SIP is a signaling protocol for initiating, managing, and terminating communication sessions in VoIP or Unified Communications.
A basic understanding of these call center definitions enhances communication, ensuring smooth interactions between customers and agents. It also helps new and existing agents, managers, and support staff stay aligned.
Wait! Wait! This isn’t as boring as it looks like. If you are a part of call center operations, an entrepreneur who has just started his business, or a businessman who is here to stay in the long run, you should know these basic call center terminologies that might help you throughout your call center journey.
Call Center Terminologies for Your Effective Call Center Solutions
A comprehensive guide to call center terms, which we encounter daily and still need to learn about.
What is a CDR (Call Detail Records)?
A CDR records users’ call details, billing information, analysis, and performance monitoring information. Its applications include caller ID, recipient number, call start and end times, call duration and type, agent ID, and more. CDRs assess agents’ performance, monitor call center traffic, and improve efficiency by analyzing new trends and outcomes.
What is CRM (Customer Relationship Management)?
A system integrated with call logs, customer history, and communication preferences that manage interactions between a company and its new or potential customers. It tracks customer details, purchase history, and previous interactions to provide a comprehensive view. It improves customer satisfaction by allowing agents quick access to customer history and relevant data, streamlining interactions, and personalizing service.
IVR for Contact Center
One of the call center terms you are familiar with is IVR. IVR is a technology that guides callers through auto-generated voice prompts to complete operations that interact with and gather callers’ information and route the calls to the concerned departments or agents based on the input provided by the caller. Implementing an IVR system to your business communication network reduces call waiting times, improves call routing, and increases self-service by minimizing dependency on human resources.
Predictive Dialer
Predictive dialer, a call center terminology, automatically places calls for agents in outbound call centers by predicting the customers’ availability. The dialer detects busy signals, voicemails, and no answers, connecting agents only to the calls that are answered and not ignored. It increases agents’ productivity by minimizing idle time and enhances customer satisfaction by reducing wait times.
Public Switched Telephone Network (PSTN)
A global network of telephone lines, fiber optic cables, and cellular networks used for voice communication is now often considered a year-old traditional landline system. It enables mobile phones or landlines to connect by switching circuits. However, the revolution in the telecom sector has convinced us to adopt a more cost-effective and digital solution, Voice over Internet Protocol (VoIP).
Private Branch Exchange (PBX)
A Private Branch Exchange (PBX) is a private telephone network used within a company to handle Internet calls and route external calls efficiently. PBX systems are mainly On-premise PBX, IP PBX (using VoIP technology), and cloud-based PBX. A PBX system lowers operational costs, improves call management, and provides features like call transfer, call parking, call queuing voicemail, and video conferencing.
What is VoIP (Voice over Internet Protocol)?
VoIP is a technology that converts voice into digital packets, allowing you to make phone over the Internet instead of using year-old traditional landline phones. Unlike traditional methods, VoIP is a cost-effective solution that supports multimedia communication and integrates with various software systems. It allows call centers to handle calls at lower costs and enables easy scaling and integration with other digital communication tools.
WebRTC (Web Real-Time Communication)
A set of protocols and APIs that enable real-time voice, video, and data communication between mobile applications and web browsers. They enable direct communication between browsers without additional software. Protocols also enhance customer interactions by supporting video conferencing, live chat, and other browsing features within web applications, improving customer support quality.
What is Software as a Service (SaaS)?
Software as a Service (SaaS) is a cloud-based model in which software applications are hosted and delivered over the Internet. Users can access the services on their web browsers without installing software or extensions. SaaS services are typically offered on a subscription basis and offer scalability, automated updates, and flexibility. They lower infrastructure costs and simplify software management.
Two-factor authentication (2FA)
A two-layer safety protocol where a user provides two authentication factors to verify their identity. You and I have encountered these verification methods many times. These authentication methods ensure customer account security when giving access to sensitive information. They enhance security by reducing unauthorized access, protecting customer data, and maintaining regulatory compliance.
What are Unified Communications (UC) Solutions?
An umbrella platform for all your communication channels into a single session interface, including voice and video calls, instant messaging, presence, and more, allows agents or users to access multiple tools in one interface, improving collaboration and customer service responsiveness.
What is Direct Inward Dialing (DID)? And How Does it Work?
A telephone service that allows a company to assign direct numbers to individual lines instead of a receptionist redirecting the calls to concerned agents. It enables calls to be redirected directly to the concerned department or agent, improves call handling efficiency, reduces workload, and enhances customized services so customers can directly reach preferred services.
What is Omnichannel Customer Service?
Omnichannel communication terms include an integrated service that enables a seamless customer experience across all communication channels, including phone, email, chat, social media, and SMS. It allows customers to switch channels without losing the context and improves the experience by providing consistent service and customized interactions.
Session Initiation Protocol (SIP)
SIP is a signaling protocol for initiating, maintaining, and terminating communication sessions, such as voice and video calls. The protocol supports VoIP calls, video conferencing, and other data transmission methods over the Internet. It provides flexible and scalable digital communication, enabling call centers to expand and adapt to emerging communication needs and demands.
Voice over Long-Term Evolution (VoLTE)
A high-speed wireless communication network is standard for mobile phones and devices, delivering voice calls over LTE instead of year-old traditional voice networks. It provides high-quality audio calls with high-speed connection times. It allows us to simultaneously use voice and data, enhancing the customer experience and improving connectivity among team and customer calls.
Final Thoughts
Call center terminology is essential to ensure smooth and efficient operation. A keen knowledge of these terms helps agents, supervisors, and management communicate effectively and seamlessly, reducing uncertainty and improving team understanding. By having a precise vocabulary around critical concepts, the team can focus on optimizing performance that directly impacts customer satisfaction and operational efficiency.
