A call pop (also known as a "screen pop") is a way for a call center to present information about a call to an agent in conjunction with the arrival of an inbound call. A call pop can also be used …
Average Call Value
The Average Call Value (or “ACV”) is determined by the total revenue divided by the total number of calls. Average Call Value is particularly relevant in sales call centers where the result of a …
Average Handle Time (“AHT”)
The Average Handle Time (or "AHT") refers to the average amount of time that a call lasts. Typically measured from the time a call arrives at a phone switch (such as an automated call …
After Call Work Time
The term "After Call Work Time" (aka "ACW") is the amount of time taken by a call center agent after hanging up a call. The After Call Work Time is the time it takes the agent to complete the record …
Abandoned Calls
Abandoned calls are calls that were answered by the phone system (such as the ACD) but never reached a call center agent because the caller either hung up (usually due to a long wait), the …
STIR/SHAKEN – What call centers need to know
Before we dig into the technical details of what STIR/SHAKEN is, let’s first talk about why we need it. There are literally BILLIONS of spam calls in the U.S. each year. BILLIONS. Many of those spam …
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