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Call Center Dictionary Archives
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Dec21
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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.
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Aug22
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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,...
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