Glossary

Helpful A-Z glossary listing key terms, acronyms and their definitions.

E

E-commerce

E-commerce or electronic commerce refers to trades or transactions which are carried out electronically, mainly through the internet.

Economies of Scale

Economies of scale refers to the ability of a business to reduce costs, by operating on a larger scale, and increasing production output. It is a cost advantage that results from the inverse relationship between the quantity of production and the fixed cost for per unit.

Efficiency

Refers to the use of resources in the most cost-effective way. Efficiency is one of the three important levels of value in a call center.

Efficiency Metrics

A variety of efficiency metrics are used in call centers to measure the performance and productivity of employees, as well as call center efficiency.

E-Learning

E-learning or electronic learning, refers to the act of acquiring knowledge by the use of electronic means, such as digital devices and the internet.

Email

Email or electronic mail is an asynchronous communication channel between one digital device to another over the internet.

End Of Call Disposition

End Of Call Disposition is a call status labeling process that describes the primary objective and outcome of a call. It is used as a metric to decide the measures required to improve customer experience and boost sales.

Envelope Scheduling

Refers to a purposeful over-scheduling of customer service agents above a predicted or forecasted number of incoming calls that will also enable the call center manager to combine the team and have some of the group work on extraneous work such as outgoing calls or emails.

Equivalent Random Theory (ERT)

A widely used traffic engineering model that is implemented by call centers to manage peak traffic situations efficiently. ERT is usually applied in a traffic situation when the variance-to-mean ratio (VMR) is greater than one.

Erlang

Erlang is unit of telecommunications traffic measurement, that represents the usage of a single voice path continuously. It is used by call centers to measure the total traffic volume per hour or 3600 seconds. The value of Erlang flactuates according to traffic volume changes, in the telecommunication system.