flows sped up in recent years, the idea of wiring up
a building with plain old analog voice telephone wire became increasingly not viable.
The idea then came along of defining wiring standards and schemes so that a user
could feel comfortable about choosing a complete solution for wiring phones, workstations, PCs and other communicating devices throughout the building, the campus,
the network, the company. Consistency of design, layout and logic are the keys to
structured wiring systems. A structured cabling system will improve performance in
five ways, according to Anixter, a leading supplier of structured wiring systems:
1. It eases network segmentation, the job of dividing the network into pieces to isolate and minimize traffic, and thus congestion.
2. It ensures that proper physical requirements, such as distance, capacitance, and
attenuation are met.
3. It means adds, moves, and changes are easy to make without expensive and
cumbersome rewiring.
4. It radically eases problem detection and isolation.
5. It allows for intelligent, easy and computerized tracking and documentation.
SUPERVISOR The person responsible for regulating call flow in and out of a group of
agents. On a network, the person whos job it is to keep the system up and running.
SUPPORT DESK Another term for help desk. A support desk is a place where
incoming calls relating to customer problems are fielded and answered. It is also,
more generally, the place where technical experts search for solutions, a key difference between this and other kinds of call centers. A support or help desk may
have much non-phone work going on.
SURGE PROTECTOR One of the most important pieces of equipment you can own.
Its a device that sits between the computer or phone system and the power outlet.
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It protects the expensive equipment from spikes and surges (which are very common and which might reduce your $5,000 computer into $50 worth of scrap metal).
SUSPECT A person you believe (for whatever reason) may be interested in your
product or service. They may have asked for information about it or they may have
purchased a related product or service in the past.
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T.120 A series of standards that let you share an on-line document in real-time with
several users. Because these standards were created by the ITU-T (International
Telecommunications Union), a United Nations-based organization, they can be
used by any vendor. These are the standards that let you look at a computer screen
along with several other people at other locations and draw all over it. The standards let you send files and work on multisite whiteboards. When you hear about
multimedia call centers where agents and customers can fill out forms together or
edit a word processing file in real-time together, the T.120 standards are whats
behind it all.
T-1 Also spelled T1. A digital transmission link with a capacity of 1.544 Mbps
(1,544,000 bits per second). T-1 uses two pairs of normal twisted wires, the same as
youd find in your house. It normally can handle 24 voice conversations, each one
digitized at 64 Kbps. But, with more advanced digital voice encoding techniques, it
can handle more voice channels. T-1 is a standard for digital transmission in the
United States, Canada, Hong Kong and Japan.
T-1 lines are used for connecting networks across remote distances. Bridges and
routers are used to connect LANs over T-1 networks. There are faster services available. T-1 links can often be connected directly to new PBXs and many new forms of
short haul transmission, such as short haul microwave systems. It is not compatible
with T-1 outside the United States and Canada. In Europe T-1 is called E-1 or E1.
Outside of the United States and Canada, the T-1 line bit rate is usually 2,048,000
bits per second. France and West Germany impose slight variations that make their
formats unique. According to Bill Flanagan, the differences are not so great that a
multiplexer cannot convert between them.
At the higher rate of 2,048,000, 32 time slots are defined at the CEPT interface, but
two are used for signaling and other housekeeping chores. Typically 30 channels
are left for user information voice, video, data, etc. CEPT is the Conference of
European Postal and Telecommunications administrations, a standards-setting
body whose membership includes European Post, Telephone, and Telegraphy
Authorities (PTTs).
For a full explanation of T-1 see Bill Flanagans book The Guide to T-1 Networking.
T-1 FRAMING This is a rather technical explanation of a critical function of call center planning the passing of call information over high speed lines. Bear with it, it
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T-2 A link that passes information at the rate of 6.312 million bits per second.
Capable of handling at least 96 voice conversations depending on the encoding
scheme chosen. T-2 is four times the capacity of T-1. T-2 is further up the North
American digital carrier hierarchy. See T-1.
T-3 28 T-1 lines or a link that passes information at the rate of 44.736 million bits
per second. Commonly referred to as 45 megabits per second. Capable of handling
672 voice conversations. T3 runs on fiber optic and is typically called FT3. T-3 is further up the North American digital carrier hierarchy. See T-1.
T-4 A link that passes information at the rate of 274.176 million bits per second.
Capable of handling 4032 voice conversations. T-4 has 168 times the capacity of T1. T-4 can run on coaxial cable, waveguide, millimeter radio or fiber optic. T-4 is further up the North American digital carrier hierarchy. See also T-1.
TABLES A collection of data in which each item is arranged in relation to the other
items. Many telephony functions use look up tables to determine the routing of
calls. These tables solve the problem, If the call is going to this exchange in this
area code, then use this trunk and this routing pattern.
TALK TIME The length of time agents spend placing or answering calls (as
opposed to the time between calls that they spend updating records, sending out
literature, or going to the bathroom.) In outbound call environments where agents
dial out manually, typical talk time is close to 20 minutes per hour. When you use
automation to increase the number of calls that actually reach their target, talk time
can more than double. Interestingly, reports from the field indicate that when you
use automation to increase agent talk time, agents actually enjoy their job more,
burn out less often, and stay employed longer. The upshot: even more productivity
than you would think at first glance, due to lower training costs and higher morale.
TALK-OFF When your voice has enough of the specific frequency used by the telephone network or a voice processing system to signal a call is disconnected that the
system actually disconnects you.
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TAPI TAPI stands for Telephony Application Programming Interface. Its Microsofts
protocol for linking Windows applications to telecommunications devices. If you are not
a systems developer you may never actually use TAPI, but since it seems impossible to
get away from Windows in your call center these days, you should know the term.
TARGETED SUBSETS The groups of potential customers that have been segmented out of a larger list or database. You can tailor marketing campaigns and
appeal to specific characteristics of the members of a group.
TARIFF A document filled by AT&T (the only regulated long distance company)
with the Federal Communications Commission or by a local telephone carrier with
its state public utilities commission. MCI and Sprint also voluntarily file tariffs with
the FCC.
If accepted, a tariff regulates the prices or services that a carrier can offer.
TARIFF 12 While tariffs are supposed to assure that everyone serviced by a carrier
gets the same price, Tariff 12 lets AT&T set special prices for large long distance
contracts. This is so they can fairly compete on these contracts with MCI and Sprint,
who are not held to their tariffed rates by the FCC. You just cant make stuff like
this up.
TARIFF 15 A user-specific long distance tariff of AT&T. Tariff 15 gives AT&T the
ability to price its long distance services for one company practically any way it
feels. Tariff 15 is single-customer discounting. Some of AT&T competitors claim the
tariff is illegal.
TCAP Transactional Capabilities Application Part. Provides the signaling function
for network databases. TCAP is an ISDN application protocol (one of three).
Some examples of services made possible by this protocol include enhanced tollfree service, automated credit card calling and virtual private networking.
The TCAP protocol lets these services access remote databases called service control points (SCPs) to process part of the call. The SCP supplies the translation and
routing data needed to deliver advanced network services.
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TCP/IP was developed by the military, but its success in linking systems from different vendors makes it popular with commercial users too.
TDD Telecommunications Device for the Deaf. Long before personal computers existed it occurred to someone that deaf people could communicate by telephone if only
they could use print instead of speech. The existing print-by-telephone technology
was teletypewriters (TTY). These were adapted to create TDDs. TDDs can resemble
a typewriter or a small computer. They have keyboards and a printer or screen.
Now that personal computers are common, special modems are available to translate computer messages into TDD messages and visa versa.
TECHNICAL SUPPORT The group at a customer service center that actively seeks
out solutions to customer problems. This is a varied group of people. Technical support, from the customers point of view, includes the people who sit on the phone,
answer questions, and look up solutions in databases and manuals. But it also
includes the people who work behind the scenes to solve problems, and the technicians who are dispatched for onsite service.
TECHNO-GEEK A person who loves technology for technologys sake and needs to
be on the cutting edge, even if its not practical or cheap. Usually knows all the tiny
details of technology and looks down on those who dont.
TELCO The local telephone company. Can refer to either a Bell company or one of
the over one-thousand other companies that own or run a local telephone company.
TELECOMMUNICATIONS DEVICE FOR THE DEAF See TDD.
TELECOMMUNICATIONS INFRASTRUCTURE The services and physical telecom
technology thats available in any given area. This is of particular concern when
choosing where to locate a call center. You need to assess the access to long distance lines, ANI, and T-1 lines, for example. Also important is proximity to a networks point of presence from the local phone company.
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telecom infrastructure; government regulations; tax rates; and the labor pool (quality and quantity).
TELEMANAGEMENT Software and systems that help you keep track of and control the telecommunications in your business. Traditionally, Telemanagement comprises call accounting (tracking the flow of calls in and out) and facilities management (tracking the physical plant of equipment and cable locations, terminations,
and inventory).
Telemanagement includes every function the corporate telecommunications manager does today from ordering new circuits, to managing the corporate inventory of phones, lines and other equipment, to choosing the right number of agents to
staff the phones at the right time. Increasingly, you now see personal computers sitting on top of telephone systems, collecting and processing information. Thats part
of telemanagement, too.
TELEMARKETING The art (or science) of selling products and service over the
phone. Although it comes in two flavors (inbound and outbound), outbound is by
far the first thing that people mean when they use the term.
Outbound telemarketing is further broken down into two components: business-tobusiness and business-to-consumer. The two are distinguished by the time of day
you are likely to make the sales call (business hours vs. early evening), and to some
extent the kind of technology used to automate the telemarketing project. You are
much less likely to use a predictive dialer, for example, on a business-to-business
campaign than you are on a consumer campaign. The reason is that you are much
more likely to reach voice mail or an automated attendant when calling a business,
nullifying the benefits of predictives look-ahead dialing.
Inbound telemarketing is largely run through toll-free numbers. The main examples of inbound telemarketing are catalog retailing, travel reservations, and financial service transactions.
TELEPHONE 1. An invention of the devil. 2. The biggest time waster of all time, as
in: What did you do all day? Nothing. Just spent the day on the phone.
TELEPHONE CONSUMER PROTECTION ACT A Federal law, enforced by a set of
FCC regulations, effective in December 1992, that requires companies to keep a list
of consumers who have requested not to receive phone solicitations from their company. Other provisions of this act say companies cant call consumers at home
between 9 PM and 8 AM; companies must obtain consumers consent to share his
or her phone number with other marketers; and that automated message players
can not call emergency lines, health care facilities and numbers where the other
party pays for the call, like cellular phones.
TELEPHONE SET EMULATION The process by which you put all the functions of
a physical telephone onto a printed circuit card, and add that card into a PC. Why
would you want to do that? Because it saves time adds possibilities.
The PC does everything a human using the phone could do, only the PC will do it more
efficiently. The human will find it easier to use all his phones features because the PCs
screen is bigger and the PCs keyboard easier to use than the phones keypad.
And once inside the PC, the (once-proprietary) phone can be attached to voice and
call processing cards, like voice recognition, voice mail, touchtone generation, and
bingo, phone systems acquire all the benefits of integrated voice and call processing.
TELEPHONE USE RESTRICTION A direct mail list that cant be used by telemarketers as specified by the list owner.
TELEPHONE-BASED SPEECH RECOGNITION Sometimes called telephonybased. Speech recognition that occurs over the telephone. It is important for call
center managers to know that telephone-based speech recognition makes up just
30% of the speech recognition market (according to Probe Research). The telephone makes speech recognition more difficult, because of line noise, background
noise, and differences in handsets and headsets. When you hear of some marvelous
speech recognition application or feature, make sure you know whether it works
over the telephone or not.
TELEPHONY The science of transmitting voice, data, video or image signals over
a distance greater than what you can transmit by shouting.
For the first hundred years of the telephone industrys existence, the word telepho-
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ny described the business the nations phone companies were in. It was a generic
term. In the early 1980s, the term lost fashion and many phone companies decided
they were no longer in telephony, but in telecommunications a more pompous
sounding term that was meant to encompass more than just voice.
In the early 1990s, as computer companies started entering the telecommunications
industry, the word telephony was resurrected. And in a white paper on multimedia
from Sun Microsystems, the company said that telephony refers to the integration
of the telephone into the workstation.
For instance, making or forwarding a call will be as easy as pointing to an address
book entry. Caller identification (if available from the telephone company) could be
used to automatically start an application or bring up a database file. Voice mail and
incoming faxes can be integrated with e-mail (electronic mail). Users can have all
the features of todays telephones accessible through their workstations, plus the
added benefits provided by integrating the telephone with other desktop functions.
See also COMPUTER TELEPHONY.
TELEPHONY SERVER A computer whose main function is to control or manipulate the various calls (voice, fax, e-mail, IVR or other data) flowing into and out of a
computer telephony system, usually as part of a call center. The traditional role of
a telephony server is to move call control commands from client workstations on a
LAN to an attached ACD or PBX. More important, the telephony server is now seen
as a way to roll multiple telephony devices IVR, fax-on-demand, voice processing, auto attendant each of which used to sit in its own box, into one machine.
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turer has been implementing that link in a different way. Thats fine, because
Telephony Services for NetWare insulates the user and the developer. This means
that computer telephony applications written for Telephony Services for NetWare
will work on any switch conforming to the Telephony Services standard. As of this
writing, virtually every switch manufactured in North America and many made in
Japan and Europe is conforming to Novells Telephony Services.
According to a White Paper issued by Novell in March 1994 and called NetWare
Telephony Services, The three main components of Telephony Services are call
control, voice processing, and speech synthesis.
Client/server computer telephony (which is what all this is called) delivers these
benefits to call centers:
1. Synchronized data screen and phone call (known popularly as screen pop or
screen synch). Your phone rings. The call comes with the calling number
attached (via Caller ID or ANI). Your ACD passes that number to your server,
which does a quick database lookup to see if it can find a name and database entry.
If it does, it passes the call and the database entry simultaneously to the agent. It
saves the customer asking a lot of questions. Makes customers happier.
2. Database transactions. Customer lookups of bank account balances, airline
reservations, catalog requests, movie times, etc. Doing business over the phone
is exploding. Today, the caller inputs his request by touchtone or by recognized
speech. The system responds with speech and/or fax.
Todays systems are limited in size and flexibility. Add the power of a LAN, and
suddenly youve suddenly got a computer telephony system that knows no growth
constraints. You could also get the system to front-end an operator or an agent.
Once the caller has punched in all his information, then the call and the screen can
be simultaneously passed to the agent.
3. Telephony work groups. Sales groups. Collections groups. Help desks. R&D. We
work in groups. But traditional telephony doesnt. Groups have special needs.
For example, the companys help desk needs a front end voice response system that
asks for the customers serial number, some indication of the problem and tries to
solve the problem by instantly sending a fax or encouraging the caller to punch his
way to one of many canned solutions.
When all else fails, the caller can be transferred to a live human, expert at diagnosing and solving his pressing problem.
Or a development group might need e-mails and faxes of meeting agendas sent,
meeting reminder notices phoned and scheduled video conferences set up. All
automatically. The accounts receivable department needs a predictive dialer to dial
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all overdue customers. The telephone sales department also needs a predictive
dialer, but with different programming.
4. Management of phone networks. Today, phone networks are very difficult to
manage. Often the PBX is managed separately from the voice mail, which is
managed separately from the call accounting, etc. Its a rare day in any corporate
life when the whole system is up to date, with extensions, bills and voice mail
mailboxes reflecting the reality of whats actually happening.
Integrate LAN management tools with telecommunications management, and potentially all you need is to make one entry (for a new employee, a change, etc.) and the
whole system telecom and computing could update itself automatically, including even issue change orders to the MIS and telecom departments and vendors.
5. Switch elimination. The ultimate potential advantage of LAN-based telephony is to
eliminate the connection to the switch (PBX or ACD) by simply populating the LAN
server (now called a telephony server) with specialized computer telephony cards
and run the companys or departments phones off the telephony server directly.
TELESCRIPTS This term, now a somewhat generic word applied to any automated
telemarketing scripts, also refers to: an old telemarketing software program from a
company called Digisoft, and a feature of Rockwell switches for configuring the many
options of routing a call in progress, a call in queue, a call in the system, and so forth.
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automatic cash machines. The service uses a portion of the D channel capacity of
an ISDN PRI channel and passes information to other ISDN PRI locations.
TEXT-BASED RETRIEVAL A method of finding answers to customer service problems. It is the simplest of automated methods. All problems and solutions that the
help desk has recorded are stored in one or more large text files. Solutions are
found by querying that descriptive text. A feature or function of help desk or technical support software systems.
THIN CLIENT A stripped down PC that does only the basics. The dumb terminal
of the world of computer client/server networks.
THIRD PARTY CALL CONTROL A call comes into your desktop phone. You can
transfer that call. When the phone call has left your desk, you can no longer control it. That is called First Party Call Control. If you were still able to control the call
(and lets say, switch it elsewhere) that would be called Third Party Call Control. If
you control the switch the PBX or the ACD you will typically have Third Party
Call Control. If you just control the desktop, youll typically have only First Party
Call Control.
THRESHOLD Also referred to as an alert threshold. Literally, the point at which
something happens. In call centers, targets are often set for things like performance
or service level. A center might aim for answering 80% of calls within 20 seconds,
for example (a common number). And systems are put in place to track how long
those calls are actually waiting. But its not good enough to know after the fact that
you did, or didnt make your target. Its important to know as its happening, so you
can take some action.
Lots of systems allow the user to set thresholds - to set points at which the system
delivers a warning to an agent or a supervisor. If a call is in the queue for more than
ten minutes, for example, it might sent a note of that fact to the supervisor terminal.
A status display might turn yellow, or red, as thresholds are passed during a centers activity.
You can set thresholds for your workforce management system, to tell you when
individual and group performance is not where it should be. Or you can set them in
the call routing system - to tell you, for example, when calls should be diverted from
one call center to another.
you compress the file first, reducing its length by half (and then decompress it on
the other side), the actual throughput is 19,200 bps.
TIME ZONE REPORT A report that shows the number of phone numbers left to dial
by time zone.
TIME ZONE SEQUENCING Putting a telephone calling list in time zone order.
Important because telemarketing is national; one way to maximize resources in
your center is to set up your staff and your campaigns so that youre processing a
list in rolling order across time zones.
TIME-OF-DAY ROUTING A way to distribute calls between agent groups (or even
between unique call centers). Time-of-day routing refers to several aspects of call
distribution:
1. Sending calls after a certain hour from one group to another; to cover for lunch
breaks or scheduled meetings, for example.
2. Setting a threshold hour when calls stop going to one group or center, and
instead go in another direction. When the office closes, for example, and you
want to send calls to a center in a region where the time zone differential keeps
that center open later. Sending calls from the New York office to the Los Angeles
office after 5 pm New York time, while its still 2 pm on the West coast.
Time-of-day routing also applies when you send those post-5 PM calls that arrive in
New York to a voice processing system instead of to an actual agent group.
3. Using the network intelligence supplied by the toll-free carriers to change the
way incoming calls are supplied to your center. Bringing in calls on MCI for one
period of time, then switching to AT&T for another, predetermined time frame.
TIMECLOCK One thing youll find in reporting packages from ACD vendors is a
timeclock function. This function uses ACD statistics to compare staff schedules
to the actual times agents worked.
These packages print out an exception report telling you who signed on five minutes or more past their scheduled start time even if he or she makes up the time
by working five minutes later. You find out exactly when your agents worked, not
just that they all put in eight hours.
If even your best schedules dont cover your calls, the timeclock function could tell
you if scheduling deviations are the cause.
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There are devices to detect toll fraud. This system from IntegraTrak works along
side a call accounting system, and alerts a technician when a call exceeds a
threshold (such as a very long call). Some systems will even cut off calls that
exceed a threshold or shut down maintenance ports when fraud is detected.
TOLL FREE SERVICE A bit of a misnomer, since the call is not free, but is payed
for by the party that receives the call. Thats why it is also called called party paid
service. We put the main definition here because thats too much of a tongue
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twister. This service was called 800 service until the 888 toll-free exchange was
introduced. Old-timers may also know this service as inbound WATS.
Toll free service works like this: You dial 1-800 or 1-888 (or 1-877) and seven digits
from somewhere in North America. Your local central office sees the 1 and recognizes the call as long distance. It ships that call to a bigger central office. At that central office a machine recognizes the 800/888/877 area code and examines the next
six digits, and performs a database lookup which tells it which long distance carrier
will handle the call. Those six digits also tell the carrier where to send the call.
Because of the sophistication of the database, there are many routing variations
available for any toll-free number. Routing can change by day or time of day, a traffic-volume threshold, location the call originated from or by percentage of calls.
Here is how a toll-free database lookup works, according to Bellcore. The brackets
show changes we made to update their description to the current state of affairs.
The telecommunications network architecture that supports 800 Data Base Access
Service is considered intelligent because data bases within the network supplement the call processing function performed by network switches. The Service uses
a Common Channel Signaling (CCS) network and a collection of computers that
accept message queries and provide responses. When a caller dials an 800 [or 888]
number, a Service Switching Point (SSP) recognizes from the digits 8-0-0 [or 88-8] that the call requires special treatment and processes that call according to
routing instructions it receives from a centralized database. This database, called
the Service Control Point (SCP), can store millions of customer records.
Information about how [a toll-free] call should be handled is entered into the SCP
through the off-line Bellcore support system called the Service Management
System (SMS). SMS is a national computer system which administers assignment of
toll-free numbers to toll-free service providers.
As of this writing, the database is located in Kansas City, maintained by the
Database Service Management (DSMI), a wholly-owned subsidiary of BellCore,
with day-to-day administration performed by a division of Lockheed. DSMI is trying to get the physical database relocated to New Jersey.
Toll free service is regulated by the Federal Communication Commission (FCC),
which relies on recommendations from a large number of industry forums. ATIS
(Alliance for Telecommunications Industry Solutions) is another important player.
Several key industry committees or forums, such as the Industry Numbering
Committee (INC), the Ordering and Billing Forum/Service Management
System/800 Number Administration Committee (OBF/SNAC) forum and the
Network Operations Forum (NOF) operate under the ATIS umbrella. Another
important committee is the Carrier Liaison Committee.
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Here are a few examples of the services toll-free service providers have created
using the variables allowed with the database:
TIME OF DAY ROUTING: Allows you to route incoming calls to alternate, predetermined locations at specified days of the week and times of the day.
PERCENTAGE ALLOCATION ROUTING: Allows you to route pre-selected percentages of calls from each Originating Routing Group (ORG) to two or more
answering locations. Allocation percentages can be defined for each ORG (typically an area code), for each day type and for each time slot.
SINGLE NUMBER: The same toll-free number is used for intrastate and interstate calling.
CALL BLOCKAGE: You can block calling areas by state or area code. The caller
from a blocked area hears the message: Your toll-free call cannot be completed
as dialed. Please check the number and dial again or call 1-800-XXX-XXXX for
assistance. (You may want to block callers from areas which didnt see your special commercial, for example.)
POINT OF CALL ROUTING: Allows a customer to route calls made to a single
toll-free number to different terminating locations based on the calls point of origin (state or area code.) You establish Originating Routing Groups (ORGs) and
designate a specific answering location for each ORGs call.
CALL ATTEMPT PROFILE: A special service that allows subscribers to purchase
a record of the number of attempts that are made to an toll-free number. The
attempts are captured at the Network Control Point, and from this data a report
is produced for the subscriber.
ALTERNATE ROUTING: Allows a customer to create alternate routing plans that
can be activated by the toll-free carrier upon command in the event of an emergency. Several alternate plans can be set up using any features previously subscribed to in the main toll-free number routing plan. Each alternate plan must
specify termination in a location previously set up during the order entry process.
DIALED NUMBER IDENTIFICATION SERVICE: DNIS. Allows a customer to terminate two or more toll-free numbers to a single service group and to receive
pulsed digits to identify the specific toll-free number called. DNIS is only available
on dedicated access lines with four-wire E & M type signaling or a digital interface. The customers equipment must be configured to process the DNIS digits.
ANI: The carrier will deliver to you the incoming toll-free call plus the phone
number of the calling party. See also ANI, COMMON CHANNEL INTEROFFICE
SIGNALING and ISDN.
COMMAND ROUTING: Allows the customer to route calls differently on com-
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TOTAL TRANSACTION CALL PROCESSING A Rockwell term. It involves managing the success of a call center, not merely supplying the ACD (Automatic Call
Distributor). It could include software development, CTI integration, network management, consulting services, IVR and voice processing systems.
TOUCHTONE The name AT&T originally gave to their tone dialing keypad and
telephone with one of those keypads. They dont seem to enforce the trademark.
Also called tone dial and DTMF.
TPS See TELEPHONE PREFERENCE SERVICE.
TRACE AGENT This is a command used in the Teknekron Infoswitch product line
to report all the events and transactions an agent has been involved in over a
defined period of time.
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TRACKING A software feature that models actual events and activities in your call
center to aid you in short-term planning and evaluation of employee and call center performance. The tracking functions include employee information scheduling
assignment, daily activity, and intra-day performance.
TRAFFIC DATA TO CUSTOMER The owner of a call accounting system can poll
her PBX daily or hourly and get traffic measurements, including peg counts, usage
and overflow data. She can also get summary reports, exception reports and complete traffic register outputs.
TRAFFIC ENGINEERING The science of figuring out how many trunks, how much
switching equipment, how many phones, and in general how much communications equipment youll need to handle the telephone traffic youre estimating.
Traffic engineering suffers from several problems:
1. You are basing your future needs on past traffic.
2. Most traffic engineering is based on one or more mathematical formulas, all of
which approach but never quite match the real world situation of an actual operating phone system. Computer simulation is the best method of predicting ones
needs, but its expensive in both computer and people time.
3. Since there are now several hundred long distance companies in the United
States and several thousand differently-priced ways of dialing between major
cities (most at different prices), traffic engineering has become very complex.
Traffic Engineering uses probability theory to estimate the number of servers
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TRAFFIC LOAD Total traffic carried by a trunk during a certain time interval.
TRAFFIC MEASUREMENT Memory and other software in a telephone system
which collects telephone traffic data such as the number of attempted calls, the number of completed calls and the number of calls encountering a busy. The objective of
traffic measurement is to enter the results into a traffic engineering calculation and
so arrange ones incoming and outgoing trunks to get the best possible service.
TRAFFIC MONITOR A PBX feature that provides basic statistics on the amount of
traffic handled by the system.
TRAFFIC OFFERED AND CARRIED People pick up the phone and try to place their
calls. This is Traffic Offered to the switch. The calls that get through the switch and
onto lines is called Traffic Carried. The difference between traffic offered and carried is the traffic that was lost or delayed because of congestion. There are two basic
ways of measuring traffic erlangs and CCS (or hundred call seconds).
TRAFFIC OVERFLOW The condition that occurs when traffic flow exceeds the
capacity of a particular trunk group and flows over to another trunk group.
TRAFFIC PATH A path over which individual communications pass in sequence.
TRAFFIC RECORDER A device which measures traffic activity on a transmission
channel. It does no processing, only observation of conditions.
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TRAFFIC TABLE A computer database into which a switch enters a count of activity. Certain detected operating errors are also entered in the traffic table.
TRAFFIC USAGE RECORDER A device for measuring and recording the amount
of telephone traffic carried by a group, or several groups, of switches or trunks.
TRAINING (VOICE RECOGNITION) Speaker-dependent voice recognition systems
must be trained to recognize their masters voice. The user reads a word or phrase
into the system several times. The system uses these repetitions to create a template
that will determine future recognition.
TRANSLATIONS Translations are changes made by the network to dialed telephone numbers to allow the call to progress through the network. Sometimes the
translations are made automatically. Take one series of dialed numbers; convert
them to another. Sometimes, translations are done with the help of lookup tables,
also called databases.
TRANSLATOR 1. In telephone equipment, it is the device that converts dialed digits into call-routing information.
2. A communications device that receives signals in one form, normally in analog
form at a specific frequency, and retransmits them in a different form.
3. A device that converts information from one system into equivalent information
in another system.
TRUNK A communication line between two switching systems. The term switching
systems typically includes equipment in a central office (the telephone company)
and your customer-based equipment (PBX or ACD).
TRUNK ACCESS NUMBER The number of the trunk over which a call is to be routed.
TRUNK GROUP A group of essentially like trunks that go between the same two
geographical points. They have similar electrical characteristics. A trunk group per208
forms the same function as a single trunk, except that on a trunk group you can
carry multiple conversations.
TRUNK GROUP ALTERNATE ROUTE The alternate route for a high-usage trunk
group. A trunk group alternate route consists of all the trunk groups in tandem that
lead to the distant terminal of the high-usage trunk group.
TRUNK HOLDING TIME The length of time a caller is connected with a voice processing system. Defined from the time when the system goes off-hook to the time
the port (i.e. the trunk) is placed back on hook.
TRUNK HUNTING Switching incoming calls to the next consecutive number if the
first called number is busy.
TRUNK OCCUPANCY The percentage of time (normally an hour) that trunks are in
use. Trunk occupancy may also be expressed as the carried CCS per trunk.
TRUNK QUEUING A feature whereby your phone system automatically stacks
requests for outgoing circuits and processes those requests on, typically, a firstin/first-out basis.
TRUNKS IN SERVICE The number of trunks in a group in use or available to carry
calls. Trunk in service equals total trunks minus the trunks broken or made busy for
any reason.
ons and accessories it needs to make it complete and functional from the moment
of purchase. The idea is you just turn the key and it works.
TWISTED PAIR Wiring that consists of two small, insulated copper wires twisted
around each other. When shielded, it reduces interference from other wires and is
used in LANs and workstation connections. Unshielded twisted pair is commonly
used in telephone cable.
TWO-PRONG JACK This type of connection between the handset or headset and
the body of the telephone is most commonly found at the receptionists or attendants console or an ACD telephone set. Compare to MODULAR JACK.
TWO WAY TRADE A shift schedule trade in which two employees are working
each others schedules.
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UCD Uniform Call Distributor. A device for allocating incoming calls to a bunch of
people. Has many fewer features than an Automatic Call Distributor. For a more
comprehensive explanation see UNIFORM CALL DISTRIBUTOR. Rarely if ever
seen anymore.
UN Industry jargon for UNreachable, an unsuccessful call where the agent is
unable to speak to the contact or decision maker.
UNACD See SERVER-BASED ACD
UNATTENDED CALL Calls placed by a computerized dialing system in anticipation of an agent being available to answer the call. A called party is detected
answering the phone and no agent is available to serve the call. The system hangs
up on the party so as not to create any greater nuisance than has already occurred.
UNDERSTAFFING LIMIT The percentage by which youll allow the scheduling
process to fall short of the required staffing level in any period. This typically provides more economical coverage during the least-busy periods of the day.
UNIFIED MESSAGING In the past, all messages were different. A voice mail message was recorded and stored on one server. An e-mail came in through a separate
date network and sat on a different server. Faxes were physical pieces of paper, or
at best, graphics files processed by your fax modem.
Unified messaging brings them all together, if not into one medium, under one roof.
Its a class of applications for business that give a user a central location for viewing and dealing with all the incoming messaging traffic he or she might get, both
inbound and outbound. One advantage is that it lets the user classify messages by
person, so all communication from a particular person can be prioritized up or
down. It also brings new tools into the picture, like hybrids that read e-mail aloud,
or that OCR fax traffic into e-mail format. This can be very confusing to deal with,
but since the average person in American business gets upward of 200 messages a
day (no lie), unified messaging, sensibly implemented, can be a smart way to
improve productivity. It works best when theres a contact management program
behind it, smartly popping up phone numbers and other information when a message comes in. And if its corporate-wide, then unified messaging can give you an
audit trail of incom ing customer messages.
UNIFORM CALL DISTRIBUTOR A device for distributing many incoming calls uniformly among a group of agents. A Uniform Call Distributor is generally less intelligent, and therefore less costly than an ACD. A UCD will distribute calls following a
predetermined logic, for example top down or round robin. It will not typically pay
any heed to real-time traffic load, or which agent has been busiest or idle the longest.
Nor will it allow you to use skill-set routing, or any sophisticated overflow patterns.
Also, a UCDs management reports tend to be rudimentary, consisting of simple
peg counts, as opposed to an ACD, which can produce reports on the productivity
of agents.
UNIVERSAL AGENT A telephone agent who answers incoming calls and also
makes outgoing calls. Also sometimes referred to as a blended agent.
For a long time, agents were either just just inbound or just outbound
because managers felt that most agents were not capable of doing both. And
because it was difficult to manage people who were floating from one side of the
fence to the other. The skills were, allegedly, too different. Now the idea is to
empower the agent with more flexibility and make them universal, i.e. capable of being used for both inbound and outbound. Whats really happening is that
since you can often move an agent from inbound to outbound at the touch of a button, there are cost-savings to be had from cross-training and from the added staffing
flexibility that gives you.
The term is registered to Melita International, and in that case refers specifically to
agents with inbound and outbound capability, plus access to other resources. The
term is also used generically, and widely.
UNIVERSAL DEVICE An SCSA device. A call processing device which has every
conceivable resource for the handling of calls. The SCSA programming applies
resources from many different physical devices to a call processing task. These then
act as if they were a single universal device.
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cold call to a consumer with an unlisted number, no matter how you got that
number, is tricky business. Over 25% of private phone numbers in major metropolitan areas are now unlisted a service their subscribers pay extra for. See
NON-PUBLISHED.
UNSUCCESSFUL CALL A call attempt that does not result in the establishment of
a connection.
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V-COMMERCE V-commerce was concocted by Nuance, a speech recognition company, and promptly trademarked. Normally trademarking a term is a foolhardy
practice if you want it to become a common coinage. Nonethless, v-commerce
refers both to a group of associated vendors Nuance has gathered to develop applications for their speech recognition system, and to the idea of speech-enabled-ecommerce.
V-commerce is a way of shorthanding the notion of telephone transactions
enhanced by a speech recognition front end. Its somewhat evocative. Its our belief
that the practice of adding speech rec to call center apps will become so prevalent
in the next few years that we wont need a separate term to describe it; it will just
be a fact of the way call center call flow will be designed.
As an example, note that we dont have (or need) a separate term to describe a call
center frontended by an IVR or traditional voice response system.
VAD Value Added Dealer. Another term for Value Added Reseller (VAR).
Essentially, VARs or VADs are companies who buy equipment from computer or
telephone manufacturers, add some of their own software and possibly some
peripheral hardware to it, then resell the whole computer or telephone system to
end users, typically corporations.
VANITY NUMBER A phone number that spells a word, like the name of the company or product. They are popular with 900 and toll-free services, like 800-MATTRES for Dial-A-Mattress, 900-ROBOCOP to promote a movie, or 800-USA-RAIL
for Amtrak fares and schedules. Names or cute phrases are easy for customers to
remember, but hard to dial. When seeking a new vanity number, remember to ask
for it in all the new toll-free codes; you dont want your competitors grabbing your
cool phone number in 888 or 877 because you forgot.
VAR Value Added Reseller. A company that buys a piece of equipment from a manufacturer, adds their own software, peripheral or other enhancements to it, and then
resells it to the end user. The enhancements often streamline the product for a particular industry niche. VARs include business partners ranging in size from
providers of specialty turn-key solutions to larger system integrators.
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VDN Virtual Defined Network. A Lucent term for the network that can be defined
between or among Definity switches.
VECTOR A series of commands or call processing steps that determine how calls
are handled or routed. Call vectoring offers more flexibility in managing incoming
call traffic, assuring that calls get answered quickly, by the best qualified agent,
according to AT&T.
VERY LOW FREQUENCY MAGNETIC RADIATION See VLF.
VIDEO KIOSK It isnt practical to expect everyone who wants to communicate with
your call center visually that is, by video to have all the equipment they need at
home. A video kiosk provides that equipment in a public area, such as a mall or building lobby, or in a semi-public area such as in a bank branch or even a supermarket.
Though this technology hasnt caught on in a big way, its being explored extensively by financial services firms, who are using the ATM-use model to perhaps justify consumers going up to a video kiosk and securing a loan, or an insurance policy something you need human interaction to accomplish, but that can be done
more cheaply when the humans are centrally located.
VIRTUAL BANDING A WATS service that provides tiered pricing, but not physical
bands that require separate trunks. With virtual banding any call can go out on any
trunk, and you are charged based on the destination of the completed call. See
BAND, WATS.
VIRTUAL BYPASS Virtual bypass is a way smaller users can fill the unused portion of local T-1 dedicated loops going from a user site to a local office of a long distance company, called a POP (Point of Presence).
VIRTUAL CALL CENTER A virtual call center is several groups of agents, usually in geographically separate locations, that are treated as a single center for
management, scheduling and call-handling purposes. In some rare cases the virtual call center is made up of agents working from their homes, with a telephone
switch at company headquarters (or Centrex) routing the calls.
All virtual call centers require transmission services between sites that is more than
the average local telephone company offers. To switch the calls, call routing information, and data between the sites requires a lot of bandwidth. This bandwidth is
achieved with a private line between locations, switched high bandwidth telephone
services or ISDN. A virtual call center also requires sophisticated routing and networking features from all the call centers ACDs.
VIRTUAL PRIVATE NETWORK VPN. A service provided by a local or long distance telephone carrier that offers the special features of a private network (conditioning, error testing, and higher speed, full-duplex, dynamically allocated bandwidth), over the public switched network, usually for a cost that is lower than
installing a real private network.
VLF Very Low Frequency magnetic radiation. A slice of the electromagnetic spectrum emitted by video display terminals (aka computer screens) whose long-term
danger to human beings has been neither proven or disproven. Emissions are greatest to the rear and sides of the display. Something to keep in mind when designing
the layout of your call center.
VOCABULARY DEVELOPMENT Development of specific word sets to be used for
speaker independent recognition applications.
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$200,000 or more for an extensive, sophisticated system that can handle messages for a large corporation.
Here are some of the benefits of voice mail:
1. No more telephone tag. Voice mail improves communications. It lets people
communicate in non-real time.
2. Shorter calls. When you leave messages on voice mail, your calls are invariably
shorter. You get right to the point. Live communications encourage chit chat
wasting time and money.
3. No more time zone/business hour dilemma. No more waiting till noon (or rising
at 6 A.M.) to call bi-coastally or across continents.
4. Fewer callbacks. In some cases, as many as 50%.
5. Improved message content. Voice mail is much more accurate and private than pink
slips. Messages are in your own voice, with all the original intonations and inflections.
6. Less paging and shorter holding times.
7. Less peakload traffic.
8. 24-hour availability.
9. Better customer service (if used properly).
10. Voice mail allows work groups to stay in contact morning, noon and night.
VOICE MAIL JAIL The dead-end you find yourself in a voice mail system, when no
matter what you try, you can not reach a live human being. Commonly this is
caused when pressing 0 on your telephone keypad does not deliver you to an
operator or other human. Sometimes it is caused when one message says, If you
need to speak to someone right away, call Jane at 334. When you dial that extension, Jane tells you to talk to someone else, and so on, until you are just stuck. Dont
put your customers in voice mail jail. Always give them a way to reach a human.
(And coordinate contingency messages so you dont create a chain gang.)
VOICE MAIL SYSTEM A device to record, store and retrieve voice messages. There
are two types of voice mail devices those we will call stand-alone and those
that come with a telephone switch like an ACD or a PBX. Often these switch-based
voice mail systems are simply the guts of a stand- alone system mounted in the
phone system cabinet. Once, stand- alone system did not integrate with your
phone system. Today a voice mail system that cannot activate a message-waiting
indicator or automatically transfer a call from the phone system to the voice mail
system after a certain number of rings is obsolete.
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There are several levels of switch/voice mail integration though. Some voice mail
systems can alter the display on your telephone sets soft feature buttons to make
accessing voice mail playback features such as forward, reverse, slow, fast, stop as
simple as pressing the appropriate button. See VOICE MAIL.
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It is thought that the long distance carriers will eventually shift a lot of their network
traffic to the internet or some post-internet packetized network technology. Indeed,
there is no reason why any fax traffic has to travel over the old system - latency isnt
an issue, but cost is. See FAX-OVER-IP.
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VOICE STORE AND FORWARD Another, older, name for voice mail. See VOICE
MAIL.
VSE A British Term. Voice Services Equipment, a generic term for voice response
unit, interactive voice response, voice processing unit and so on.
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WEIGHTED CALL VALUE WCV. The average handling time of a call transaction.
ACD vendors count this differently. Typically, its a combination of the talk time and
the after-call work or wrap-up time.
WET T-1 A T-1 line with a telephone company-powered interface.
WHISPER PROMPT The verbal announcement, silent to the caller, that tells the
agent what type of call is arriving. Less sophisticated than a screen pop that
delivers a computer screen of information to the agent, a whisper queue, or whisper prompt, can be accomplished by the telephone system (usually an ACD) alone.
A screen pop requires integration between the telephone system and the computer system.
cies within a band of interest. Seldom occurring in nature, white noise is a useful
tool for theoretical research. White noise is also used less scientifically to simply
mean background noise. When the first digital PBXs came out, their intercom circuits were so clean, they spooked users who were used to some noise on the line.
And some PBX manufacturers added a little white noise to their PBXs.
WIDE AREA NETWORK WAN. A data network typically extending a LAN (local
area network) outside the building, over telephone common carrier lines to link to
other LANs in remote buildings in possibly remote cities. A WAN typically uses
common-carrier lines. A LAN doesnt. WANs typically run over leased phone lines
from one analog phone line to T1 (1.544 Mbps). The jump between a local area
network and a WAN is made through a device called a bridge or a router. Bridges
operate independently of the protocol employed.
WIRE CENTER SERVING AREA That area of an exchange served by a single wire
center.
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WORD SPOTTING In speech recognition over the phone, word spotting means
looking for a particular phrase or word in spoken text and ignoring everything else.
For example, if the word to spot was brown, then it wouldnt matter if you said I
want the brown one, or how about something in brown? In short, word spotting
is the process whereby specific words are recognized under specific speaking conditions (i.e. natural, unconstrained speech). It can also refer to the ability to ignore
extraneous sounds during continuous word recognition.
WORK AT HOME The new term for telecommuting. Between the Internet and software-based ACDs, the technology for telecommuting has improved greatly over the
last 10 years. Vendors of this next generation technology dont want you thinking
about that failed telecommuting project of yore when you consider their product, so
they call it a work-at-home system. Call center agents are particularly well suited
for working at home (compared to say, a waiter or a football player). When one of
your agents works at home, he or she is called a REMOTE AGENT.
WORKFLOW The way work moves around an organization. It follows a path. That
path is called workflow. Heres a more technical way of defining workflow: The
automation of standard procedures by imposing a set of sequential rules on the procedure. Each task, when finished, automatically initiates the next logical step in the
process until the entire procedure is completed.
WORKFLOW MANAGEMENT The electronic management of work processes such
as forms processing (for example, insurance policy acceptances) or project management using a computer network and electronic messaging as the foundation.
For example, lets say when an order comes into your company, it first goes to the
credit department, then to the warehouse where inventory is checked, a letter sent
if something is not in stock, products are picked and packed, then sent to the shipping department. Each department might be responsible for bringing the order to
the next step, or the process might be done automatically. Either way, the process
is called workflow management.
Workflow management can be automated and when all the work is done on computers or electronically in some way, having an automated workflow management
system can be a big benefit. In your call center automated workflow management
means that when an agent completes an order it automatically is sent to the next
step, whether thats the credit department, or somewhere else. With automated
workflow management a field salesperson can hit a button to assign a phone salesperson to schedule an appointment with a client. Or the warehouse can assign an
agent to call a customer and tell her that certain items in her order are not available.
The system automatically sends back the confirmation that the work has been done
and other details (such as the day and time of the appointment to the salesperson).
WORKLOAD The total duration of all calls in a given period (half hour or quarter
hour), not counting any time spent in queue. This figure is equal to the number of
calls times the average handle time per call.
WORKSTATION In the telecom industry, a workstation is a computer and a telephone on a desk and both attached to a telecom outlet on the wall. The computer
industry tends to refer to workstations as high-speed personal computers which are
used for high-powered processing tasks like CAD/CAM or engineering. A common
PC is not usually considered a workstation. (Unless its running Unix, or is powered
by a RISC chip. Then, for some reason, it seems to qualify.) The term workstation is
vague.
WRAP-UP Between-call work state that an ACD agent enters after releasing a
caller. Its the time necessary to complete the transaction that just occurred on the
phone. In wrap-up, the agents ACD phone is removed from the hunting sequence.
After wrap-up is completed, it is returned to the hunting sequence and is ready to
take the next call.
WRAP-UP DATA Ad hoc data gathered by an agent and entered into either the
ACD system or some other customer data management application following a call.
WRAP-UP TIME The time an employee spends completing a transaction after the
call has been disconnected. Sometimes its a few seconds. Sometimes it can be minutes. It depends on the rules for the bcenter. XDP Ron Stadler of Panasonic dreamed
this one up. It stands for eXtra Device Port. Its an analog RJ-11 equipped port on
the back of a Panasonic digital telephone, which is driven by Panasonics Digital
Super Hybrid switch. The XDP is an extension line completely separate from your
digital voice line. You can be speaking on the phone while receiving or sending a
fax or while sending or receiving data. Or plug a cordless phone or answering
machine into the XDP.
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ZERO USAGE CUSTOMER A carrier term for a customer who has not placed a call
over the network, even though he/she is an active customer. Sometimes used interchangeably, but incorrectly, with the term no usage customer.
ZIP TONE Short burst of dial tone to an ACD agent headset indicating a call is
being connected to the agent console.
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