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live contact overload

In a call center, an excessive number of people calling from the "click-and-connect" button on the company's website. Software can counteract this problem by filtering access to call center agents and only letting customers through whose browsing habits fit a certain profile. See call center.



call center

A department within a company or a third-party organization that handles telephone sales and/or service. Inbound call centers, which take calls from the outside, use automatic call distributors (ACDs) to route calls to the appropriate agent.

Outbound call centers use "predictive dialers," which make calls from a list, but ensure that a person has answered before switching the call to the next available agent (see predictive dialer). See ACD, cyberagent, CSR, zip tone, Web callback, cherrypicking, virtual call center, blended call center, Web-enabled call center, live contact overload, call center in a box, agent turnover and call center overflow.



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