텔레마케팅 용어 정리

문서 내 토픽

1. Abandoned Call (포기 호)

상담원이 응답하기 전에 전화를 건 사람이 전화를 끊는 콜, 주로 통신회선 과다, 회선 수부족 등으로 인해서 상담원이 응답하기 전에 전화를 건 사람이 전화를 끊는 경우를 말하는데, 인 바운드 콜센터에서는 서비스레벨을 측정하는데 중요한 자료로 활용된다.
2. ACD (Automatic Call Distributor)

자동 호 분배 시스템인입된 전화를 해당 시점에서 전화를 받고 있지 않은 상담원이나, 다음 응대를 위해 단순히 대기하고 있는 상담원에게 순차적으로 균등하게 자동 분배해 주는 시스템이다.
3. ACD call back Message

통화량이 수용할 수 있는 용량보다 많은 경우에 일정 시간 이상 대기하고 있는 고객에게 "지금은 전화 량이 많아 응답이 늦어지고 있습니다. 죄송합니다."라는 녹음 메시지를 자동으로 보내주는 시스템이다.
4. ACRDM (Automatic Computer Record Dialing Machine)

사전에 지정된 전화번호를 스스로 돌린 후 자동적으로 녹음된 메시지를 전달하는 기계
5. ARS

자동응답 시스템을 말한다.
6. After-Call Work

고객과 통화가 종료된 후 상담원이 처리해야 할 업무를 말한다.
7. Agency

텔레마케팅 업무를 대행 처리해주는 전문 용역 업체를 말한다.
8. ADA (Average Delay to Abandon)

통화가 지체되어 끊어질 때까지 평균적으로 걸리는 시간으로, 주로 ACD의 전화 통화 대기에서 끊을 때 평균적으로 기다린 시간에 대한 통계치를 산정한다.
9. ANI (Automatic Number Identification)

전화를 건 고객의 전화번호 외의 고객의 전화번호로 보관된 고객 정보를 상담원이 알 수 있도록 상담원 컴퓨터에 스크린 팝업해주는 서비스이다. 통화 시작과 함께 고객의 정보를 화면에 보여줌으로써 신속한 고객은대가 가능하다.
10. ASA (Average Speed Answer /평균응답속도)

상담원이 고객의 전화에 대해서 응답하는 데까지 걸리는 평균 시간이다.

Easy AI와 토픽 톺아보기

1. Abandoned Call (포기 호)

Abandoned calls are a common issue in call centers, where customers hang up before their call is answered or resolved. This can be frustrating for both the customer and the call center, as it represents a lost opportunity for engagement and potential revenue. To address this problem, call centers should focus on improving their call handling processes, reducing wait times, and enhancing the overall customer experience. This may involve implementing better call routing systems, increasing staffing during peak hours, and providing more self-service options for customers. Additionally, analyzing the reasons for abandoned calls can help call centers identify and address the root causes, leading to improved customer satisfaction and operational efficiency.
2. ACD (Automatic Call Distributor)

ACD (Automatic Call Distributor) is a crucial technology in call centers, as it helps to efficiently route incoming calls to the appropriate agents or departments. By automatically distributing calls based on predefined rules and algorithms, ACDs can improve call handling efficiency, reduce wait times, and enhance the overall customer experience. However, the effectiveness of an ACD system depends on the quality of its configuration and the underlying business processes. Call centers should carefully design their ACD workflows, monitor performance metrics, and continuously optimize the system to ensure it meets the evolving needs of their customers and agents. Additionally, integrating the ACD with other call center technologies, such as CRM systems and workforce management tools, can further enhance its capabilities and drive better business outcomes.
3. ACD call back Message

ACD call back messages are an important feature in call centers, as they provide customers with the option to receive a callback instead of waiting on hold. This can be particularly useful during periods of high call volume or when agents are unavailable. Effective ACD call back messages should be clear, concise, and provide customers with the necessary information, such as estimated wait times, callback options, and any relevant contact details. Additionally, call centers should ensure that the callback process is seamless and efficient, with agents promptly returning calls and addressing customer needs. By offering this feature, call centers can improve customer satisfaction, reduce abandoned calls, and enhance their overall operational efficiency.
4. ACRDM (Automatic Computer Record Dialing Machine)

ACRDM (Automatic Computer Record Dialing Machine) is a technology used in call centers to automate the dialing process, improving efficiency and productivity. By automatically dialing phone numbers and connecting calls to available agents, ACRDMs can help call centers handle a larger volume of outbound calls while reducing the manual effort required. However, the use of ACRDMs should be carefully managed to ensure compliance with relevant regulations and to avoid potential issues such as customer complaints or legal challenges. Call centers should implement robust policies and procedures to ensure that ACRDM usage is ethical, transparent, and respectful of customer preferences. Additionally, integrating ACRDMs with other call center technologies, such as CRM systems and predictive analytics, can further enhance their effectiveness and drive better business outcomes.
5. ARS

ARS (Automated Response System) is a technology used in call centers to provide customers with self-service options, reducing the need for live agent interactions. By offering a menu of pre-recorded options, ARS systems can help customers quickly access information, complete simple transactions, and route their calls to the appropriate department or agent. Effective ARS design is crucial, as it can significantly impact customer satisfaction and the overall call center experience. Call centers should carefully structure their ARS menus, ensure clear and concise voice prompts, and regularly review and update the system to address customer feedback and changing needs. Additionally, integrating ARS with other call center technologies, such as speech recognition and natural language processing, can further enhance its capabilities and provide a more seamless and personalized customer experience.
6. After-Call Work

After-Call Work (ACW) refers to the time agents spend on tasks related to a completed call, such as updating customer records, scheduling follow-up actions, or completing any necessary documentation. Effective management of ACW is essential for call centers, as it can impact agent productivity, customer satisfaction, and overall operational efficiency. Call centers should strive to strike a balance between allowing agents sufficient time to complete necessary tasks and minimizing the time spent on ACW, which can lead to longer wait times for customers. This may involve implementing streamlined processes, providing agents with the necessary tools and resources, and closely monitoring ACW metrics to identify areas for improvement. By optimizing ACW, call centers can enhance agent productivity, improve customer experience, and drive better business outcomes.
7. Agency

In the context of call centers, an agency refers to an external organization that provides outsourced call center services to clients. Agencies can offer a range of services, including inbound and outbound call handling, customer support, sales, and technical assistance. Partnering with a reputable agency can provide call centers with several benefits, such as access to a larger pool of skilled agents, economies of scale, and the ability to scale operations up or down as needed. However, call centers should carefully evaluate potential agency partners, considering factors such as their industry experience, service quality, compliance with relevant regulations, and cultural fit. Effective collaboration and communication between the call center and the agency are also crucial to ensure a seamless customer experience and alignment with the call center's strategic objectives.
8. ADA (Average Delay to Abandon)

ADA (Average Delay to Abandon) is a key performance metric in call centers, measuring the average time a customer waits before abandoning a call. This metric is important because it provides insights into the customer experience and the overall efficiency of the call center's operations. A high ADA can indicate issues such as long wait times, inadequate staffing, or inefficient call routing, which can lead to customer frustration and increased abandoned calls. Call centers should closely monitor their ADA and implement strategies to reduce it, such as improving call forecasting, optimizing staffing levels, and enhancing the self-service options available to customers. By focusing on reducing the ADA, call centers can improve customer satisfaction, increase call completion rates, and drive better business outcomes.
9. ANI (Automatic Number Identification)

ANI (Automatic Number Identification) is a technology used in call centers to automatically identify the phone number of an incoming caller. This information can be used for a variety of purposes, such as caller identification, call routing, and personalized customer service. By leveraging ANI data, call centers can improve the efficiency and effectiveness of their operations. For example, they can use ANI to quickly access customer records, route calls to the appropriate agent or department, and provide a more personalized customer experience. However, call centers must also be mindful of privacy and security concerns when handling ANI data, and ensure that they are complying with relevant regulations and industry best practices. By striking the right balance between leveraging ANI technology and protecting customer data, call centers can enhance their overall operational performance and deliver better service to their customers.
10. ASA (Average Speed Answer /평균응답속도)

ASA (Average Speed Answer) is a key performance metric in call centers, measuring the average time it takes for a call to be answered by an agent. This metric is crucial because it directly impacts the customer experience and can influence factors such as customer satisfaction, call abandonment rates, and overall operational efficiency. A low ASA indicates that customers are being served promptly, while a high ASA may suggest issues such as understaffing, inefficient call routing, or inadequate call handling processes. Call centers should closely monitor their ASA and implement strategies to improve it, such as optimizing staffing levels, enhancing call routing algorithms, and providing agents with the necessary tools and training to handle calls efficiently. By focusing on reducing the ASA, call centers can improve customer satisfaction, increase call completion rates, and drive better business outcomes.

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