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Glossary

Contactise - omnichannel software for communicating with customers by voice and text from a single operator window. Contactise helps to boost sales and improve service with features such as:

  • Single interface for working in all channels
  • Single history of communication with the client in all channels
  • Service level and channel utilization analytics
  • Configuration of unified business processes in all communication channels
  • Online monitoring of employee performance and meeting KPIs
  • CRM
  • Call scripts and automatic outgoing calls
  • Queue monitoring and management
  • Website visitor information
  • API for implementing new functions and much more

IP-phone, VoIP-phone - a telecommunication device for voice communication of remote subscribers. This phone uses an IP network to transmit voice. To view the IP phone options, click here.

IP-telephony, VoIP-telephony - telephone communication via IP protocol. The use of IP-telephony allows you to save on communication costs, have a number independent of location and use the functions to improve customer service. To see useful IP telephony features for your company, click here.

SIP (Session Initiation Protocol) - data transfer protocol that is used for a variety of purposes - IP telephony, video and audio conferencing, etc.

SIP-number — an ordinary telephone number that is provided by the service provider via SIP-protocol. The uniqueness of this number is that it is not associated with the geographical location.

SIP-trunk - a virtual communication channel between IP-telephony operator and client's office IP-PBX, which allows you to connect any number of phone numbers.

SIP-telephony — a communication over the Internet using the SIP-protocol. SIP-telephony allows you to assign the number not to the location but to the user, and this opens up great opportunities for managing calls and optimizing communication costs.

Outsourcing call center (contact center) - an outsourced call center with its own facilities, with which an agreement is usually signed for a specific client project: calling customers and leads, technical support, etc. There are tasks for which it is more reasonable to use the services of an outsourcing call center, such as short-term promotions, receiving calls related to seasonal discounts. If the tasks are related to the provision of permanent business processes of the company, it is better to organize your own call center

Call center - an organization or a dedicated unit within an organization engaged in processing requests and information through voice channels in the interests of the customer organization (outsourcing call center) or the parent organization.

Contact center - a call center that, in addition to voice also handles requests in chat on the website, via e-mail, in messengers, social networks and other channels.

Cloud call center - a call center that runs on the SaaS nodel. It is also called a virtual call center. The software for the call center in this model is placed on the servers of the provider.

Omnichannel (omnichannel call center) - the unification of separate channels of communication with the customer into one system so that the customer experience of communication with the brand becomes seamless. No communication history is lost when the communication channel changes. The communication with customer continues where it ended in the previous channel, rather than starting all over again.

The Contactise omnichannel platform combines the following communication channels: ip-telephony, SMS, website chat, viber, telegram, WhatsApp, e-mail, facebook, Instagram, call from website, callback.

Contactise provides a single operator workspace for communication in all channels, a unified history of communication with customers across all channels, which is updated immediately and without delay, and statistics across all channels. And you get customer data from all channels: what customer looks at on your website, whether they read newsletters, which store they buy most often, etc.

Multichannel call center - the use of several channels of communication with potential customers, for example, telephone, chat on the website, communication in Telegram. In this case, communication with the client through each channel is done separately. With this approach, managing each channel becomes a complicated task, and it's impossible to obtain the correct total statistics on a customer and channels, the service takes a lot of time for operator and client.

In some cases, different channels are combined in one interface, but unified statistics for all channels, unified business processes and seamless transition from channel to channel even in such cases cannot be provided. Multichannel should not be confused with omnichannel.

Omnichannel banking - a continuous and consistent interaction between the customer and the bank. The objective is to provide customers with the same set of services through both digital and physical channels. At the same time, when changing the service channel, communication with the customer should continue, not start from the beginning.
Example. The client applies for a loan on the bank's website and faces difficulties. The customer can ask for support via chat, phone or messenger. The client contacts via chat. When contacting, the bank employee immediately sees the incomplete form and and advises the client. The client enters or asks the operator to fill in the necessary information. After chat the client decides that it is quicker to call and find out the rest of the questions by voice. The Contactise Omnichannel system bypasses the bank's common IVR and connects the client directly to the operator the client has just spoken with in the chat. The conversation continues from where it stopped.

Omnichannel marketing - a type of marketing that involves the inseparable use of several communication channels for interaction with the consumer:

  • website;
  • online advertising;
  • mobile apps;
  • offline stores;
  • outdoor advertising;
  • messengers;
  • social media;
  • email newsletters;
  • push notifications, etc.

ПIn this case, the information in each channel is not duplicated to the client. The marketing communication is built up with him sequentially, taking into account the previous communication in other channels.

WebRTC - a technology designed for real-time voice and video communication (RTC) via a web browser. The technology is implemented in all popular browsers - Chrome, Edge, Safari and Firefox.

Virtual PBX (Hosted PBX) or cloud PBX - an IP-PBX that is hosted on the servers of PBX provider. This is a telecom service for companies, which replaces the physical office PBX.

SaaS (software as a service, cloud software) — service model, in which customers are provided with off-the-shelf software which is fully serviced by the provider and runs on the provider's servers. Access to the functions are provided to clients naturally via a web browser.

Linux — an operation system based on Unix-like systems, including the utilities GNU. Distributed free of charge.

Text communications - communication with clients in chat on the website, messengers, social networks, in mobile app, by e-mail.

Online chat (webchat) - a communication tool, which allows potential customers to interact with a manager or support service directly on the company's website. The chat window can open automatically or after the user clicks on a special built in widget.

Widget - tools for user interaction with the communication channels on the website. Widgets include: the chat window, the form of feedback, the form of ordering a callback, the form of a call from the site, etc.

Callback - a tool for the website visitor to communicate with the company. The user enters the phone number and after a specified time interval set by the company, the system itself connects the potential buyer with the manager of the company, so that for the company, this call is outgoing, and for the user - incoming. To install the tool it is necessary to insert the technology script into the website code of the organization. To use the callback system no additional equipment is required.

A call from the website - online call directly from the browser. The website visitor clicks the "Call from the website". The widget automatically starts calling the company according to the specified call processing scheme. Communication with the company takes place directly on the website.

Supervisor — the role in the Contactise program, the main tasks of which is to monitor operators, analyze and improve call center performance. The Contactise supervisor's personal account contains tools for controlling the load on operators and communication channels, call center performance analysis in the form of various reports, assigning tasks to operators and control their execution, setting up answer templates, call distribution rules, and much more.

Call center operator (agent) - the role in the Contactise program, which allows you to receive and make calls, handle calls coming from all available communication channels, using a single processing principle. The account also provides access to the client's card, his history, log, dashboard with the current performance, your tasks, and other for quick and efficient solution of the client's problem.

Admin - the role in the Contactise program that has access to the tools to configure and maintain the Contactise system. In personal account, you can create employees` profiles, define access of employees to the system data, connect and configure the work of new channels, set routing of calls and requests, etc.

Session - communication with the customer in text or voice channel.

Simultaneous sessions - the number of communications with customers per unit of time.

Telemarketing — an active telephone sales, which usually involve automatic calls to cold databases of potential customers.

Hotline — call center with a single number for all cities. Usually for the hotline use short mobile numbers or 0800 numbers. Hotlines most often work only on the incoming line to receive applications from citizens or consultations.

Mass outbound calling (Automated Outbound Calling, Mass Outbound Campaign, Outbound Dialer, Autodialer) - a function of call center software for calling large amount of potential customers. There are 4 modes of mass outgoing calls: Preview, Progressive, Predictive, AutoInformer.

AutoInformer - is performed without the operator's involvement. The Contactise software automatically dials the number and when the customer answers it plays a pre-recorded voice message. The message can be informational or contain personal information such as balance, order confirmation, etc.

Preview - the easiest way to make outgoing calls. It is carried out in semi-automatic mode. Before dialing the number, the operator looks through the information about the client. After that he clicks on the call button. The operator hears the entire dialing procedure. If the client answers, the operator starts the conversation on the subject of the call. If the number does not answer, the operator chooses the reason for not responding from the list and moves the call to another time.

Progressive - in this mode, the operator does not dial the number and does not wait for the client's answer. Contactise does everything for him. As soon as the operator is ready, the service "reserves" him for the call and itself dials the next number. If the number does not answer, the service dials the next number and so on, until the response of the client. When the answer is received, the service shows the client's card at the operator's workplace and the conversation starts.

Predictive - the most productive calling mode. It allows you to quickly call a large volume of numbers and provide almost 100% load of operators. Dialing takes place automatically in the background mode. The operator is still talking to one client, and the service is already dialing several new numbers, reckoning that when the conversation is over, the operator will be immediately assigned the client who answered the call. A special algorithm is used to ensure loading that analyzes the progress of the campaign (the number of successful dialings, duration of the call, time unavailability time).

PRI-feed - a digital flow that has 30 talk channels in one stream. That is, up to 30 enterprise subscribers can call at the same time.

PRI - a cable that transmits 30 conversations at once.

GSM-gateway - a device required to connect mobile gsm lines from Vodafone and Kyivstar. GSM lines from Lifecell are connected by ip without GSM-gateway. Read more about GSM-gateways here.

FXO, FXS-gateway - a device required to connect analog lines to the IP-PBX.

Dashboard - a visual display of dynamic information about the call center performance. Depending on the role in Contactise, you can display different information on the dashboard: website visitors, KPIs in groups of operators, the queue of calls and requests, what operators are busy with, the fulfillment of their tasks, and other.

KPI (Key Performance Indicators) of a call center - numerical performance indicators that help measure the performance and efficiency of the call center.

Queue management - вthe ability to automatically send requests to different managers, depending on readiness, competence, area of responsibility, resulting in minimized customer waiting.

Calls/requests queue - a list of calls/requests that are registered in the system and waiting for distribution and processing by the operator.

Operator group - grouping operators by some attribute, for example by the type of calls they serve, by competence, etc. This provides automation of the call center, and allows you to configure optimal work scenarios for each group, and as a result to improve and reduce the cost of customer service.

Customer group - grouping clients by one or more attributes for the convenient work with them. A different business process is configured for each of the groups, which allows you to accelerate customer service. The same customer can be in several groups at the same time.

Tag - an identifier tag by which you can group contacts and requests in Contactise for quick search, filtering, automatic assignment of fields in client cards and building reports by any attribute. For example, new contact, complaint, in progress, pending, SLA level, lead, customer, etc.

Customer card - part of the CRM module in Contactise, where the complete information about client is stored. It receives data from all channels of communication with the customer. The card in Contactise has adjustable fields. It allows you to store and organize any information about client, create groups of clients and suppliers with different fields.

Customer card field - for different types of clients and partners you can store different data sets. For this purpose, different fields are configured in the client card. Thus, a manager who works with suppliers, will not see the fields related to customers, and vice versa. Setting up the fields is performed in one click. To do so, select a specific tag in Contactise, e.g. lead, customer, supplier, etc. The card is then automatically filled with the required fields for the selected tag. Fields can be of the following types: text, number, date and time, selection from a list, yes/no, external source, file and others.

Call log - contains information on incoming, outgoing, missed, worked and unworked unprocessed calls. It contains the date, time, duration of the call, the number to which the call was made to, who received it and other information.

Data export and import - an automatic or semi-automatic input and output between different programs.

Callback - a callback function. When a customer makes a call to your number, the PBX automatically rejects the call and makes the call to the customer number from the most advantageous channel.

IVR (Interactive Voice Response, IVR-меню, voice menu) — a system of recorded voice messages, which performs the function of routing calls within the call center using the information the customer inputs on the phone keypad using the tone dialing.

Inner phone numbers - the numbers of employees of the same organization using the same software.

Communication channels - voice and text ways for the customer to communicate with the company. In Contactise you can communicate with clients in the following channels: by phone, chat on the website, Viber, Telegram, WhatsApp, Facebook, Instagram, e-mail, call from the website, callback, contact form on the website.

Contact point - a variety of situations, places, and interfaces of communication between the customer and the company. Every time a customer comes into contact with a company in any way, there is a contact point. Contact points can be a phone, a website, an e-mail, a public page in a social network, messengers, etc. Contactise can use these points of contact:

  • website;
  • mobile app;
  • e-mail;
  • facebook;
  • Instagram;
  • Telegram;
  • Viber;
  • WhatsApp.

Customer journey map (CJM) - displays the customer's entire journey to achieving his purpose, fully describes his interaction with the product or company at all contact points.

Redirecting - the transfer of a call to another number under certain conditions. For example, if the subscriber is busy, no one picks up the phone or at a certain time the call is transferred to another phone number.

Request handling - the process of communication between the operator and the client after routing the appeal to the operator to resolve his issue. In the process of handling the request can be involved several operators.

Call/request routing - distribution of a call/request to an operator and a group of operators depending on the routing rules. The assignment can take place automatically or manually when transferring a call to another operator.

Request - the user's session of communication with the company in the selected channel, as well as the registration of this fact in the system. The life cycle of the request is characterized by a set of statuses assigned by the system, and can be limited by time frames.

Chatbot - a computer program that simulates a real conversation with a user. Chatbots allow you to communicate via text messages on websites, messengers, mobile apps, or by phone..

Dialog - communication with a specific operator within an appeal. There can be several dialogs in one appeal. The first dialog in an appeal begins with the first message in the appeal and ends when the operator closes the appeal or when the appeal is transferred to another operator.

Number multichannel - the number of calls that employees can take or make simultaneously.

Analog PBX — a hardware PBX, to which the analog outside lines and analog telephones are connected.

IP АТС (mini PBX, office PBX, digital PBX) – an automatic telephone terminal. Its control and switching is performed via the Internet with the help of the IP interconnection protocol.

Integration - the combination of several programs into a coherent information system to combine their functionality.

SLA (Service Level Agreement) - the contract between the Customer and the Contractor, which contains a description of the service, the rights and obligations of the parties and the level of provision of this service - deadlines for responding to the problem and terms of elimination of the problem.

Cost per Contact (CPC) - direct costs of processing 1 contact with a subscriber.

Cost per Minute (CPM) - direct costs of processing 1 minute of contact.

Cost per Lead - direct costs of generating 1 Lead.

Cost per Sale - direct costs to make 1 sale.

Cost per Incident - direct costs to handle 1 incident.

Revenue per Contact (RPC) - revenue from the processing of 1 contact.

Revenue per Minute (CPM) - revenue from the processing of 1 minute of contact.

Revenue per Sale - revenue from 1 sale.

ROM - ratio of [net] profit to expenses.

ROS (sales profitability, margin coefficient) - ratio of profit from sales to revenue.

ROL - ratio of net profit to the number of employees.

Accessibility KPI - indicates how quickly an operator answers a subscriber when calling to the contact center by phone or requesting through online chat, messenger, how quickly a subscriber gets an answer to his or her request sent to the contact center via self-service, e-mail, SMS.

Service Level (%SL) - percentage of contacts (of the total number of incoming contacts) received by operators within the given time.

Time to Answer - response time.

ASA (Average Speed of answer) - average response time ( average waiting time of answered calls).

AWT - average waiting time (another name - ACW - Average Call Waitng).

ATA (Average Time To Abandon) - the average waiting time for subscribers who hung up before the operator's answer.

Maximum waiting time - maximum waiting time.

Abandonment Rate (%AR) - percentage of lost referrals.

Abandonment Rate in IVR - percentage of lost calls in the IVR ( of the total number of calls received to IVR). A call is considered lost if the user did not make any meaningful actions in the IVR and broke the connection.

Average Time Late (ATL) - average delay time of the late responses.

Average Queue Length - average queue length.

Maximum Queue Length - maximum queue length.

Average Backlog - an average delay time from the receipt of the request to the contact center to the beginning of its processing (for discrete contacts).

Self Service Rate (%SSR) - percentage of calls (of the total number of calls received in IVR) in which subscribers used IVR self-service and "self-served" without going to the operator.

Self-Service Availability - percentage of calls in which subscribers used the self-service (except IVR) and "self-serviced" without going to the operator.

Accesibility - technical availability - the total time during which the contact center was technically available in relation to the total time of the contact center's work according to the schedule.

Call Abandonment - the number of callers who hung up before the operator answered.

Percentage of blocked calls - percentage of callers who received a busy signal when calling.

Accessibility Measures Blockage - percentage of subscribers who will not be able to access call center at the moment due to insufficient telephone lines.

Call Abandons - abandoned (unanswered) calls. Number of lost (unanswered) calls as a percentage.

Hours of Access - indicates whether call center hours should be extended or reduced.

Availability - percentage of the time that operators are logged in and can receive calls.

Performance KPI - shows the ratio of resources spent and operations performed.

AHT (Average Handling Time) - average contact processing time.

Sales Rate - the number of results obtained per unit of time ( speed of obtaining results). For example, the number of contacts processed per hour or the number of successful contacts with subscribers per hour (the definition of success depends on the project context).

Average Ring Time - for outgoing calls - the average time from the start of dialing to establish a connection or to terminate an attempted call. For incoming calls - the average time from the distribution of the call to the operator's workplace before he answers the phone.

Average Talking Time (ATT) - average talk time (excluding hold time).

Average Hold Time - average holding time.

Average Wrap-Up Time - average post-call processing time.

Average Connection Time - average connection time.

Occupancy (OCC) - operator load factor.

CSS Utilization (UTZ) - staff utilization factor. Equals to the ratio of the total of operators' on-call time (time between calls + contact handling time) to the total time paid to them.

The Active and Waiting Calls - measures the current volume of calls handled compared to the number of callers waiting to be connected to the operator. These are real-time status metrics that are provided to all operators to give them an indication of their performance. This encourages timely resolution of calls to move on to the next caller in queue.

After-Call Work Time - the time of processing the client's request after the end of the call, when the operator fills out the relevant documents, updates files, etc.

Indicator 1 - percentage of processed requests by types of communication channels: call, chat, messenger, e-mail.

Indicator 2 - percentage of processed requests by type of request: complaint, technical support, consultation, etc.

KPIs for sales and performance - characterize the absolute and relative value of the obtained results.

Completion Success (CS) - the amount of revenue or profit for a certain period.

Average cheque value - average sales price.

Sales - percentage of sales in which the cheque value is not lower than the target value, in relation to the total number of sales.

Plan fulfillment ratio - For example, to meet a sales plan.

Closure Rate (%CR) or Conversion Rate - conversion of processed contacts into productive contacts - for example, the ratio of the number of contacts that resulted in a sale to the total number of contacts.

Reachability (or Contact Rate) - ratio of the number of contacts with the decision maker (DM) to the number of processed records from the database.

Completion Rate - the number of attempts to call divided by the number of records in the database.

K1 - connection success rate - the ratio of the number of connections made to the number of attempts made.

K2 - established contacts ratio - the ratio of the number of connections with a live person to the number of established connections.

K3 - ratio of full contacts with DM - the ratio of the number of contacts with DM, in which the purpose of the call was discussed, to the number of contacts with DM.

K4 - result ratio - the ratio of the number of productive contacts with DM to the number of contacts with DM, in which the purpose of the call was discussed.

Staffing Forecast Accuracy - the average percentage deviation (modulo) of the actual number of contacts from the planned number of contacts with subscribers per week.

Scheduling Volume Forecast Accuracy - ratio of the number of time intervals in which actual volume of contacts with subscribers was in the range from +x to -y relative to the planned volume, to the number of time intervals in the reporting period.

Scheduling AHT Forecast Accuracy - ratio of the number of days in which the actual value of AHT (Average Handling Time) was in the range from +x to -y relative to the planned value of AHT, to the number of time intervals in the reporting period.

Quality KPI - task handling, such as answering a client's question right the first time and without mistakes.

End-User Critical Error Accuracy (EUCEA) - percentage of contacts without critical errors from the end user's (subscriber's) point of view.

Business Critical Error Accuracy (BCEA) - percentage of contacts without errors, critical from the point of view of business.

Compliance Critical Error Accuracy (CCEA) - percentage of contacts without errors that are critical from the point of view of legislation or industry standards.

Critical Error Accuracy (CEA) - percentage of contacts without critical errors.

Non-Critical Error Accuracy (NCEA) - percentage of contacts without uncritical errors.

Error Accuracy (EA) - percentage of contacts without any errors.

Adherence to Procedures - how accurately the operator followed the script.

Calls (Contacts) Resolved - ratio of the number of subscribers whose issues were resolved in the contact center, to the total number of subscribers who contacted the contact center.

FCR (First Contact Resolution) - ratio of the number of subscribers' issues that were resolved in the contact center from the very first contact, to the total number of issues applied to the contact center.

Hold Time - time of holding the caller on pause during the call.

Average age of query - average age of request.

Customer call frequency - customer call frequency - an indicator that determines the frequency of repeated calls from the same client.

Transfer Rate - percentage of calls that must be transferred to someone else in order to complete the call.

Escalation Rate - percentage of appeals (of the total number of appeals) that were transferred to other groups for processing.

Escalation Accuracy - transfer accuracy - the ratio of the number of contacts that were transferred correctly (to the right group), to the total number of contacts that were transferred.

Routing Accuracy - routing accuracy - the percentage of calls (of the total number of calls received to the IVR), which were correctly routed from the IVR to the appropriate group of operators.

Exit rate - percentage of subscribers (of the total number of subscribers connected to the IVR) who either chose in the menu the option for direct connection to the operator, or chose no option, or chose an unchecked option and were connected to the operator as a result of timeout waiting for input or processing an erroneous input.

Knowledgebase Accuracy - knowledgebase correctness - the percentage of results in search results in which the information was correct.

Knowledgebase Satisfaction - user satisfaction with the usefulness of the knowledgebase - the ratio of the number of users who noted that the content was useful (gave "5" and "4" on a five-point scale) to the number of users who have read the information in the knowledgebase.

Knowledge Base Effectiveness - ratio of the number of the only correct answers to the total number of queries to the knowledge base.

Recruitment Quality - quality of recruitment. The ratio of the number of operators who have been with the company for 3 months to the number of operators recruited 3 months ago.

Training Quality - quality of training. The percentage of newcomers whose results were considered to be positive after 30 days with the company, relative to the size of the group.

Overall End-user Satisfaction - subscriber satisfaction index. The ratio of the number of subscribers, who gave positive evaluations to the contact center service to the total number of surveyed subscribers.

Overall End-user Dissatisfaction - subscriber dissatisfaction index. The ratio of the number of subscribers who gave the lowest score to the contact center service to the total number of surveyed subscribers.

CES (Customer Efforts Score) - index of the amount of effort that subscribers make (according to their estimation) when contacting the contact center to resolve their issue.

Overall Client Satisfaction - customer satisfaction index. The ratio of the number of customers, who gave positive evaluations to the contact center, to the total number of surveyed customers.

On Time Complaint Handling - percentage of customer complaints that were resolved in a timely manner (or to which customers received a response within the established timeframe), relative to the total number of customer complaints.

ENPS - Employee Net Promoter Score.

ESI - (Employee Satisfaction Index).

EDSI - (Employee Dissatisfaction Index).

TR - (Turnover Rate).

Attrition - attrition rate.

Absenteeism - absenteeism rate. The ratio of total absenteeism time to total working time according to the schedule. This indicator indirectly shows the level of production discipline.

Paid overtime factor - ratio of the difference between the total actual number of paid hours and the planned number of paid hours (according to the schedule) to the planned number of billable hours.

Unpaid overtime factor - ratio of total time of unpaid overtime to the planned number of paid hours.

Agent Schedule Adherence - The KPI measures how effectively call center operators manage their scheduled time to get work done.

Staff Shrinkage - is defined as the percentage of billable time when operators are not available in the call center to handle calls.

Schedule Efficiency - measures the degree of redundancy and understaffing that exists as a result of schedule planning.

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