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Call Center Glossary of Terms

The call and contact center world is full of arcane terms and abbreviations. This section is your resource to decipher them! If you've ever wondered how a DNIS is different than an ANI or how to decipher your telco billing because you can't figure out “termination” versus “origination”, this is the place for you!

“Unknown Caller” vs. “No Caller ID”: Understanding Telco Terms

Abandoned Calls

Abandonment Rate

Adherence

After Call Work Time

ANI

Automatic Telephone Dialing System (ATDS)

Avatar Autodialer

Average Call Value

Average Handle Time (“AHT”)

Average Speed of Answer (“ASA”)

Call Origination

Call Pacing

Call Pop

Call Quality Score

Call Termination

CCaaS

CRM

Data Dip

Disposition Code

DNIS

Do Not Originate List

eGain

Erlang

First Call Resolution (FCR)

Gold Collar Worker

Least Cost Routing

MOS Scores

Occupancy

Reassigned Number Database

Registered Caller

Service Level

Telemarketing Sales Rule Safe Harbor

Telephone Consumer Protection Act (TCPA)

Text to Speech (TTS)

UCaaS

Work from Home (“WFH”)

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