The Ultimate Contact Center Glossary: From ACD to Omnichannel – Everything You Need to Know to Elevate Customer Service
The evolution from call centers to contact centers has come with a fresh lexicon of terms, metrics, and tools. In this definitive guide, we break down the essential contact center terminology, enriched with real-world applications, comparative insights, and practical tips. Whether you’re a CTO, customer service leader, or industry partner, this glossary is your go-to resource for mastering the language and strategies that drive top-tier customer service.
Contents
- Agent
- Automatic Call Distribution (ACD)
- Agent Status and Status Codes
- Average Handle Time (AHT)
- Average Speed of Answer (ASA)
- Abandoned Call
- Contact Center vs. Call Center
- Direct Inward Dialing (DID)
- Hunt Group / Ring Group
- Interactive Voice Response (IVR)
- Service Level (SL) and Service Level Agreement (SLA)
- Omnichannel Customer Service
1. Agent
Definition: The agent is the human connection point in customer service—handling calls, chats, emails, and sometimes social media inquiries. Also known as customer advisors or representatives, they are responsible for delivering stellar service and resolving issues efficiently.
Real-World Application: Towner recently partnered with a retail company to improve agent efficiency, reducing handling time by 20%. Empowered with training and the right tech, agents created faster resolutions, raising the company’s NPS score.
2. Automatic Call Distribution (ACD)
Definition: ACD is a system that intelligently routes incoming calls to the most appropriate agent or queue based on criteria like skill set and availability.
Why It Matters: Efficient ACD routing directly impacts customer satisfaction and speed of resolution. At Towner, our ACD implementations have consistently reduced wait times, resulting in a 15% increase in customer satisfaction for our clients. By handling peak call volumes seamlessly, ACD solutions are essential for maintaining SLAs and reducing abandoned calls.
3. Agent Status and Status Codes
Definition: Agent Status indicates availability (e.g., available, busy, on a break), while Status Codes provide specific activities like “On Lunch” or “After Call Work.”
Pro Tip: Efficient use of status codes keeps workflows smooth. Towner’s clients, for instance, use customizable codes to optimize agent availability, with supervisors regularly auditing code usage for peak efficiency.
Formula for Calculating Agent Utilization:
4. Average Handle Time (AHT)
Definition: AHT is the average time spent from the start to finish of an interaction, factoring in talk time, hold time, and after-call work.
Formula:
AHT=Talk Time + Hold Time + After call Work / Total Calls Handled
Insight: Lowering AHT is a balancing act. Too low, and quality might suffer. Towner’s training programs have helped reduce AHT by 15% while keeping customer satisfaction high by focusing on targeted troubleshooting.
5. Average Speed of Answer (ASA)
Definition: ASA measures the average time it takes for an agent to answer a call. Many organizations set benchmarks, like answering 80% of calls within 20 seconds.
Optimization Tip: Our clients have improved ASA by 10% after implementing smart call-back options and proactive staffing during peak times. Faster answers mean happier customers and fewer abandoned calls.
6. Abandoned Call
Definition: An abandoned call is one that disconnects before reaching an agent, often due to extended wait times.
Example Solution: Towner’s clients use hold music combined with estimated wait times to reduce abandonment rates. This proactive approach shows the customer their wait is worthwhile, retaining potential business.
Stat to Consider: A 1% decrease in abandoned calls can correlate with up to a 5% increase in conversions, particularly in high-stakes sectors like healthcare and financial services.
7. Contact Center vs. Call Center
Definition: Unlike traditional call centers that focus on phone interactions, contact centers handle multiple channels—phone, email, chat, social media.
Why It Matters: Omnichannel capability is a must-have today. Our clients experience increased customer satisfaction by unifying all interactions under a single platform.
8. Direct Inward Dialing (DID)
Definition: DID allows customers to dial directly to a department or individual extension without going through a main line, often used in conjunction with IVR systems for efficient routing.
Real-World Impact: Direct dialing simplifies customer journeys, giving VIP clients or high-priority contacts direct access to their dedicated representatives.
9. Hunt Group / Ring Group
Definition: A Hunt Group or Ring Group enables simultaneous ringing of multiple extensions until an agent answers. This is ideal for smaller groups without the complexity of ACD.
Practical Insight: Smaller organizations or specialized teams find Hunt Groups practical for quick response, especially when coupled with DID for tailored access.
10. Interactive Voice Response (IVR)
Definition: IVR is an automated system that interacts with callers and directs them based on preset flows. This technology can range from simple routing to advanced account lookups.
Optimization Tip: A streamlined IVR keeps customers happy. Towner’s clients have cut average call times by 25% with IVR systems that get straight to the point, improving satisfaction without sacrificing support.
IVR Flow Example:
11. Service Level (SL) and Service Level Agreement (SLA)
Definition: Service Level is a performance metric, while SLA is a contractual agreement with specific targets (like response time or resolution rate).
Why SL and SLA Matter: Consistently hitting SL targets builds trust with clients. Towner’s SLAs ensure that clients’ customers always get the expected level of support, which is a major differentiator in industries with strict service benchmarks.
Service Level Goal Example:
SL Target = (Calls Answered within Time Goal / Total Calls) x 100
12. Omnichannel Customer Service
Definition: Omnichannel Customer Service allows agents to assist customers seamlessly across multiple channels, improving customer satisfaction by meeting them where they are.
Real-World Insight: Towner’s omnichannel implementations have increased client engagement by 30%, with customers enjoying seamless transitions between channels like email, chat, and voice support.
Key Metrics for Measuring Success:
- Customer Satisfaction Score (CSAT)
- First Contact Resolution (FCR)
- Net Promoter Score (NPS)
