客戶呼叫中心專業(yè)術(shù)語對應(yīng)英文

1、客戶呼叫中心專業(yè)術(shù)語對應(yīng)英文名詞術(shù)語A2009-02-23 Average queue time 半均排隊(duì)時(shí)長指在某時(shí)段1指線路占用時(shí)間的總長除以來電總量。乂叫平均通話時(shí)長 (average speaking time)。2指來電的平均持線等候時(shí)長(非通話)。2009-02-23 Average delay平均延遲時(shí)間指來電山ACD接入后到座席應(yīng)答之間的延遲，其中包括最初接入后的錄音通知 播放時(shí)間和在隊(duì)列中等候的時(shí)間。這一數(shù)據(jù)可以被用于服務(wù)質(zhì)量的粗略衡量。2009-02-23 Automatic dialing recorded message player 自動撥號錄音信息播放器指一種設(shè)備能

2、撥出多個(gè)電話號碼，接通后播放錄音信息。它是自動撥號系統(tǒng)中 最原始的設(shè)備。2009-02-23 Automatic dialer 自動撥號系統(tǒng)這是自動撥號技術(shù)中比較常用的術(shù)語。這一系統(tǒng)有簡單的，也有復(fù)雜的。簡單 的例如單個(gè)編程然后撥號，復(fù)雜的具備同時(shí)不間歇地?fù)艹龀砂咨锨У碾娫捥柎a，撥 通后再回叫相應(yīng)的座席人員。2009-02-23 Automatic call sequencer 自動呼叫排隊(duì)器指一種可以將來電納入隊(duì)列的設(shè)備。這種設(shè)備有三種功能：1它可以對來電進(jìn)行 自動應(yīng)答，并向來電者提供信息，使他們持續(xù)等待座席人員接聽;2它可以指示座 席人員，下一個(gè)需要應(yīng)答的來電在哪個(gè)線路中。通常情況下，下一

3、個(gè)被應(yīng)答的來電 也是在隊(duì)列中等待最長的來電;3它還可以提供管理信息，例如放棄來電量、最長 的持線等待時(shí)間，以及平均持續(xù)等待時(shí)長。2009-02-23 Automated voice response system 自動語音應(yīng)答系統(tǒng)指一種能夠自動應(yīng)答來電的設(shè)備。這一系統(tǒng)會告知來電者已經(jīng)進(jìn)入隊(duì)列等候座 席人員應(yīng)答，或給予來電者進(jìn)一步的按鍵式的選項(xiàng)，或其他指令。2009-02-23 Automated attendant自動話務(wù)播報(bào)系統(tǒng)指一種語音處理手段，可以自動應(yīng)答來電，并播放錄音信息，還能按照來電者 選項(xiàng)將來電正確接入。2009-02-23 Autodialing 200972-23 Audio

4、text自動撥號指自動撥出電話號 碼。見自動撥號系統(tǒng)。聲訊文字指一種語音處理系統(tǒng)，該系統(tǒng)可以向來電者提供一個(gè)供選擇的菜單，選擇后來 電者即可聽到相關(guān)的語音信息。這一系統(tǒng)相對獨(dú)立，不與相關(guān)數(shù)據(jù)庫的信息進(jìn)行交 互。-02-23 Audio response unit 語音應(yīng)答單元2009指一種設(shè)備，可以將數(shù)據(jù)轉(zhuǎn)換成為語音進(jìn)行播放。2009-02-23 Attendant 話務(wù)員(統(tǒng)稱)一般指公司的總機(jī)或詢臺接待員。但是，呼叫中心管理人員必須了解這個(gè)稱 呼，因?yàn)橛行╇娦判袠I(yè)仍然頑固地稱呼叫中心的座席人員為話務(wù)員。2009-02-23 ATT (average talk time)平均通話時(shí)長指座席人

5、員與來電者在線交談的平均時(shí)長?？梢詮腁CD中獲取。通常指電話被 座席人員接起直到電話被座席人員掛斷的平均時(shí)長。2009-02-23 ATHT(average trunk hold time)平均中繼線占用時(shí)長指中繼線路被 占用的平均時(shí)長。可以從ACD中獲取。2009-02-23 ASA (average speed of answer) 均應(yīng)答速度在來電被座席人員接聽前，來電者平均等了多久?？梢詮腁CD中獲取。這個(gè)數(shù) 據(jù)被許多呼叫中心采用來衡量其服務(wù)質(zhì)量。2009-02-23 Application generator 應(yīng)用發(fā)生器指一種程序工具，可以幫助開發(fā)語音應(yīng)用，例如IVR腳本。它可以過濾

6、掉一些 無用的信息，直接使用戶了解或測試出來電流量情況，并可以通過一些圖形工具加 以體現(xiàn)。2009-02-23 Anticipatory dialing預(yù)撥號 指一種自動外呼撥號系統(tǒng)。該撥號系 統(tǒng)將外呼數(shù)據(jù)連接到座席人員，它可以預(yù)知座席人員何時(shí)下線，并準(zhǔn)備接聽電話。甚至當(dāng)一個(gè)座席人員在上一通電話還沒結(jié) 束時(shí)，它就可以先預(yù)撥一個(gè)電話號碼，使這個(gè)座席人員在結(jié)束上一通電話后立即接 聽預(yù)撥的電話。2009-02-23 Announcement system2009-02-（語音自動）播報(bào)系統(tǒng)自動（電話）號碼識別 動態(tài)路山平均處理時(shí)長分配2009-02-23 Alternate routing 2009

7、-02-23 AHT Distribution 2009-02-23AHT平均處理時(shí)長座席簽入或簽出座席績效報(bào)告2009-02-23 Agent sign on/sign off 2009-02-23 Agent performance report 2009-02-23 Agent logon/logoff座席登入或登岀 呼叫座席按鈕2009-02-23 Agent callback button 2009-02-23Agent監(jiān)控人員排班遵守率 人員排班遵守率 平均應(yīng)答延遲時(shí)長2009-02-23Adherence monitoring 2009-02-20 Adherence 2009-

8、02-20 ADH(average delay to handle) 2009-02-20 ADAD 自動撥號與播報(bào)系統(tǒng) 2009-02-20 ADA (average delay to abandon)平均放棄延遲時(shí)長 2009-02-20 ACW - After Call Work/After Call Wrap-up通話后處理工作2009-02-20 Activity codes 活動代碼2009-02-20 ACM (Automatic Call Manager)自動呼叫管理2009-02-20 AC IS (Automatic Customer/Caller Identificati

9、on)自動客戶/呼 叫2009-02-20 ACD Intelligent Call Processing ACD 2009-02-20 ACD DataDirectedall Routing ACD2009-02-20 ACD Conditional Routing ACD C智能呼叫處理數(shù)據(jù)直接呼叫路山有條件路山呼叫者直接呼叫路山2009-02-20 ACD Caller Directed Call Routing ACD2009-02-20 ACD CallBackMessaging ACD回叫信息基于應(yīng)用的呼叫路由2009-02-20 ACD Application-based Cal

10、l Routing ACD2009-02-20 ACDApplication Bridge ACD2009-02-20 ACD(Automatic Call Distributor)自動呼叫分配 2009-02-20應(yīng)用鏈接Accuracy準(zhǔn)確性超長在線時(shí)間放棄呼叫成本2009-02-20 Above hold time2009-02-20 Abandoned call cost 2009-02-20 Abandoned call 2009-02-20AbandonRate放棄的呼叫電話放棄率B2009-02-23 Busy season忙季最大負(fù)荷小時(shí)中完成的呼入量2009-02-23 Bu

11、sy hour call completions 2009-02-23 Busy hour callattempts2009-02-23 Busy hour 2009-02-23 Busy最大負(fù)荷小時(shí)中企圖接入的呼入量忙時(shí)，最大負(fù)荷小時(shí)占線、忙、未接通2009-02-20 ACD(Automatic Call Distributor)自動呼叫分配 2009-02-20業(yè)務(wù)流程重組2009-02-23 Business process re-engineering 2009-02-23 Business process analysis2009-02-23 Burn em and churn *

12、 em業(yè)務(wù)流程分析壓榨式管理2009-02-23 Branching scripts 一樹狀 II 腳本 2009-02-23 Blocking阻擋被阻擋呼叫的緩解-23 Blocked calls released 2009-02-23 Blocked calls held 2009-02被阻擋呼叫的保持被阻擋呼叫的延遲2009-02-23 Blocked calls delayed2009-02-23 Blocked calls被阻擋的呼叫 混合型呼叫中心2009-02-23 Blended call center 2009-02-23 Blended agent 混合座席基準(zhǔn)評估 200

13、9-02-23-23 Benchmarking 基準(zhǔn)評測 低于正常通話時(shí)長 Benchmark Review 2009-022009-02-23 Below hold time 2009-02-23 Best practice 最佳實(shí)踐Baseline assessment 基準(zhǔn)測試2009-02-23 Cycle time周期時(shí)間、周期時(shí)長客戶服務(wù)技能客戶滿意度調(diào)查2009-02-23 Customer service skills 2009-02-23 Customer satisfaction survey2009-02-23 Customer interface 2009-02-23

14、Customer 客戶界面客戶交義培訓(xùn)分鐘成本 2009-02-23 Cross training 2009-02-23 Cost per minute 2009-02-23 Cost per agent平均人員成本組成管理或配置管理2009-02-23ConfigurationManagement 2009-02-23 Computer Telephony計(jì)算機(jī)電話技術(shù)配置管理數(shù)據(jù) 庫2009-02-23 CMDB Configuration Management Database 2009-02-23 Closure終結(jié)配置項(xiàng)或配置組件 2009-02-23 CI (Configurati

15、on Item) 2009-02-23Chargeback費(fèi)用回收變革管理 2009-02-23 Change Management 2009-02-23Centralized 2009-02-23 CCITT集中式 國際電話電報(bào)顧問委員會 職業(yè)生涯發(fā)展通道每時(shí)段電話呼叫量 2009-02-23 Career pathing 2009-02-23 Calls per period 2009-02-23 2009-02-23 Call-management system 呼叫管理系統(tǒng)2009-02-23 Call volume 呼叫量 呼叫定序器 2009-02-23 Callsequencer

16、 2009-02-23 Call screening 呼叫顯示呼叫路由表 2009-02-23 Callrouting tables 2009-02-23 Call routing 呼叫路由 呼叫處理率 2009-02-23 Callprocessing rate 2009-02-23 Call processing 2009-02-23 callmonitoring 2009-02-23 Call metrics呼叫處理呼叫監(jiān)控呼叫指標(biāo)呼叫管理 2009-02-23 Callmanagement 2009-02-23 Call interval 呼叫間隔呼叫處理周期 2009-02-23 C

17、all-23 Call Center呼叫中心呼叫種類 呼叫占用率cycle time 2009-022009-02-23 Call category 2009-02-23 call capture rate (CCR) 2009-02-23 Call back 2009-02-23 Call電話回呼 電話呼叫 流逝的日歷時(shí)間 客戶敏感性 信息庫-23 Calendar Time Elapsed 2009-02-23 Customer sensitivity knowledge base 2009-022009-02-23 CRM客戶關(guān)系管理客戶關(guān)懷中心2009-02-23 Customer c

18、arecenter 2009-02-23 Customer care客戶關(guān)懷計(jì)算機(jī)電話集成客戶服務(wù)代表2009-02-23 CTI(computer-telephon integration) 2009-02-23CSR(customer servicerepresentative) 2009-02-23 CSC 平均訂單成本單呼成本分析 2009-02-23CP0(cost per order) 2009-02-23 Cost-per-call analysis 2009-02-23Cost-per-call 單呼成本 2009-02-23 Content processing 2009-0

19、2-23 Consultive selling2009-02-23 Cold call咨詢式銷售冷訪（電話）沖突管理培訓(xùn)2009-02-23CMT（conflictmanagement training）20（19-02-23Cluster 2009-02-23 Clean集簇式整理（數(shù)據(jù)）電話交換局2009-02-23Central office 2009-02-23 CCS 2009-02-23 CATI 百秒呼叫計(jì)算機(jī)輔助電 話調(diào)查案例推理法 2009-02-23 Case-based reasoning 2009-02-23 Case 案例（電 信）運(yùn)營商容量商業(yè)促銷活動 2009-0

20、2-23 carrier 2009-02-23 capacity2009-02-23 Campaign 2009-02-23 Caller ID來電者身份呼叫報(bào)表（電話營銷報(bào)告）呼叫處理 2009-02-23 Call reporting 2009-02-23 Call processing2009-02-23 Call-me button 2009-02-23 Call flow 呼叫按鈕呼叫流向呼叫詳 情記錄2009-02-23 Call detail recording 2009-02-23 Call data 呼叫數(shù)據(jù) 呼叫 控制呼叫混合處理 2009-02-23 Call contr

21、ol 2009-02-23 Call blending 2009-02-23Call attempt 呼叫嘗試呼叫統(tǒng)計(jì)系統(tǒng) 2009-02-23 Call accounting system2009-02-23 Calibrate / calibration 2009-02 校準(zhǔn) D2009-02-23 Diagnose & diagnostic aides 2009-02-23 Dynamic overloadcontrol 2009-02-23 Dynamic load balancing 2009-02-23 Dynamicanswer診斷和診斷輔助工具 動態(tài)超負(fù)荷控制 呼叫量動

22、態(tài)平衡動態(tài)應(yīng)答基于驅(qū)動因素的預(yù)測 2009-02-23 Driver-based forecasting 2009-02-23 Downtime系統(tǒng)停止運(yùn)行時(shí)期或宕機(jī)期肩并肩式監(jiān)控的一種方法2009-02-23 Doublejack2009-02-23 Document on demand文件按需索取 別打電話來，及別打電話來的名單 2009-02-23 Do not call & do not call list 2009- 02-23 DNIS (dialed number identification service)主叫號碼識別服務(wù) 2009- 02-23Distributio

23、n group分類組分布式呼叫中心派單或調(diào)度2009-02-23Distributed call center 2009-02-23 Dispatch 1(呼叫)分派;22009-02-23 Discretespeech 2009-02-23 Disconnect rate不連續(xù)語音未接通率災(zāi)難恢復(fù)訃劃2009-02-23 Disaster recovery plan 2009-02-23 Direct-mail sold 2009- 02-23 Direct response fl郵客戶名單直接響應(yīng)直復(fù)營銷2009-02-23 Direct marketing2009-02-23 Direc

24、ted dialog 定向?qū)υ捴苯訐苋?功能)2009-02-23DID(directinward dialing) 2009-02-23 Digital recording 數(shù)字錄音數(shù)字信息播報(bào)器2009-02-23 Digital announcer 2009-02-23 Dialback security 2009-02-23Demand按需外撥 呼叫延遲數(shù)據(jù) 延遲通知2009-02-23 Delay call dialing回?fù)馨踩玸tatistics 2009-02-23 Delay announcement 2009-02-23 Delay 延遲 專門 的，專用的2009-02-2

25、3 dedicated 2009-02-23 Decoy偽名單決策樹經(jīng)銷商定位器 數(shù)據(jù)庫營銷 數(shù)據(jù)庫管理系統(tǒng)2009-02-23 Decision每周工作日(呼叫量)系數(shù) tree 2009-02-23 Dealer locator 2009-02-23 Day-of-week factors 2009- 02-23 Databasemarketing 2009-02-23 Database management system 2009-02-23 Database lookup數(shù)據(jù)庫查找 數(shù)據(jù)庫整合 數(shù)據(jù)庫呼叫處理2009-02-23 Database integration2009-02-

26、23 Database call handling 2009-02-23 Data warehousing 數(shù)據(jù)倉 庫2009-02-23 Data mining 2009-02-23 Data dip數(shù)據(jù)挖掘數(shù)據(jù)查尋數(shù)據(jù)定向路由 2009-02-23 Data-directed routing E2009-02-23 ERMS (email responds management system)電子郵件應(yīng)答管理系統(tǒng)2010-02-08 front-end2009-02-23 Escalation plan 2009-02-23 Escalation 升級計(jì)劃升級外部客八 2009-02-23

27、 External customer 2009-02-23 Expert system 2009-02-23 Eventcode專家系統(tǒng)事件代碼錯誤糾正協(xié)議2009-02-23 Error-correcting protocol 2009-02-23 Erlang & erlang formula 2009-02-23 Ergonomics 厄 朗值和厄朗公式人體工程學(xué)班次結(jié)束判定路曲電子目錄輔助設(shè)備2009-02-23 end-of-shift routing 2009-02-23 EDA(electronic directory assistance) 2009-02-23ECH(

28、enhanced call handling)增強(qiáng)型呼叫處理 2009-02-23 Ear tip 耳麥中 耳機(jī)部分的末端耳麥中戴在頭上的圈2009-02-23 Ear loop or ear ring 2009-02-23 E-CRM電子化客戶關(guān)系管理電子商務(wù)2009-02-23 E-commerce (electronic commerce) F2010-02-08 full-time equivalent (FTE )-02-08 Group busy hour 2010-02-08 grade of service （ GBH ）等效工作（時(shí)間）前端預(yù)測方法論2010-02-08 fr

29、ont office -前臺II-08 forecasting methodologies - 2010-02-08 forecasting -預(yù)測預(yù) 2010-02測呼叫量與實(shí)際比較 2010-02-08 Forecasted call load vs. actual 2010-02-08forced preview dialing - 2010-02-08 forced available-強(qiáng)制預(yù)覽撥號強(qiáng)制（標(biāo)記）可用2010-02-08 force feed 強(qiáng)制接通根據(jù)時(shí)區(qū)進(jìn)行外呼 2010-02-08 follow the sun dialing 2010-02-08 focusgr

30、oup -目標(biāo)客戶群改變隊(duì)列 2010-02-08 Flushing out the queue - 2010-02-08Flow chat -流程圖靈活的工作時(shí)間安排 2010-02-08 Flex-time scheduling- 2010-02-08 flexagents -靈活座席人員一次解決、首問解決 現(xiàn)場服務(wù)與分 派系統(tǒng)美國聯(lián)邦通訊委員 2010-02-08 First-call resolution 2010-02-08 Field Service and Dispatch - 2010-02-07 Federal CommunicationsCommission FCC2010

31、會-02-06 Fax Server 2010-02-06 傳真服務(wù)器 G2010小組的負(fù)荷小時(shí)（GOS ）服務(wù)等級（GOE ）效率等2010-02-08 headset級 地域差異性運(yùn)營 2010-02-08 grade of efficiency 2010-02-08Geographica11y-variab1e operating costs -成本 2010-02-08 gantt chart 甘特圖H2010-02-08 hundred call second -百秒呼叫 2010-02-08 houselist 2010-02-08 hotline 主要（客戶）名單 熱線 遠(yuǎn)端（家

32、庭）座席 節(jié)假日系數(shù) 2010-02-08 Home agent- 2010-02-08 Holiday factor-2010-02-08holding tank -持線隊(duì)列 2010-02-08 Hold time before disconnect 一-持線時(shí)長 2010-02-08 hold recall 2010-02-08 hold 持線提醒（功能）持線（保持線路通暢）歷史（數(shù)據(jù)）報(bào)表 歷史（數(shù)據(jù)）預(yù)測2010-02-08 historicalreport - 2010-02-08 historical forecasting -2010-02-08 help desk 技術(shù)支持中

33、心HVAC ）空氣環(huán)2010-02-08 heating, ventilation and conditioning （境2010-02-08 hard dollar savings一硬成本II節(jié)約2010-02-08耳麥handoff轉(zhuǎn)接（呼叫）處理時(shí)長2010-02-08 Handling time - 2010-02-08I2010-02-08 invisible queue -未知隊(duì)列（時(shí)長）一周預(yù)測-08 intraweek forecast - 2010-02-08 intraday forecast - 2010-02當(dāng)天預(yù)測基于時(shí)段的（預(yù)測）準(zhǔn)確率2010-02-08 inte

34、rval based accuracy -2010-02-08 internet callme II transaction基于互聯(lián)網(wǎng)的一座席回呼 II 業(yè)務(wù) 2010-02-08 internet -call-through II transaction- 2010-02-08 internalturnover -基于互聯(lián)網(wǎng)的一呼.（IVR ）交互式語音應(yīng)答2010-02-08 interactive web response2010-02-08 interactive voice response 2010-02-08 intelligentrouting -智能路山2010-02-08

35、hard dollar savings一硬成本II節(jié)約2010-02-08智能呼叫處理2010-02-08 intelligent call processing2010-0208based system2010-02-08 Knowledge workersintegration -（系統(tǒng)）集成或整合推論引擎2010-02-08 inference engine - 2010-02-08 index factor - 2010-02-08increments -指標(biāo)系數(shù)（時(shí)間段）人員增量收入增長分析2010-02-08 incremental revenue analysis -2010-0

36、2-08 inbound campaign - 2010-02-08 inbound - 呼入式營銷活動 呼入 不變法則2010-02-08 immutable law 2010-02-08idle time 空閑時(shí)間或狀態(tài)可識別振鈴2010-02-08 identifiedringing - J2010-02-08 judgmental forecasting - 2010-02-08 job role -判斷預(yù)測崗位職責(zé)工作（崗位職責(zé)）評估或評定2010-02-08 job evaluation K20102010-02-08 intelligent call processing2010

37、-0208based system2010-02-08 Knowledge workers-02-08 Known error -已知錯誤 知識庫系統(tǒng) 2010-02-08 Knowledge灰領(lǐng) II 2010-02-08 Knowledge Base2010-02-08 KM2010-02-082010-02-08 normal message正常信息KPI 知識庫知識管理關(guān)鍵績效指標(biāo)Lloiid )rofile (Simulator)-仿真輸入數(shù)據(jù) 2010-02-08 link ( Networked Call Center ) -Networked Call Center 2010-

38、02-08 Launchpad -是該桌面應(yīng)用程序的主窗口 2010-02-08 MX Email script MX2010-02-08 MX Email MX 電子郵箱腳本電子郵箱最具資格座席2010-02-08 most qual辻ied agent-2010-02-08 Monitor All Items permission - 2010-02-08 minimumeligible agents - 2010-02-08 message pool-監(jiān)控所有項(xiàng)H許可 最少座席數(shù)信息資源歷史信息 2010-02-08 message history 2010-02-08 mediatyp

39、e -媒介類型 主管理員 2010-02-08 Master Administrator-2010-02-08 Mandatory Wrapup permission -強(qiáng)制性完1 許可 N2010-02-08 not辻ications 通告 非話務(wù)員 2010-02-08 NOT operator(Resume Routing Advanced)呼叫中心座席狀態(tài) 2010-02-08 Non-CC ( Call Center ), agent state非2010-02-08 No Performance Reporting (International Market Version)201

40、0-02-08 Networking Server (Networked Call Center ) - 2010-02-08networked routing ( Networked Call Center ) -網(wǎng)絡(luò)服務(wù)器 網(wǎng)絡(luò)路曲2010-02-08 networked route control group ( Networked Call Center ) 2010-02-08 networked call queue ( Networked Call Center ) - 網(wǎng)絡(luò)呼叫隊(duì)列2010-02-08 Networked Call Center feature -網(wǎng)絡(luò)呼叫中心特點(diǎn) 2010-02-08 networked ACD number ( Networked Call Center )