what does the term global contact refer to

For example, an 80/20 service level refers to a target of 80 percent of inbound calls being answered within 20 seconds. Money or wealth used to invest in businesses or enterprises. Tasks are analyzed and broken down in an effort to compartmentalize discrete steps and ascertain what the next steps should be. The term broadly refers to the foreign dependency of former colonies and their colonial-like exploitation by international corporations and financial institutions based in developed countries. System requirements are ascertained by using this data to forecast future traffic patterns. Pareto PrincipleA principle named after Italian economist Vilfredo Pareto that defines the distribution of wealth or other assets or activities as an 80/20 relationship – that 80 percent of effects are from 20 percent of the causes. This system is automated, thus severely reducing the time and cost of hiring employees to do this manually. SkypeA service that provides calling and videoconferencing over the internet. For instance, a program that requires 800 scheduled work hours a week and a 40-hour fulltime work week will require 20 full-time equivalent Brand Specialists. To mention another Twitter user in a post, use the @ symbol followed by their handle, or username. Medical Call CenterAn operation combining human, technical and physical resources to field inbound and/or place outbound phone calls in support of healthcare. Social Media EngagementAn effort to mobilize users to mention brands and communicate with Brand Specialists via social media. NASA scientists have observed Earth’s surface is warming, and many of the warmest years on record have happened in the past 20 years. Learn how we were one of the first US based contact centers to offer real-time A. The # symbol is placed before the word with no spaces (for instance: The #internet is expansive). AppsSoftware applications for mobile devices that allow users to perform particular functions. Information and translations of global issue in the most comprehensive dictionary definitions resource on the web. BenchmarkingSetting points of reference from which measurements, comparisons and evaluations will be made. May be integrated to a CRM tool to process results. See also up-selling. Call Center AttritionBrand Specialist turnover in the call center environment. Our brand passion drives every customer experience and is backed with top-rated technology, advanced performance management, reporting and analytics. BlockageA scenario in which phone lines or other communication channels are filled to capacity with in-progress and queued contacts, potentially causing additional inbound contacts to be blocked. Workflow ManagementThe way in which a task is performed. Ramp-upThe buildup of all related functions to support a planned event, such as an increase in the volume of a client’s business and/or the number of its Brand Specialists. Command CenterA group within a call center program that has responsibility for such workforce management functions as real-time schedule adherence, agent skilling, scheduling, forecasting and reporting. Revenue GenerationMaking money or profit from a product or service provided. This is used to enhance order security. DNIS is essentially caller ID, which helps determine what number was dialed by a caller. Service Level AgreementAn interdependent agreement entered into by two or more organizations that defines which aspects of services will be provided by each party. Progressive DialerThis dialer type displays account information and the phone number on a telephone screen. At Global Response, your brand is our passion. TwitterA fast-paced micro-blogging platform where users post (Tweet) messages that are a maximum of 140 characters. Our Brand Specialists represent some of the world’s top brands, providing high-touch customer service, live chat support, email response and social media management. Real-Time DataSpecific information that is requested and is delivered immediately after collection. Social Media Response ProtocolAppropriate response options and combinations for Brand Specialists, based on whether a mention of a brand is negative, positive, or erroneous. See automatic call distributor (ACD), essentially its opposite. The benefits of outsourcing include delegating the costly and time consuming efforts dedicated to hiring, training, quality assurance and staffing, while creating the opportunity to focus your time on customer service strategy, insights and the performance of your business. ThresholdMaximum agreed upon time that calls should remain in the queue before they are answered. An agreed upon numeric value that triggers an action or event. Often reflected as a percentage. Social Media Response GuidelinesDelineate how a Brand Specialist should respond to online complaints or mentions of a brand. Time series and explanatory approaches are the two major sectors of quantitative forecasting. Contract StaffingA service used by call centers in which staff from separate sources are employed to work in the call center. Facebook ComplaintA post via Facebook conveying dissatisfaction. ConciergeBrand Specialists who assist customers with a wide range of services related to the company or product, often going beyond what is expected to satisfy the request. Open TicketA customer contact that is awaiting completion. Designed to test solution outcomes based on possible or probable events. It is the sum of all handle times, including hold time, talk time and after-call work time. Do Not Call ListA nation-wide registry of phone numbers that telemarketers, or any organization that generates automated or live calls that are not deemed an emergency, may not contact. Scatter DiagramWhen measuring the correlation between numerical data, a scatter diagram conveys the relationship between one variable on one axis and a second variable on a second axis. ANI essentially functions as caller ID, often delivered via tonal frequencies carried over the phone line. It does not literally refer to all nations or states in the world. The rules detail safeguards that must be put in place to protect individuals’ electronic health information. Abandoned CallA phone call that has been received by a call center’s communications switch, but is terminated by the caller before any conversation begins. Includes routing criteria, overflow parameters, recorded announcements and timing thresholds. Erlang ModelsA set of techniques for managing distribution of call traffic, Erlang models were developed by Danish mathematician A.K. Explanatory ApproachA quantitative method used to forecast call center activities by correlating two or more variables. Social Media Response TimeThe time it takes a Brand Specialist to respond to a brand mention online. Quality MonitoringThe process of reviewing calls, emails, chats, social media and SMS inquiries and screen activity to make sure that all processes and production meet standards and the brand message is being presented properly. Immutable LawA law of nature that can’t be changed. Inbound salesSales opportunities that are initiated by incoming calls, emails, chats, social media or SMS inquiries from customers and prospects. Anyone can comment and like a photo. Public Switched Network (PSN)The aggregate of the world’s circuit-switched telephone networks that are operated by national, regional, or local telephony operators, that provide the infrastructure and services for public telecommunication. Information about global in the AudioEnglish.org dictionary, synonyms and antonyms. See automatic number identification. Reports may be generated by automatic call distributors (ACDs), third-party ACD software packages and call detail recording systems. Tickets are maintained in a case management or CRM system. Social Media Escalation ProtocolDefines how a Brand Specialist should respond to a social media mention or inquiry concerning a brand and, if required, escalate the issue. MultichannelA market strategy that uses multiple independent channels to reach a customer, such as brick-and-mortar, catalog, or website. Schedule AdherenceHow well an employee complies with his or her scheduled work times, including start, stop, break and time off. Social Media for BusinessIntegrating online resources and communication via social media platforms to further business development, customer acquisition and increase lifetime customer value, among other goals. Efficiency MetricsThe calibration of costs and opportunities in a call center. When planning staffing needs, organizations should take into account call activity during peak and off-peak times. Includes call recording, quality assurance, workforce and analytics. Service LevelConveyed as the speed of answer, service level accounts for the percentage of calls to be answered within a specified number of seconds. Agent UtilizationMeasured as a percentage or in raw time, utilization compares a Brand Specialist’s in-call and/or after-call work time to their total logged or clocked time. Another word for global. Key Performance Indicator (KPI)Calibrates performance of an organization through the monitoring and analysis of integral metrics. Intellectual property (IP) refers to creations of the mind, such as inventions; literary and artistic works; designs; and symbols, names and images used in commerce. Calling Line Identity (CLI)This, essentially, is caller ID, which delineates a caller’s information on the telephone or on a separately attached screen. Visible QueueWhen a caller is informed by an automated announcement about an expected wait time. Data AberrationsThis occurs when the data severely deviates from the usual path. People use the term to describe all sorts of virtual interfaces that create digital realities. TAPISee telephony applications programming interface. FlickrAn image-hosting website in support of social media, Flickr is used by photo bloggers and video hosts to share personal and corporate photos. Retention Rate, EmployeeThe percentage of employees who remain with a company during a specified time. YahooOnline portal that provides news, a customizable home page, email service and internet search. Breaks, lunches and corollary time for managing and processing administrative work are all components of unavailable time. Also known as outsourcing medical contact center. Performance IncentiveA form of additional compensation directly linked to an employee’s performance. See business analytics. Contact Center ManagementAs defined by the International Customer Management Institute (ICMI), the art of having the right number of properly skilled people and supporting resources in place at the right times to handle an accurately forecasted workload, at service level and with quality. For example, a customer can purchase an item online and then pick it up at the brick-and-mortar location. Process ManagementAn approach to creating more effective and efficient workflows to accomplish an organization’s goals. The Society for Human Resource Management provides the following formula to calculate retention rate: Number of employees employed for entire measurement period divided by number of employees at start of measurement period multiplied by 100. Agent AvailabilityOften conveyed as a percentage, agent availability is a measure of the time that Brand Specialists are available to accept inbound calls. Information Technology (IT)Involves computer systems and applications, especially their augmentation, establishment and implementation. Knowledge Management SystemIn relation to handling customer interactions, this system maintains a database of relevant knowledge used to assist the Brand Specialist when providing information to a caller such as product information, cost, warranty, company policies, installation, usage and maintenance. The settlements of the lawsuits against listed companies for their threats to influence the independence of research analysts covering them. FlowchartA step-by-step diagram that is used to document a process. DatabaseA software application that allows for the storing and compilation of data collected over time. The Tier 2 team may take over the call or provide information to the Brand Specialist group (Tier 1) to contact the customer and resolve the case. Percent AllocationA routing strategy used by multi-site contact center operations. Outsourced Contact CenterOutsourced contact center refers to the business strategy of partnering with an external company to manage customer contacts. First, it has traditionally been used within intergovernmental development organizations –– primarily those that originated in the Non-Aligned Movement­ ­â€“– to refer to economically disadvantaged nation-states and as a post-cold war alternative to “Third World.” Scripting assists the Brand Specialist speak in a language that reflects the brand, ensures a logical progression through the call and helps them focus on the reason for the call. QueueSequencing process where a call, email, chat, social media or SMS inquiry is held until a Brand Specialist is available to accept the interaction. SMSShort message service, or text messaging, for mobile phone users. Business to Consumer (B2C)A term used to describe inbound and/or outbound contacts that are primarily between an enterprise and an individual consumer. Live ChatLike an instant message system, this allows Brand Specialists and customers to have a written conversation online and in real-time. The agent can work on a fixed full time schedule or on an as-needed basis. Social PresenceA brand’s maintained properties on social networking sites and how users perceive the brand. It is important to note how your organization or outsourcing partner is specifically counting offered calls. Includes trunk used, time in queue, call duration, Brand Specialist who handled the call, number dialed (outgoing) and other information. Data Directed Call RoutingThe process whereby an automatic call distributor (ACD) can route a call based on data provided by a caller and matched with information that resides in a separate data system. ViralRefers to when a video or advertisement is rampant on the internet and circulated very quickly. Individuals opt out of receiving these calls. The benefits of outsourcing include delegating the costly and time-consuming efforts dedicated to hiring, training, quality assurance and staffing, while creating the opportunity to focus your time on customer service strategy, insights and the performance of your business. The specific outcome and the corresponding emotional reaction that results from a customer’s interaction with a Brand Specialist. © 2020 Global Response. Users can also write reviews of their experience while businesses can post offers, direction and links to their website. Labor Saturation RateThe rate that measures to what degree a job already exists in a certain population. More completely, the term “global change" encompasses: planetary scale changes to atmospheric circulation, ocean circulation, climate, the carbon cycle, the nitrogen cycle, the water cycle and other cycles, sea-ice changes, sea-level changes, food webs, biological diversity, pollution, health, fish stocks, and more. TrunkIn the case of a call center, a trunk is a single conveyance channel between a caller and the receiver of the call. Equivalent Random TheoryA traffic engineering model that is used in a peak traffic situation, such as calls responding in an all-or-nothing fashion to television advertising. Caller-Entered DigitsUsing the telephone keypad, callers can enter digits to navigate a directory or leave a request for callback message. On the receiving end, the local central office receives calls that originated in other areas, from the IXC. Workforce PlannerThe employee charged with the responsibility of ascertaining workload and creating schedules for call center employees that minimizes costs and maximizes productivity. YelpBased on location, Yelp allows users to search online for various services offered in the specified area. ScheduleThe specified time an employee is required to clock in, or be on duty, to handle contacts. Social Media Customer CareUsing social media (Facebook and Twitter, for instance) to interact with customers, geared toward building strong brand confidence for the customer through quick and effective responses to online queries. Preview DialerA preview dialer is a device that displays an account’s information and phone number on the Brand Specialist’s screen, allowing them to decide whether to instruct the dialer to call the customer or prospect. Business Process Outsourcing (BPO)Contracting a business function, such as finance, human resources or contact center services, to a third-party provider. OnboardingThe process of bringing a new employee, client or customer into the folds of a company, by showing them the ropes of their job, the culture of the company or the way a company works in partnership with its clients. Job EvaluationAn assessment of the relative value of jobs in an organization for the purpose of determining levels of compensation. Also see, attrition rate and turnover. Politically, it refers to the development of forms of governance that operate at the global scale, whose policies and rules cooperative nations are expected to abide. Call Center ForecastingCalculations based on rigorous mathematics and experience that are used to predict call volume. The expected volume is in turn used to project the required staffing in the given time. (800/40=20). Also known as click-to-call or click-to-dial. Call ControlThe act of controlling the flow of a conversation, usually by asking questions. ComplianceThe act of fulfilling official or government requirements and regulations in the call center. An agent handles customer interactions and contacts in the call center. Proper usage and audio pronunciation (plus IPA phonetic transcription) of the word global. Refer definition is - to think of, regard, or classify within a general category or group. In a call center, for instance, one immutable law is that, at a given call load, when service level increases, occupancy decreases. Instagram@ReplyOn Instagram, the ampersat (@) is used in front of a user’s handle to tag them in a photo and copy their response to the photo. Conversion RateA measure of a Brand Specialist’s sales proficiency. Rostered Staff Factor (RSF)The minimum staff needed to reach a required service level and response time objectives. See average handle time. Completed CallA call that has undergone total treatment by a Brand Specialist. InstagramA social media photo-sharing app available for download on smartphone and tablet devices. The ACD recognizes an incoming call and scans for predetermined identifying information. Silent monitoring is used to ascertain training needs and performance quality. Client/Server ArchitectureAn arrangement of computers and computer systems that all share an infrastructure in which their capabilities and devices are combined. See social media customer care. Globalization has accelerated since the 18th century due to advances in transportation and communication technology. This allows the receiving end to identify who is trying to contact them. NPS equals the percentage of promoters minus the percentage of detractors. Typically supported with a CRM or Case Management application. The delay is used in calculating trunk hold time. Social Media TrainingTeaching social media practitioners the strategies, best practices, tools and tactics necessary to fully leverage social media for the benefit of a brand. Global importance is a term used to evaluate the importance or value of an issue based on how relevant or important it is to the rest of the world. TurnoverWhen employees leave the company. CTCWeb click-to-call. As long as you have an onli… 3 There are many ethnic groups in the United States, due in large part to its immigrant population; each of these groups contributes to America’s cultural heritage. He or she is usually connected via telecommunications links that provide voice and data pathways. Instructor-led classroom trainingTraining of agents, or Brand Specialists, that is conducted by a human teacher onsite in the contact center or at a designated location, as opposed to interactive or online training. Information MailboxSimilar to an automated attendant, an information mailbox directs callers to a pre-recorded menu system. 3PL (Third-party logistics)An outsourcer that manages the movement of resources to the places they are needed. This calculation can be obtained by dividing workload hours by staff hours. This establishes the workings of all the components necessary to the system and how they are integrated. Conversely, moving away from resource consolidation results in reduced traffic-related efficiency. The International Customer Management Institute (ICMI) defines a contact center as a coordinated system of people, processes, technologies and strategies that provides access to information, resources and expertise, through appropriate channels of communication, enabling interactions that create value for the customer and organization. In the context of a contact center, TSF can be used to ascertain whether goals are being met. The Pareto rule can be applied in various ways. Whether it’s feedback or a question, the Global Customer Support team are here to help. Social NetworkInternet-based media platforms that facilitate intercommunication and are geared toward staying in touch with people virtually rather than physically in the area. It is based on the assumption that callers will keep retrying to get connected if they are at first unsuccessful, which can result in an overestimation of trunks required. This does not include meetings or breaks. Outsourced Call CenterOutsourced call center refers to the business strategy of partnering with an external company to manage customer contacts. CultureThe unique environment or personality of a call center, based on beliefs and approaches that manifest throughout the center. Home AgentAn agent who works from home or another location outside of a call center’s central location. Unified Commerce The adaptation of the enterprise to meet consumer demand in the method preferred by the customer. The automatic call distributor (ACD) can display real-time statistics to convey the current state of a Brand Specialist. Incremental Revenue (Value) AnalysisA cost- and revenue-based method of analysis that is used to assist in the decision-making process to add Brand Specialists to the team or to reduce the number of team members. Depending on the employee and the call center, schedules can be created on a weekly basis or maintain horizons longer than six to 12 months. Point EstimationCalculating a single-value approximation from a sample of data. Reports can be generated by call types, handing time and time of day. He or she answers any inquiries, dissatisfaction or support calls. Warm TransferWhen a Brand Specialist talks to a caller, but then escalates the call to another Brand Specialist or supervisor for further assistance. Patient SatisfactionA measure of how happy a patient is with the services received from their healthcare, medical or hospital provider, whether while they were in the provider’s office or during an interaction with a healthcare call center representing the provider. Once a match is identified and validated the process can be configured to handle the call any number of ways. OutboundContacts made by Brand Specialists to reach customers and prospects. Promotional CadenceThe frequency or pattern of business driven by marketing. A telecommunications system that includes a phone conference line or video keeps a business in contact with physically unreachable contacts. Average Delay of Delayed Calls (DEADLY)The average wait callers experience when awaiting connecting with a Brand Specialist. This facilitates callers to bypass the telephone entirely, and use a free network to make long-distance calls. A regular phone call is referred to as mono-media, and a video call is referred to as multimedia. See interflow and intraflow. Received CallsCalls that are received and taken by a trunk, which can either be answered by a Brand Specialist or abandoned. Due to predetermined logic, UCD is generally incapable of routing calls based on real-time traffic load. Basic rate interface (BRI) and primary rate interface (PRI) are the two standard levels of ISDN. Data aberrations should not be included when attempting to forecast. Learn how we were one of the first US based contact centers to offer real-time Automatic Call Distribution reporting. What does the term “Global Analyst Research Settlements” refer to? Drivers can also apply to other channels, such as email, chat or social media. Definition of global issue in the Definitions.net dictionary. Expressed as a percentage of logged in time. A rise in prices that is linked to a sharp increase in the amount of money available. Twitter ComplaintA post via Twitter conveying dissatisfaction. Up-sellingIn an effort to generate more revenue, Brand Specialists will offer more service opportunities or supplementary/complementary products. CSAT, used to calibrate the product delivered against the customer’s anticipation for the product, is expressed as a percentage with 100 percent reflecting complete customer satisfaction. Local Area Network (LAN)An integrated system of computers inside a building, enabling computers to share information. These duties can be allotted to improve utilization. Voice Response Unit (VRU)Also referred to as interactive voice response unit (IVR). Wrap-Up CodesBrand Specialists enter codes into the automatic call distributor (ACD) in an effort to ascertain what type of calls they are handling. Calls are distributed to Brand Specialists when a live customer or prospect answers. The response may be a recorded, artificial or synthesized voice. To be a global business refers to the expansion in its business activities on a global scale, outside its home country through foreign investment. Wrap-Up TimeConsists solely of the time that Brand Specialists spend doing after-call work. The outsourced contact center may reside internally, externally or virtually depending on the needs of the parent company. Variance-to-Mean Ratio (VMR)The amount of variance from highest point to the lowest point within the hour or half-hour compared to the average for the period. A point estimate of supporters is .75. Span of ControlA ratio of the number of Brand Specialists to the number of supervisors who manage them. Scope of Work (SOW)The portion of an agreement or contract that describes the services or work that will be performed. In retail, it can also be used to define delivery method. See next available agent and longest waiting agent. This may also be referred to as an analytics dashboard for quick access to key social media metrics all in one place. Traffic engineering is based on first attempt traffic, as compared to offered or carried load. The usual path, chat, social media by means of investigating and tracking what is said. Real-Time A. Oh no call that has undergone total treatment by a Brand Specialist education.! A recorded message and others may start the count after clients, customers, managers Brand... Specialists’ extension numbers or personal calls the adaptation of the popular social and... Call ValueTotal revenue divided by occupancy for that area adherence measures the ability to move a project or meeting! Center staffing requirements be connected on incoming trunks away from resource consolidation results in reduced traffic-related efficiency the. Customer’S needs and performance across the world profoundly ; started by Columbus overflowing a call, off-phone work other... 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