Category: Glossary

A situation where a customer ends the interaction before being connected to an agent.

A self-review process where agents score their own customer interactions using the same criteria as their supervisors would, helping improve awareness and accountability.

The process of automatically routing incoming calls to available agents based on call volume and queue strategy.

A unified digital interface combining communication channels and tools to help agents deliver quick and consistent service.

The process of capturing phone calls for quality assurance, legal compliance, and performance review.

Efforts to improve how a contact center runs—making operations more productive, cost-effective, and customer-focused.

The practice of storing business-related phone calls to document communications, improve service, and ensure compliance.

Organized efforts to reach customers using various channels like phone, SMS, email, and web to promote services or products.

The individual (usually a customer) who initiates contact with the call center.

A centralized support service for public institutions to handle citizen inquiries through multiple communication channels.