GLOSSARY

GTI is committed to making our call center solutions work harder and more effectively for our clients. So in the spirit of precision, we have provided some basic definitions of industry terms.

For precise, practical call center solutions that deliver contact us online or call us at 1-800-926-8579.

ACD - Automatic Call Distribution

A telephone system that routes calls to a group or multiple groups of agents, called queues. The system is typically set up on first-in, first-answered criteria, but can be customized based on client request. Example – high value customers.

Agent

A term used to describe someone who handles telesales calls, TPV calls or customer teleservice calls in a call center environment. Other common terms used are Telephone Sales Representative (TSR), or Customer Service Representative (CSR).

CPE - Customer Premise Equipment

Telecom or cable equipment customers will have in their residence. Examples – Satellite Dishes, Cable and Satellite Receivers, Caller ID devices, Routers and Modems.

Cramming

Term used to describe the situation where a consumer is charged for services or equipment that the consumer did not request.

CRM - Customer Relationship Management

Specific call center software that allows a company to measure and control contacts with customers. CRM can be used for controlling contacts with a customer either by phone, fax, mail or e-mail. The data collected can be used for research and analysis of the customer relationship beyond a TPV contact or initial teleservice conversation.

CTI - Computer Telephony Integration

Or sometimes simply "computer telephony," is the use of computers to manage teleservice and telesales calls in a given call center. The term is used in describing the computerized services of teleservices call centers such as those that direct your phone call to the right department at a business you're calling. It's also sometimes used to describe the ability to use your personal computer to initiate and manage telesales and teleservice phone calls (in which case you can think of your computer as your personal call center).

DRTV - Direct Response Television

DRTV marketing involves utilizing infomercials or short form commercials to motivate consumers to respond directly to the marketer's product or service offer by dialing an 800 number into a teleservice or telesales call center.

DVR - Digital Voice Recorder

TPV and telesales technology used to record call transactions at a call center.

EARS - External Access Retrieval System

A GTI proprietary web portal which allows clients of our call center to access audio files (recordings) and data records of teleservice call or IVR transactions.

FCC - Federal Communications Commission

An independent United States government agency, directly responsible to Congress that regulates interstate and foreign communications, including radio, television, wire, satellite and cable.

FCR - First Call Resolution

Ability to resolve the caller's issue completely on the first contact.

FPV - First Party Verification

Allows a sales agent to TPV their own sales order or transaction. Calls are recorded, monitored and stored at a third-party call center (like GTI) for post-sale quality check to ensure compliance.

Inbound

A teleservice call that a customer initiates to a call center or contact center. A help desk handles inbound calls as well, although teleservice calls may be made from employees rather than customers.

IVR - Interactive Voice Response

A call center technology in which a customer or telesales agent uses a touch tone phone or voice prompts to interact with a database to acquire information from, or enter data into the database. The IVR plays pre-recorded voice prompts and the person typically presses a number on a telephone keypad to select the option associated with the voice prompt. This interaction allows the individual to communicate with the IVR and thus the computer system to either obtain information or to process a telesales transaction.

KPIs - Key Performance Indicators

KPIs are the most critical measures of performance in any teleservice, TPV or telesales call center organization, typically productivity and efficiency measures.

On Call

A call center that is always available whenever needed. 24/7. 365.

Precision

The quality, condition, or fact of being exact and accurate.

PUC - Public Utility Commission

A regulatory body in every state in the U.S. that governs public utilities within its jurisdiction such as electricity, gas, oil, sewer, water, transportation and telephone service. Some states call it the Public Service Commission (PSC).

QC or QA - Quality Control

Sometimes referred to as Quality Assurance. An internal or external assessment of the call quality delivered to callers. It is generally based upon scoring forms completed during call monitoring.

SLAs - Service Level Agreements

An SLA is a document that describes the minimum performance criteria a provider agrees to meet while delivering call center services. It typically also sets out the remedial action and any penalties that will take effect if performance falls below the promised standard.

Slamming

The unauthorized conversion of a customer's long distance or energy service from their current provider to a new provider. Slamming is illegal under federal law and can carry criminal penalties.

Switch

In a telecommunications network, a switch is a device that channels incoming calls or data from any of multiple input ports to the specific output port that will take the call or data toward its intended destination. In the traditional circuit-switched telephone network, one or more switches are used to set up a dedicated though temporary connection or circuit for an exchange between two or more parties.

TPV - Third Party Verification

The process of getting an independent party to confirm that the customer is actually requesting a change or ordering a new service or product. By putting the customer on the phone (usually via transfer, 3-way call or IVR) TPV providers will ask a customer for his identity, that he is an authorized decision maker and to confirm his order. In the USA, Long Distance Providers are required by law to use a Third Party Verification service while selling products or services over the phone or they may face substantial penalties or criminal sanction. Merchants who take electronic check payments over the phone are required to receive either written or voice recorded authorizations, or anyone else who wants to have a Third Party Verification record or oral contract to fall back on when fighting chargeback or billing dispute. TPV is also used where a signed contract is not easily obtained. This can include individuals at a distance, such as: military personnel stationed overseas; parental approval for school programs or projects; condo association votes; next of kin authorizations; emergency permissions. The kinds of organizations using it now routinely include: utility companies, local governments, insurance companies, lawyers, appointment setting, schools and universities, telecom companies, internet service providers, and many more. A TPV provider, like GTI, allows companies to prove that a consumer agreed to almost any kind of sale or other transaction, using either email or telephone or both, and obtain a legally binding instrument in the process.

TTY - Text Telephone

Sometimes called a TDD, or Telecommunication Device for the Deaf, is a special device that lets people who are deaf, hard of hearing, or speech-impaired use the telephone to communicate, by allowing them to type messages back and forth to one another instead of talking and listening. A TTY is required at both ends of the conversation in order to communicate.

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