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Recruiter's Glossary
Industry
Examples:
Occupancy Rate
•
Call Routing
•
IVR (Interactive Voice Response)
Call Centers Terms
Understanding these terms will help you better evaluate candidates and communicate with hiring managers
Hold Time
CTI (Computer Telephony Integration)
Occupancy Rate
Average Speed of Answer (ASA)
Scheduling
Nice inContact
Shrinkage
Real-Time Monitoring
Preview Dialing
Call Disposition
Handle Time
After Call Work (ACW)
Screen Monitoring
PBX (Private Branch Exchange)
Quality Assurance (QA)
Wrap Time
Service Level
Dialer Systems
VOIP (Voice Over IP)
Virtual Queue
Five9
Wallboard
ACD (Automatic Call Distribution)
Speech Analytics
Skills-Based Routing
Adherence
Talk Time
Queue Management
Call Whisper
Predictive Dialing
Call Metrics
Call Recording
Progressive Dialing
Abandon Rate
Avaya
Call Routing
IVR (Interactive Voice Response)
Silent Monitoring
Genesys
Call Barging
Real-Time Adherence
Call Monitoring
WFM (Workforce Management)
RingCentral
Call Scripting
KPI Dashboard
Call Flow
Forecasting
Erlang Calculator
Cisco UCCE
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