getaline GmbH

Contact Center ABC

 

  1. B
  2. C
  3. D - I
  4. M
  5. O - Q
  6. S
  7. T

Back Office

Area in which numerous processes merge that are not directly related to client contact (including documentation, accounting, etc.).

Back-end Processes

Describes processes that integrate the results produced from client contacts into other areas of the company.

Benchmark

A value that measures performance. Benchmark results can be compared and contrasted with other performance parameters. The goal is to optimize internal processes.

Contact Center

Professional hub for all customer interactions – accessible through all platforms of communication.

Chat

Real-time online dialog with various participants.

Client

Company, for which long-lasting customer relations are crucial for success.

Contact Media

All communication platforms, including telephone, smart phone, fax, and computer.

CRM System

A mostly computerized data management system that allows you to retrieve, manage, and store all customer interactions.

Cross Selling/Up Selling

Methods, describing the purchase of additional or higher-value products and services than initially planned by the customer.

Customer Service Specialist

Specially trained expert in customer dialog.

Data Protection

Regulated rules to protect the privacy of stored data.

Dialer

Dialing program that lets your computer create a connection to a phone number automatically and software-controlled. It replaces tedious and time-consuming manual dialing. The dialer permits you to perform more phone calls within a specified interval than would be possible without it. This makes establishing phone contacts more efficient, takes less time, and costs decrease.

Headset

Combined headphones and microphone enabling hands-free operation.

Inbound

Calls coming into the Call Center initiated by customers.

Monitoring

Capturing systematic processes and procedures, for instance with the use of technology.

Multi-Channel

Describes the entire interaction with the customer through various channels including e-mail, chat, phone, and social media.

Multiskill

Team members who are trained on multiple projects and have the flexibility to be utilized whenever the call volume requires it.

 

Outbound

Calls originating from the Contact Center and proactively initiated by a team member of a Contact Center.

Quality Management

Describes activities to improve and optimize services and processes.

Service Levels

Measures the ratio between incoming calls and answered calls within a certain timeframe – i.e. service level 80/20 means that 80% of the incoming calls have been answered within less than 20 seconds.

Service Orientation

Describes the work attitude of team members in regards to understanding and fulfilling the current and future needs of the customers.

Side-by-Side

Effective coaching method, where the team member is trained right at the workplace and receives immediate feedback.

Social Media

Describes digital media and technologies that people use to communicate with each other and to post and broadcast media content.

Supervisor

A trainer and mentor to team members, who reviews their professional performance, sets goals, and monitors improvements.

Team Leader

Team member who leads a team and ensures that the team reaches its goals.

Technical Reachability

Describes the rate of customers who contact the Call Center and are able to reach and communicate with someone in the Center.

Trainings

Describes targeted processes to provide effective continuing education and training to team members.

Back Office

Area in which numerous processes merge that are not directly related to client contact (including documentation, accounting, etc.).

Back-end Processes

Describes processes that integrate the results produced from client contacts into other areas of the company.

Benchmark

A value that measures performance. Benchmark results can be compared and contrasted with other performance parameters. The goal is to optimize internal processes.

Contact Center

Professional hub for all customer interactions – accessible through all platforms of communication.

Chat

Real-time online dialog with various participants.

Client

Company, for which long-lasting customer relations are crucial for success.

Contact Media

All communication platforms, including telephone, smart phone, fax, and computer.

CRM System

A mostly computerized data management system that allows you to retrieve, manage, and store all customer interactions.

Cross Selling/Up Selling

Methods, describing the purchase of additional or higher-value products and services than initially planned by the customer.

Customer Service Specialist

Specially trained expert in customer dialog.

Data Protection

Regulated rules to protect the privacy of stored data.

Dialer

Dialing program that lets your computer create a connection to a phone number automatically and software-controlled. It replaces tedious and time-consuming manual dialing. The dialer permits you to perform more phone calls within a specified interval than would be possible without it. This makes establishing phone contacts more efficient, takes less time, and costs decrease.

Headset

Combined headphones and microphone enabling hands-free operation.

Inbound

Calls coming into the Call Center initiated by customers.

Monitoring

Capturing systematic processes and procedures, for instance with the use of technology.

Multi-Channel

Describes the entire interaction with the customer through various channels including e-mail, chat, phone, and social media.

Multiskill

Team members who are trained on multiple projects and have the flexibility to be utilized whenever the call volume requires it.

 

Outbound

Calls originating from the Contact Center and proactively initiated by a team member of a Contact Center.

Quality Management

Describes activities to improve and optimize services and processes.

Service Levels

Measures the ratio between incoming calls and answered calls within a certain timeframe – i.e. service level 80/20 means that 80% of the incoming calls have been answered within less than 20 seconds.

Service Orientation

Describes the work attitude of team members in regards to understanding and fulfilling the current and future needs of the customers.

Side-by-Side

Effective coaching method, where the team member is trained right at the workplace and receives immediate feedback.

Social Media

Describes digital media and technologies that people use to communicate with each other and to post and broadcast media content.

Supervisor

A trainer and mentor to team members, who reviews their professional performance, sets goals, and monitors improvements.

Team Leader

Team member who leads a team and ensures that the team reaches its goals.

Technical Reachability

Describes the rate of customers who contact the Call Center and are able to reach and communicate with someone in the Center.

Trainings

Describes targeted processes to provide effective continuing education and training to team members.

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