25 virtual call center terms that make you an expert

 

PBX, especially virtual PBX is a trend that many businesses want to deploy. Sometimes the terminology in the Call Center can make customers a bit "confused". Therefore, South Telecom will troubleshoot this problem in the following article! Get started now!

What is a virtual PBX?

 

Virtual PBX, also known as hosted pbx or cloud pbx, is a telephone exchange built and operated on the basis of cloud computing technology (Cloud Computing) combined with modern VoIP technology.

Sounds very complicated, right? Simply put, a virtual PBX is a telephone exchange service provided over the Internet instead of having to pull a traditional post office line. There! This is much easier to understand!

 

Terminology in virtual PBX

Just a quick look at the concept of a virtual switchboard, now back to the main part of the article. Watch to see the magic of these terms!

1. Inbound and outbound

Inbound refers to calls that businesses receive from external customers. Outbound is the opposite, those are calls that businesses actively communicate with customers. In addition, we often encounter other ways of calling such as "call in" or "call out".

2. CRM

This stands for Customer Relationship Management. CRM is known as a software capable of storing, integrating and synchronizing customer data, which can be mentioned as: basic information, history of interactions across channels, customer classification... Virtual call center now incorporates CRM to help businesses enhance their business services.

3. Agent, CSR

We are often used to Agents are agents right? However in switchboard it means operator. Or to put it simply, the employee answered the phone. CSR stands for Customer Service Representatives, this is also referring to the operator.

4. IVR

When reading the switchboard information, everyone must have seen the phrase IVR appear somewhere. So what is IVR? IVR (Interactive Voice Response) is automatic voice interaction. It can be understood simply that when there is an incoming call, the switchboard will play a recording of instructions to customers by pressing the number keys.

5. Popup

This is a feature that displays customer information when there is an incoming or outgoing call. Usually, this feature will be most evident when there is CRM integration or 3rd party software.

6.  Voicemail

 

Voicemail System or voicemail system is basically a modern version of an answering machine. It helps to replay the message to the caller in case it is not ready. Furthermore, the caller has the option to leave a message or request a callback. This is a great tool to make customer service smoother.

7. Extension

Many times we will hear advice like: "how many extensions do you need? It's easy for you to expand the extension"... so what is an extension? This is understood as an extension in the switchboard system. For example 5 extensions, 10 extensions are 5 extensions, 10 extensions. Pretty simple right?

8. VoIP

VoIP is known as Voice over Internet Protocol. This is a technology to transmit human voice over a computer network using the TCP/IP protocol suite. It uses IP datagrams with the transmitted information being encoded as the audio.

9. Queue

This is the call queue on the switchboard. Calls pouring into the switchboard can go to different numbers based on the business's settings. For example, according to the communication needs of customers through branches such as ordering, technical support, information consulting, etc., the branches mentioned above are called queues.

10. ACS

ACS or full name is Automated Call System/Service, we are used to calling it an automatic switchboard or Auto Call. This is an automatic call center solution, an advanced technique that allows to call hundreds or even thousands of pre-recorded automatic calls to users immediately and at the same time, professional recording script. businesses, save maximum resources for Enterprises!

Readers can learn about the ACS switchboard feature here

11. PBX

 

PBX - Private Branch Exchange is an internal PBX system, helping departments and employees inside the company to call each other completely free of charge. It can be said that this feature in a virtual PBX is a great solution for businesses to save on telecommunications costs.

If you want to see detailed information about IP PBX features, see here!

 

12. Telemarketing và Telesales

Telemarketing is a combination of the words "Telephone" and "marketing", which means marketing and advertising over the phone. Telesale is a combination of "Telephone" and "Sale", which means selling over the phone. It can be said that these are also the two types that must use a PBX, especially a virtual PBX for the best performance.

13. ACD

ACD - Automatic Call Distribution, this is an automatic call allocation system. Calls to the switchboard will be distributed to the operator according to the pre-configured scenario.

14. Transfer call

 

This is call redirection. There are two ways to transfer: automatic and manual. For automatic, calls from outside will be transferred according to the script in the switchboard such as the extension is busy, outside working hours, no answer... But manual transfer is a direct operation of the telephone operator. to forward the call to the department in charge.

15. Recording

 

Call recording function will be commonly found on virtual PBX. This is considered an outstanding advantage to help businesses listen to customer interactions to adjust their services and business strategies.

16. Ticket

To understand correctly in the switchboard, this is a record, or a job request form. The call center system builds tickets to control the progress of work, or create orders to be processed to help not miss anything.

17. Omni-channel

This is understood as multi-channel customer service integration such as: Facebook (chat & comment), Zalo OA (Official Account), Live chat... This is a customer-centric model in reaching out through sales channels. customers, maximize sales from offline to online channels but only need to manage on a single system.

18. Self-service

This is the form in which customers when contacting the business, even without the support of an operator, can still solve their needs. This is also the advantage of automatic call center (ACS) or automatic voice interaction (IVR).

19. Softphone

Softphone is an application installed on smartphones or computers to serve the diverse needs of businesses. Softphone has 2 main forms: 1 is a PBX provider based on available applications for developers, and then configures their switchboard information on it. 2 is a virtual PBX provider that builds its own branded Softphone

20. Supervisor, monitor or admin

This is general only for supervisors. The supervisor in the switchboard has a lot of functions such as: Monitor the entire agent on the screen, recent calls, missed calls during the day, how long to wait to answer the phone, "eavesdrop" on a call staff... 

21. API

APIs (Application Programming Interfaces) are methods and protocols that connect to other libraries and applications. The API provides the ability to provide access to a set of commonly used functions and from there to exchange data between applications. 

22. Pincode

Pincode is understood as an outbound call with a password. This is an effective solution when businesses want to control the call charges of each extension and avoid the case of agents using each other's "stealth". 

23. IP Phone

Basically, IP phones are devices that have a similar shape and structure to a traditional phone. However, instead of using the PSTN system, the postal network like a desk phone, these devices are connected and operated by the Internet and have more special features than traditional phones such as displaying numbers. incoming calls, display missed calls, record calls, transfer calls…

24. DND

DND stands for Do Not Distub which means do not disturb. We often see the words DND on IP Phone phones. When this feature is enabled, that IP Phone (extetion) will not be able to make or receive calls.

25. Import/Export

 

This concept is also quite easy to understand. Virtual PBX can easily transfer data or export data such as reports, statistics... Usually the data is exported as an excel file to assist users in monitoring, processing and storing a easy way

Above are 25 commonly used terms in virtual PBX, pretty easy to understand, right! If you still have problems or have new terms, do not hesitate to contact us for the most timely support and answers!