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By the development and spread of call center systems and call center terminology, these systems have become an integral part of all companies, regardless of their size, and are highly relied on in managing customer relations, so it was necessary for every employee or business owner to understand the most important terminology of Call center , like Abandoned Call – Agent Status – Agent – Call Ccenter Queue – Call Center Manager – Blended Agent – Call Routing .

In the following article, we try to simplify some of call center terminology in order to provide a comprehensive understanding of the call center environment and provide appropriate definitions about common call center terms and some of the names that are usually used in the call center industry and its work environment.

Explanation of Call Center Terminology

Abandoned Call

Abandoned Call is the lost calls (the disconnected or hung calls) before receiving and delivering it to an agent, and has not been dealt with.

Agent Status

Agent status is the status of the agent (available – unavailable – busy – break – away) or other at a specific moment, which represents his readiness to deal with the incoming or outgoing call.

Call center Agent

Agent is the employee who is responsible for receiving and answering customer calls, or contacting customers in some cases, He also called a customer service representative or a call center representative.

Call Ccenter Queue

In case the agent is busy or unavailable to receive calls, the call center system can create a Call Queue as it is one of the well-known features. This queue contains the callers who are waiting for their turn to be dealt by a call center agent. Managing the call queue system is important to provide a perfect service, and neglecting it leads to customer dissatisfaction and directly affects the performance indicators and professionalism of your system.

Call Center Manager

The call center manager is the person who is responsible for guiding, implementing tasks, operating the call center, and managing all systems, whether devices or human resources, to achieve the maximum possible efficiency and productivity.

Blended Agent

Blended Agent is the agent who manage both incoming and outgoing calls along with other applications blended with the call center system, as per the business requirements.

Call Routing

Call Routing is A process which is designed to ensure that every call is directed to the right agent with the right skills and prior knowledge of the client’s problem.
For example, when the customer recalls, he is connected to the same agent to ensure a better service to the customer and the company alike.
Routing often includes the ability to categorize the most important customers and direct them to a shorter queue or to the most efficient agents.