Call Center Terms
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Call Center Terms
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25 Questions

1. Web self-service

2. Abandoned call

3. Qos

4. Asp

5. Wan

6. Predictive dialer:

7. Gos

8. Erp

9. Ins

10. Voip

11. Voice response unit (vru):

12. Document management system (dms):

13. Average talk time:

14. Ldq - longest delay in queue

15. Call center schedule adherence:

16. Asa

17. Sbr

18. Expected wait time (ewt):

19. Session initiation protocol

20. Computer telephony integration (cti):

21. Interactive voice response

22. Screen pop

23. Automatic call distributor

24. Automatic call distributor (acd):

25. Outbound call

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