Home Call Center Terms to Know

For name middle agents the phrase “speak time” has another meaning, out of doors of their mobile smartphone plan. In a call center, talk time is the quantity of time the agent spends with a consumer at the telephone. It starts offevolved with the preliminary greeting and ends with the disconnect.

Many metrics are evolved to measure special elements of talk time, and agents are evaluated on those. However, it is also commonly used to decide an agent’s pay, both the bottom pay or the incentive bonus pay.

Call center pay structures vary--a few pay on an hourly foundation and a few pay on a in line with-minute and consistent with-name foundation. In the non-hourly pay structures, retailers are paid handiest for speak time, no longer for time waiting for calls.

In addition to sales commissions and bonuses, incentives, some other element to each hourly and consistent with-minute/in line with-name pay, can be based on numerous metrics that involved speak time. While the metrics below are often utilized by managers to measure the overall performance of an entire center or a collection, those may be applied to people as properly.

  • Average communicate time - the average range of mins an agent is at the phone with every purchaser.
  • Wrap time or after -name work (ACW) - the quantity of time it takes an agent to finish non-talk time responsibilities associated with a name Average take care of time (AHT) = the average of the quantity of mins all element of a smartphone name, which include ATT and ACW

Inbound Call Center

Technical support operator with headset working at laptop and computer

An inbound name middle is a name center wherein telephone retailers field simplest incoming phone requires a business enterprise or business enterprise. Inbound name middle retailers frequently provide customer support or technical assist to callers but also can promote services and products or make appointments. An inbound name middle can be a traditional name center or a virtual call center.

Outbound Call Center

Businessman with calculator talking on telephone at computer in open plan office

An outbound name middle is a name middle in which cellphone marketers or telemarketers best make outgoing telephone calls for a corporation or agency. Outbound name middle retailers usually are selling services and products or making appointments. An outbound call middle may be a conventional call center or a virtual call middle.


Telemedicine, conceptual image

Telehealth manner the transport of health-associated offerings by way of manner of telecommunication technology. The era ought to include smartphone, video conferencing and electronic mail. It can distinguish among a patient and a healthcare professional or among healthcare experts.

Telehealth encompasses the topics of telemedicine, telenursing and phone triage. Remote case control and giving health recommendation or statistics by phone are some telehealth jobs frequently carried out by way of nurses.

Telehealth does no longer necessarily imply telecommuting for the healthcare expert, although it could. Telehealth also can be called telemedicine or telenursing.

Telephone Triage

Telemedicine, conceptual image

Telephone triage is while a clinical professional, usually a registered nurse, speaks by telephone to a patient and assesses the patient's signs and symptoms or health worries and offers advice.

This is executed using scientific protocols that help the nurse determine the severity of the patient's health issues and rank them consistent with urgency. Telephone triage nurses teach patients and guide them to appropriate care.

Telephone triage services are provided via fitness care centers, regularly for doctor's places of work to take calls from sufferers seeking to touch the health practitioner. Telephone triage does now not always meant telecommuting for the healthcare expert, even though it can. Telephone triage falls beneath the vast umbrella of telehealth. It also can be referred to as phone triage, smartphone nurse triage, telehealth, telenursing, and teletriage.

Call Center

Office workers working in office

A conventional call center is a important region where cellphone agents, or operators, make outgoing calls or subject inbound requires a enterprise or business enterprise. These calls can be customer support or income calls. Agents in name facilities might also focus on one form of call or might also take simplest one type.