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Abandonment Rates and Cost per Call

thing thatfunders understand is cost per...-per-call of a 2-1-1 in Alabama with an...there is no industry standard for cost-per...diploma in Call Centre Management at a Toronto

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Glossary
Automatic Call Distribution (ACD)

per agent and other call-related metrics...calls to one or more groups of I&R...process incoming calls on a first in/first...based on the characteristics of the call. An


Glossary
Cost Effectiveness Analysis

relationship between the cost and the effectiveness...least cost to produce a given level of


Glossary
Calls

between the calling party and the called party...Included are both incoming calls (calls...initiated by inquirers) and outgoing calls...(calls initiated by I&R specialists


Glossary
Call Type

Call types include: Information


Glossary
Calls Answered

Calls that are routed to an ACD queue...Calls Answered may be either Transactions...-Transactions (e.g., abandoned calls, wrong numbers...phantom calls, admin calls, personal calls


Glossary
Abandoned Calls

Incoming calls that are terminated by...call is answered by an I&R specialist...Abandonment Time, Hang Ups, Calls


Glossary
Call Volume

mean incoming calls, calls offered or calls...answered or, in some contexts, outgoing calls


Glossary
Transaction Calls

calls are characterized by direct contact...Referral Provision, Closure). Basically, calls...Calls, Non-Transaction Calls. Also known...as Calls Transacted, Productive Calls


Glossary
Calls Offered

Calls Received that are placed in...call will be either answered or abandoned...be a Transaction Call or a Non...-Transaction Call. (Calls Offered = Calls