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