free2money

Are you new to call centers or thinking of carving a career path for yourself in the industry? Before you head out the door for your first interview, get acquainted with some of the terms and technologies you will be faced with. Call centers employ a wide variety of different technologies. This article covers the most common terms and technologies agents are expected to understand and use.

ACD (Automatic call distribution): Part of the CTI that distributes in-coming calls to a group of agents. They are used in companies that take high volumes of calls, where callers require quick service from non-specific agents. More sophisticated systems may route calls to more skilled agents, depending on the reason for the call.

ACW (After call work): Amount of time an agent spends after the call processing customer requests.

AHT (Average handling time): The average time a call takes, including greeting, conversation, wrap-up, and time the caller spent on hold.