Glossary

Helpful A-Z glossary listing key terms, acronyms and their definitions.

D

D2C

See direct to consumer.

Dashboard

A call center dashboard exhibits an overview of data based on various metrics and key performance indicators (KPI). Call center managers use dashboards to monitor, and improve the quality of customer service.

Data Aberrations

Data aberrations occur when the normal data severely deviates from the preset standards. Data aberration must not be a part of the forecasting process.

Data Directed Call Routing

Data directed call routing or intelligent routing, is a process where an automatic call distributor (ACD), transfers or redirects incoming calls to a particular customer service agent or department based on real-time customer data. For example, when a caller inputs an account number on the keypad of their phone, the number is sent to a data system, where it is matched to existing data. Once identified and validated, the call is distributed to a customer service agent specifically skilled to handle that account or call type.

Data Mining

Describes the process of extracting new information, detecting trends, and identifying patterns in customer data over a period of time.

Data Warehouse

Data Warehouse is a system or software application that is used by a company as an electronic storage, or repository of processed information and data.

Database

A database is a system, or software application, that allows for the storing, organizing, compiling, updating, and accessing of large amounts of data collected from different sources.

Database Call Handling

A software application where the automatic call distributor (ACD), and interactive voice response (IVR), processes incoming calls based on information stored in the database. Calls are managed more efficiently by validating the user's input based on information stored in the database, once the user is validated, the call will then be routed to the appropriate agent or department.

Day-Of-Week Routing

Usually used when customer service agents are unavailable. Day-of-week routing is a technique used to transfer incoming calls to specific extensions or departments based on the date (weekends, holidays, etc.).

Delay Announcements

Delay announcements are what callers listen to while on hold waiting for a customer service agent, these announcements usually include product and promotional information.