In the previous article, we reviewed the first part of the most important call center terminology, and in this article we continue to simplify and explain the second part of the most important call center terminology ( CRM – IVR – ACD – Call Recording ):
Explanation of Call Center Terminology
Interactive Voice Response “IVR”
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.
Automatic Call Distributor “ACD
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.