Glossary

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

I

Idle Time

Idle time also described as waiting for call time, refers to the time that is not spent on call with a customer, or doing after-call work. It is a metric that is usually expressed as a percentage.

Imaging

Imaging refers to the process or method of scanning hard copy documents and storing them in image format. Document imaging techniques are used to archive hard copy documents in digital format.

Immutable Law

Often described as the unification of core values, ethics and self-assigned laws. Immutable laws help supervisors and managers identify and understand the aspects of a call center that cannot be changed or altered.

Inbound

Refers to incoming calls, emails, chats, social media or SMS inquiries that are initiated by customers.

Inbound Sales

Inbound sales refer to leads and sales opportunities that are initiated by incoming calls, chats, emails, social media or SMS inquiries from existing or prospective customers.

Incoming Call Center Management

Incoming call center management refers to the process of recruiting and selecting an adequate number of experienced customer service agents, and using appropriate call center software, in order to manage a specific volume of incoming calls efficiently.

Incremental Revenue (Value) Analysis

Incremental revenue (value) analysis is a cost and benefit/revenue analysis that is performed to determine the value of individual call center agents in order to make major decisions like adding or downsizing agents.

Index Factor

Index factor is a proportion used in forecasting as a multiplier to adjust any other number.

Information Mailbox

Similar to an interactive voice response (IVR) solutions and auto attendants, an information mailbox directs callers to a pre-recorded menu system which enables the customer to attain relevant information or resolve minor issues by choosing an appropriate option, without the need for human interaction.

Information Technology (IT)

Information technology (IT) involves computer systems, software applications and processes required to collect, store, retrieve and share information in digital format.

Interactive Voice Response (IVR)

Interactive Voice Response (IVR) is an automated phone system technology that enables customers to access information within a business database through interacting with computer systems with prerecorded messages or voice response systems, negating the need for customers to speak with support agents or representatives.