Lingo*

ACD
Automatic Call Distribution. Automatically routes calls to the appropriate call center reps by matching customer phone numbers with a database. You specify which agents should take certain calls based on the customer’s products, geography, or any other parameter.

AHT
Average handle time. The mean time customer service call center reps spend with clients on the phone plus the amount of work they spend on the account after the call.

In or Out?

Most call centers’ services are classified into two categories, namely the inbound support, which local call centers cater to most – and the outbound service, which is increasing rapidly as well.