Chp 9 Customer Service via Technology – Flashcards
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Automated Attendants
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Provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.
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Automatic call distribution (ACD) system
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Telecommunications system used by many companies in their call centers and customer care facilities to capture incoming calls and route them to available service providers.
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Automatic number identification (ANI) system
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A form of caller identification system similar to home telephone caller ID systems. Allows incoming customers to be identified on a computer screen with background information so that they can be routed to an appropriate service representative for assistance.
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Blind Transfer
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The practice of transferring an incoming caller to another telephone number and hanging up once someone answers without announcing who is calling.
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Computer telephony integration (CTI)
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A system that integrates a representative's computer and phone to facilitate the automatic retrieval of customer records and other information needed to satisfy a customer's needs and requests.
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Electronic mail (e-mail)
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System used to transmit messages around the Internet.
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Emoticons (emotional icons)
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Humorous characters that send visual messages such as smiling or frowning. They are created with various strokes of the computer keyboard characters and symbols.
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Facsimile (fax) machine
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Equipment that converts printed words and graphics into electronic signals and allows them to be transmitted across telephone lines then reassembled into a facsimile of the words and graphics on the receiving end.
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Fax on demand
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Technology that allows information, such as a form, stored in a computer to be requested electronically via a telephone and transmitted to a customer.
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Fee-based 900 number
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A premium telephone number provided by organizations and individuals that, when called, can provide information and services that are billed back to the caller's local telephone bill.
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Help desk
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Term used to describe a service provider trained and assigned to assist customers with questions, problems, or suggestions.
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Interactive voice response (IVR) system
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Technology that allows customers to call an organization 24 hours a day, 7 days a week to get information from recorded messages or a computer by keying a series of numbers on the telephone keypad in response to questions or prompts.
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Internet callback
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Technology that allows someone browsing the Internet to key a prompt on a website and have a service representative call a phone number provided.
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Internet telephony
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Technology that allows people to talk to one another via the Internet as if they were on a regular telephone.
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iPod
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A brand of portable media player that has been manufactured and marketed by Apple® computer since 2001. It can play digital audio files and videos and can also function as an external data storage unit.
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media blending
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Technology that allows a service provider to communicate with a customer via telephone while at the same time displaying information to the customer over the computer
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offshoring
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Refers to the relocation of business services from one country to another (e.g. services, production, and manufacturing).
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online information fulfillment system
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Technology that allows a customer to access an organization's website and click on desired information without having to interact with a service provider.
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outsourcing
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Refers to the practice of contracting with third-party companies or vendors outside the organization (usually in another country) to deliver products and services to customers or produce products.
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Predictive dialing system
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Technology that automatically places outgoing calls and delivers incoming calls to the next available service representative in a call center.
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Screen pop-ups
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Small screen images that are programmed to appear on someone's computer monitor when a website is accessed.
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Spamming or spam
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An abusive use of various electronic messaging systems and technology to send unsolicited and indiscriminant bulk messages to people (also used with instant messaging, Web search engines, blogs, and other formats).
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Telecommuting
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A trend seen in many congested metropolitan areas and government offices. To reduce traffic, pollution, and save resources (e.g., rent, telephone, and technology systems) many organizations allow employees to set up home offices and from there electronically communicate and forward information to their corporate offices.
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Telephone Typewriter systems (TTY)
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A typewriter-type device used by people with hearing disabilities for typing messages back and forth via telephone lines. [Also known as Telecommunications Device for the Deaf (TDD). ]
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Voice Response Unit (VRU)
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System that allows customers to call 24 hours a day, 7 days a week by keying a series of numbers on the telephone keypad in order to get information or answers to questions.
