Call Center Advisor
The information you need to build and run a modern call center
For call center professionals (especially those involved in outbound dialing campaigns), it's important to understand the different terms and features associated with caller ID. We'll explore the …
Continue Reading about “Unknown Caller” vs. “No Caller ID”: Understanding Telco Terms →
A "MOS" score refers to a "Mean Opinion Score", and is a call center term that refers to a scoring system that is used to measure the quality of a voice communication (such as a phone call between a …
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 …
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 …
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. …
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, …
