Call Center Terminology – part 2

CRM Classifying customers, identifying their needs, improving customer interaction, and keeping their complaints, notes and any attachments related to the customer. This system also helps the sales team in identifying and classifying potential customers, etc.

The IVR system is one of the main call center system components. It is a system that asks customers to press a number to select the service they want, then the call route is defined, the department or the type of service required, and then the call is transferred to the appropriate agent.

Call recording feature enables the call center system records the incoming and outgoing calls. The agent or the manager can retrieve it later. It helps in verifying requests, quality control and evaluating the general performance of agents. The customer should be informed in advance that the call is recorded.

It is a feature that handles incoming calls, the system recognizes the incoming call, performs checks in the database, answers the call and forwards it to the most appropriate available agent. An important role of the ACD is to produce information that helps management track call and agent performance.