Contact An Answering Service / Call Center Representative
For
more information on our answering service / call center
including pricing and plan details, please fill out the contact form below and
a representative will fax / e-mail you the requested information.
Inbound call center service, outbound call center services,
customer service, class registration, seminar registration, and answering services...just
a few of the services we are able to provide for your company. We bring great
people and cutting edge technology together to provide the best in call center
services for your company. We are available whenever you need us and can help
you make the most of your business. If you need services ranging from answering
services, inbound call center services, or total telemarketing call center support,
we will be here.
If you are not
familiar with answering service or call center industry, please review the
following definitions of industry terms so you can become a more educated
consumer.
Call Accounting Buffer: A hardware data collection device that receives
data broadcast by the telephone system and stores that data until the ACD
Report Buffer program asks for it. The device is slightly larger than the
standard external modem, and connects to the telephone system via standard
data cabling.
Call distribution: Call center software feature that routes an inbound call
to the most appropriate company representative (agent) based on the type
of call.
Call Waiting CCS: CWCCS – The number of calls waiting in queues to be connected at a given moment in time (determined by automated scan).
Capacity Tables (see also Force Algorithm): Mathematically compiled tables which provide the number of agents needed based on a target work time, answer speed or occupancy, and work volume.
CCR: see Customer Control Routing
CCS: see Centi-Call Seconds
CDNs: see Control Directory Numbers
Centi-Call Seconds: A unit used for the measurement of telephone traffic
analysis, equivalent to one hundred seconds of telephone usage.
Commitment Index: A service index which measures how effectively a Business Office met its Final Scheduled Line.
Connection: A two-way communication path between terminations that allows
the transmission of speech (or other information) and supervisory signals.
Control Directory Numbers: A Control DN (CDN) is a special Directory Number
not associated with any physical telephone or equipment. The CDN specifies
a destination ACD queue to which incoming calls are directed. Multiple CDNs
can place calls into the same ACD queue. The parameters of the CDN, not
those of the ACD queue, determine call treatment.
Cost of Delay: What it costs you to queue callers waiting for an agent or
operator; assuming you’re paying for a toll-free service, or, if your cal center bills you for the time that a call is delayed. (If a call centers
“Average Delay of Calls” is long, and you are getting billed for it, you
lose twice, once because you will have a higher abandonment rate, and twice,
because you are being charged for the time they do wait before hanging up.
Cost Per Call: Total costs (fixed and variable) divided by total calls for
a given period of time.
CTI: Computer Telephony Integration - The integration of telephony function with computer applications. It enables a host computer to control a telephone switch, adding intelligence to the making of inbound and outbound telephone calls.
Customer Control Routing (CCR): Customer Controlled Routing enables the
customer to customize the treatment and the routing of incoming calls
Customer Service Switch: Switch that sorts calls into queues according to the type of customer service selected by the caller. Also called Operator Service Switch.
For
more information on our answering service / call center
including pricing and plan details, please fill out the contact form below and
a representative will fax / e-mail you the requested information.
