Call Center Buzzwords

Call center agents are expected to be effective communicators

. English language skills, such as using correct pronunciation, grammar, and diction are vital qualities of a customer service representative. In the laymens terms, customer services representative are impressive when it comes to speaking technical terms which are not usually heard. These terms are referred to as buzzwords.

The Merriam-Webster Dictionary defines buzzwords as a technical word or phrase often of little meaning and voguish used to impress laymen. Call center companies use buzzwords and buzz phrases in almost an ordinary way or part of the norm. Therefore, call center agents need to familiarize themselves with these buzzwords and buzz phrases as a prerequisite.

One of the common and widely used buzzword is the Automatic Call Distributor. The ACD features skill based routing of incoming calls to the appropriate call center agent based on pre-established handling instructions. A predictive dialer is responsible for doing automated calls to a sequence of phone numbers and screening out answering machines, busy numbers, and no answer calls. In this way, outbound call center agents save time and increase productivity by not spending time in unnecessary calls.

Another buzzword is the Issue Tracking System. It is used to record and follow the progress of a customer related issue. This system secures all relevant data so that executives can see and decide who could best resolve the issue. Text Analytics Applications is another call center buzzword, referring to applications analyzing data from texts and extracting a large number of text-based interactions.

Call center companies provide center agents with a knowledge base, a centralized repository of diverse information. It is an important part of a knowledge management system to give agents and customers necessary information. Call centers also have speech analytics applications that screen customer interactions for a thorough identification of customers needs. Such applications can detect cost avoidance opportunities, cross-sell and up-sell opportunities, as well as determine the reason why customers close their accounts.

Managing call volume is made easier by the so-called Computer Telephony Integration. CTI allows call center agents to receive a pop-up of a customers information when a customer calls, thus increasing the agents productivity by eliminating the time consumed in looking up the needed information while the call is taking place. In a call center company, these buzzwords are important functionalities that agents and executives must be fully oriented about and made aware of.

by: Phillip Eastwood

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