April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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APPENDIX B
Glossary of Call Center and CRM
Acronyms and Definitions
Call center definitions and acronyms
ACD See Automatic Call Distribution.
ACD Overflow A system feature wherein a call waiting in queue for an
answer resource is offered to other centers operated by the enterprise. In bet-
ter implementations, the caller becomes queued at all sites waiting for the
first appropriately skilled CSR in any of the locations to become available.
Advisory Tones The dial tone, busy signal, and dialing signal heard
when using a phone system.
Agent A generic term applied to all people working within call centers.
The term became associated with call centers ...
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