The Call Center Dictionary: The Complete Guide to Call Center & Customer Support Technology Solutions
This book is your guide to the technology, techniques and trends in today's call centers.
TABLE OF CONTENTS The Call Center Dictionary: The Complete Guide to Call Center & Customer Support Technology Solutions
Chapter 24: W:WAN Wrap-Up Time
- WAN
-
See WIDE AREA NETWORK WAN.
- WATS Wide Area Telecommunications Service
- Basically, a discounted toll service provided by all long distance and local phone companies. It's a generic term. There are two kinds of WATS service: in and out. In is your typical inbound 800 toll free service.Out is now commonly regarded as long distance and in fact some long distance companies still call their long distance service WATS. But WATS used to refer to the practice of breaking territory into "bands" of states for billing purposes. You'd buy service by the band.
- WEIGHTED AVERAGE
- A method of averaging several numbers in which some numbers are increased before averaging because they have more significance relative to the other numbers.
- WEIGHTED CALL VALUE WCV
- The average handling time of a call transaction. ACD vendors count this differently. Typically, it's a combination of the talk time and the after-call work or wrap-up time.
- WET T-1
- A T-1 line with a telephone company-powered interface.
- WHISPER PROMPT
- The verbal announcement, silent to the caller, that tells the agent what type of call is arriving. Less sophisticated than a "screen pop" that delivers a computer screen of information to the agent, a whisper queue, or whisper prompt, can be accomplished by the telephone system (usually an ACD) alone. A screen pop requires integration between the telephone system and the computer system.
- WHISPER QUEUE
-
See WHISPER PROMPT.
- WHISPER TECHNOLOGY
- A call comes into a call center. The voice response unit prompts the caller...
Copyright Keith Dawson and Madeline Bodin 2002 under license agreement with Books24x7
