Call Center Operation

Index 301

Index

Telephone handset, 28–29

Telephone queues, self-managing, 73

Telephone service factor (TSF), 100

Telephone systems, lightning strikes and,

120

Telephony server, 19, 25

Telephony Services Application Programming

Interface (TSAPI), 276

Television, interactive digital, 74

10 base T, 25

Test program, for CTI, 43

Text-based interaction, 56–57

Text-chat, 83–84, 276

Text-to-speech technology, 37

Third-party call control, 32–33

Third-party CTI, 276

Thomas Cook Direct, 197–198

3COM Corporation, 190–191

Tip & ring, 276

Token ring, 25, 276–277

Tool kits, 140, 152–153

Toronto Community Housing Corporation

(TCHC), 179–181

Touch/point. See Point of interaction

Training

advanced CSR, 153–154

for call center managers, 98–99

CSR, 7, 11, 113–114, 143–144

general issues, 139–140

headset models for, 80–81

leadership skills, 155

at Oxford Properties Group, 186

personal development, 155–156

staffing and, 7–8

strategies, 140–141

supervisory and management staff,

154–162. See also Supervisory and

management training

tool kits, 152–153

Transaction history, 282

Transaction systems, 224

Transmission control protocol (TCP), 277

Trunk, calculating, 96

Trunk card

analog, 36

digital, 36

Trunk interface, 31

Trunk side interfaces, 30

TSAPI standards, 34. See Telephone

Services Application Programming

Interface

TSF. See Telephone service factor

Turnover

average annual, 115

controllable, 114

12-stage CRM strategy, 219–224

building in stages, 220–221

business objectives, 219

corporate culture, 220

customer-driven development process,

221–222

integrated business design, 221

organizational abilities of team members,

222

plan of action, 219–220

self-funding process, 223

senior management support, 220

strong leadership, 220

two-way communication flow,

223–224

24/7 response, 25

Unanswered calls, 102

Uninterruptible power supply (UPS), 120,

122–123

Union regulations, 72, 80

Universal queue, 74, 179

Universal routing, 74

University of Calgary study (employee

training), 116

UPS. See Uninterruptible power supply

USA Networks Inc., 189