Ever had the pleasure (horror more like) of listening in on your network administration team have a conversation about how the contact center actually works? There is an entirely new language and it can be intimidating if you don’t have some of the basics down.
Here is a list of 10 commonly used contact center slang words – so you can decipher the code.
DNIS = Dialed Number Identification Service
- This is what your 1-800 number connects to inside of the contact center on the switch.
Switch = The platform that the contact center is using to take in calls. It then uses an ACD to route them to agents
- This can either be hardware or a virtual one.
DID = Direct In Dial
- The same thing as a DNIS (those sneaky people).
IVR = Interactive Voice Response
- I am a Robot...I answer the phone.
- When you have an IVR your 1-800 number goes to this, and then it points to the DNIS.
RESPORG = Responsible Organization
- Example: “we will resporg the line”
- What is really being said is that we are changing the responsible organization of the line.
- This is done by having the 1-800 terminate onto the new RESPORG DNIS.
PBX = Private Branch Exchange
- Does all the call routing internally for a larger organization (the call never left the building).
ACD = Automatic Call Distribution System
- Takes the calls that land on the switch and routes them to agents.
- Also looks after that classic on hold music!
WFM = Work Force Management
- This is the team that optimizes the agents based on the incoming call volume.
VoIP = Voice Over Internet Protocol
- Sends the phone information over the internet in packets.
Packets = The data units of your voice that are being passed over the internet
- When you get that “crinkle crinkle” it is because packets are lost.
This is just a first instalment, next time we’ll focus on the slang words of the CRM world – what exactly is a verbatim?