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Crossword Puzzle
Crossword Puzzle

Call Center Terms

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Call Center Terms
 

Crossword Puzzle

Call Center TermsOnline version

Glossary for call centers

by Diego Falla
1

It is the process of monitoring an agent’s computer screen in real time by a supervisor. It is used for quality control, training, and compliance with company procedures.

2

These are outgoing calls made by agents to customers. They are commonly used for sales, collections, surveys, customer follow-ups, and marketing campaigns.

3

It refers to periods with lower traffic or a lower volume of calls. These are usually the times when fewer customers are contacting the call center.

4

It is a private telephone system that allows a company to manage internal and external calls and distribute them among agents.

5

It is a communication application used for voice calls, video calls, and instant messaging. In some call centers, it is used for internal communication between agents, supervisors, and other departments.

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