This dictionary covers the broad range of call centre terminology. It explains relevant terms simply enough for newcomers to grasp, but with enough depth to give insight to seasoned professionals. A call centre is traditionally defined as a physical location where calls are placed, or received, in high volume for the purpose of sales, marketing, customer service, telemarketing, technical support or other specialized business activity. It includes huge telemarketing centres, fundraising and collections organizations, help desks and service bureaus, which use their large capacity to serve lots of companies. The language of the call centre comes from many fields such as telecommunications, engineering and computer programming. Customer service and quality assurance terms loom large. “The Call Centre Dictionary” provides over 1200 comprehensive and easy-to-understand entries. It not only tells what a particular technology is, but also how it can help improve relationships with customers. (Or it warns about bad techniques that can alienate customers.)
There are diagrams to explain topics such as ergonomics (showing proper workstation configuration), and there are helpful extras on some topics, such as a staffing worksheet and a checklist for buying predictive diallers.

Author Biography

Keith Dawson and Madeline Bodin are leading writers and experts on call centres. They have written several books. Keith is currently senior editor of COMMWEB, a one-stop web portal that guides business and service-provider organisations in evaluating, purchasing and implementing advanced communications systems and networks. Madeline is currently running Editorial Services, a company she founded.

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