A master services agreement or framework services agreement, is a contract negotiated between two parties with an ongoing project or business relationship, that contains terms and conditions that govern any future transactions.
Refers to a call center metric that measures the maximum amount of time a caller waited before disconnecting or abandoning the call.
Refers to a metric that measures the maximum amount of time a caller waited in queue before being assisted by a customer service agent.
See management by walking around.
Also known as medical contact centers or healthcare call centers. A medical call center is a communications center that integrates human, technical and physical resources to handle incoming and outgoing phone calls in support of healthcare. It supports various functions, such as appointment scheduling, physician or emergency help lines, nurse triage, member and physician services, patient financial services, and others. Clients are managed through multiple communication channels, such as phone calls, emails, chat, text SMS and social media platforms. Medical call centers should be compliant with healthcare guidelines and regulations including HIPAA.
