First, it has traditionally been used within intergovernmental development organizations –– primarily those that originated in the Non-Aligned Movement­ ­â€“– to refer to economically disadvantaged nation-states and as a post-cold war alternative to “Third World.” Transfers can be unannounced, which is called a cold transfer, or announced, which is called a warm transfer. Process ImprovementA series of actions to identify, analyze and improve a company’s processes to achieve greater efficiencies, based formally or informally on DMAIC, the central tool in the Six Sigma process that stands for define, measure, analyze, improve and control. Hospital call centers support a number of different functions, such as nurse triage; appointment scheduling; nurse, physician help lines; patient financial services; patient care coordination; and lab information lines, among others. Local Area Network (LAN)An integrated system of computers inside a building, enabling computers to share information. Best PracticesProcedures or methods that are accepted as the most effective to achieve an objective. This is usually done by scanning the documents. Electronic trade conducted over cell phones, tablets or other devices. If your company is in Canada, for example, you can sell to people in the USA, Latin America, Europe, Asia, etc. Knowledge Management SystemIn relation to handling customer interactions, this system maintains a database of relevant knowledge used to assist the Brand Specialist when providing information to a caller such as product information, cost, warranty, company policies, installation, usage and maintenance. E-commerceElectronic Commerce. This is measured from the first ring to the moment a call has ended. To contact our Customer Support Team, please use the ‘Support’ button on the screen. Visible QueueWhen a caller is informed by an automated announcement about an expected wait time. Not Ready StateThe state of a Brand Specialist who is not currently available to take calls. ArchitectureThe fundamental structure of a system. Call MeteringLimiting the number of incoming callers that can get through the switch at one time. Reports can be generated by call types, handing time and time of day. RetrialWhen, after receiving a busy signal, a caller dials again in an attempt to make contact. Social Media TrainingTeaching social media practitioners the strategies, best practices, tools and tactics necessary to fully leverage social media for the benefit of a brand. 3PL (Third-party logistics)An outsourcer that manages the movement of resources to the places they are needed. Answer RateNumber of calls answered by Brand Specialists in comparison to the number of calls offered. Peak TrafficWhen traffic is at its pinnacle for a telecommunications system. The international community is a vague and subjective phrase used in geopolitics and international relations to refer to a nebulous group of people and governments of the world. Call Center OutsourcingCall center outsourcing refers to the business strategy of partnering with an external company to manage customer contacts. Response TimeThe time it takes to respond to a request for service. FCCSee Federal Communications Commission. SeasonalityFluctuation in the volume of business from one time period to another. Social Media ManagementAn effort to regulate social media use in a business concerned with maintaining a positive image. See social media customer care. RespOrgs are organizations that have access to the SMS/800 database, which contains information regarding the status of all toll free numbers, and can assign toll free numbers, according to the Federal Communications Commission. Trunk GroupMore than one trunk provided by the local telephone company or other carrier. Computer Telephony Integration (CTI)The amalgamation of the telephone and computer system, which holds the database from which the company functions. Agent AvailabilityOften conveyed as a percentage, agent availability is a measure of the time that Brand Specialists are available to accept inbound calls. Expressed as a percentage of logged in time. Management by Walking Around (MBWA)When a manager or supervisor physically walks through the contact center to oversee contact handling and performance. Tasks are analyzed and broken down in an effort to compartmentalize discrete steps and ascertain what the next steps should be. The benefits of outsourcing include delegating the costly and time consuming efforts dedicated to hiring, training, quality assurance and staffing, while creating the opportunity to focus your time on customer service strategy, insights and the performance of your business. TSAPISee telephony services application programming interface. The calibration is based on the assumption that a few callers will try to reach the call center again if they receive busy signals. By Anne Garland Mahler, University of Virginia The Global South as a critical concept has three primary definitions. ProcurementThe act of acquiring or buying goods or services from an external source, often by a bidding process. Span of ControlA ratio of the number of Brand Specialists to the number of supervisors who manage them. One of three levels of value in the call center, according to the International Customer Management Institute. Many different factors can affect the forecast, including seasonality, marketing, promotions and organic brand growth. Call Detail RecordingData on each call, acquired and stored by the automatic call distributor (ACD). This may also be referred to as an analytics dashboard for quick access to key social media metrics all in one place. Yellow Pages (YP)Based on location, Yellow Pages serve as a local online search directory, media and advertising company for businesses promoting goods and services. It brings everything together in one place. Agent OccupancyThe amount of time a Brand Specialist is actively in talk time or after-call work versus idle (waiting for a call), frequently expressed as a percentage. The turnover rate is the percentage of employees that leave the company on an annualized basis. Reports may be generated by automatic call distributors (ACDs), third-party ACD software packages and call detail recording systems. Non-Productive Agent TimeTime for which Brand Specialists are being paid but are not on the phones – also called off-phone time. See text. They often handle contacts via channels beyond the telephone, including email, chat, social media and SMS. 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