Call Center Dictionary Archives

Mar13
What is a Predictive Dialer?
Predictive dialers are automated calling systems designed to increase efficiency in high-frequency telemarketing and outbound call centers. These telephone dialing systems place calls from a predefined list of target numbers and transfer any successfully answered call over to an available...
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Dec21
Automatic Call Distribution
Designed to answer, queue, and route incoming calls, the Automatic Call Distribution (ACD) is the foundation for inbound calls. This system is able to process more calls than a human agent ever could. It recognizes and answers an incoming call; it looks in its database for call routing instructions. Continue Reading
Aug22
Explaining SPH
SPH stands for sales per hour. That is per agent hour.If one agent can make one sale per hour, the call center will tell you that they are getting a 1.0 sph (sale per hour) for that agent. So usually,... Continue Reading
 


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