If you are technically competent, there are a number of excellent free and open source predictive dialer software options giving you a free predictive dialer (other than the cost to maintain and …
Disposition Code
Disposition codes (sometimes called "dispo codes") are short codes or names that are used by call center agents (or call center software) to "disposition" a call. Put more simply -- dispo codes are …
Ultimate Guide to Phone Number Reputation Management in 2023
Phone number reputation management is a must do activity for any call center, brand or business actively doing any level of outbound calling in 2022. If you don't proactively manage your phone number …
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Adherence
The term "adherence" or "adherence to schedule" is a contact center term that refers to how well agents adhere to their schedules. Adherence as a metric can include both how much time contact center …
Occupancy
The call center term "occupancy" is the percentage of time call center agents spend handling incoming calls or completing other work associated with those calls, compared to the total logged-in time. …
Service Level
The call center term "service level" generally refers to a percentage of time that contacts are answered within a certain period of time. For example, if the service level objective is 30 seconds, …