Woordenboek

A

Abandon Rate Abandoned Call ACD ACD Call ACD Time ACW ACW Time Adherence To Schedule Advisor Agent Agent Status Antwoordservice Artificial Intelligence (AI) Auto Available Aux Time Average Handling Time Average Speed of Answer Average Talktime Average Waiting Time Average Wrap-Up Time AVG – GDPR

B

Back Office BBL Bel me niet register Benchmark Blending BPO Brancheorganisaties Bunch Up – (Gesprekken) Bunch Up Business to Business Business to Consumer

C

D

Database DDMA Deep Selling Dialer Digitalisering Direct Marketing DOA

E

E-mail Endorsement Erlang Erlang B Erlang C Exception

F

Facilitair Call Center / Facilitair Contact Center First Contact Resolution (FCR) First Time Right Flexpool Forecast Front Office FTR Fulfilment

H

Helpdesk Hold Time

I

Inbound Inlogtijd Insourcing Interactive Voice Response (IVR) ISDN ISO ISO 18295: Internationale Standaard voor Klantcontactcenters ITO

K

Kennismanagement Klantbeeld Klantcontact Quiz Klantenservice Klantenservice Federatie (KSF) KPI

L

Login / Logout Lost Call

M

Managed Insourcing Marketing Medewerkerstevredenheid Monitoring Multi Channel Multiskilled

N

NAW Gegevens Nawerk NAWT Gegevens Nearshoring Nieuw Geluid NPS (Net Promoter Score)

O

Occupancy Offshoring Omnichannel OPTA OSS Outbound Outsourcing Overflow

P

PABX Planning POTS Predictive dialer PSTN

Q

Quality Monitoring Queue

R

Respondent RMA Robotisering RONA (Redirect On No Answer) Routing strategie

S

Schedule Scheduled en Unscheduled Events Scheduling Script Self Service Service Design Service Level Service Level Agreement (SLA) Servicenummer Shift Shrinkage Studentenpool Supervisor customer service

T

Teamleider Telecommunicatiewet Telesales

U

Uitzenden Up Selling

V

VCN Virtueel Contact Center Voicebot

W

Wet Bescherming Persoonsgegevens Wet Oneerlijke Handelspraktijken WFM Software Work Force Management Workload Wrap Up Time

Klantcontact Woordenboek

A

B

C

D

E

F

H

I

K

L

M

N

O

P

Q

R

S

T

U

V

W