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