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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.
Glossary of Answering Service / Call Center Terms
Industry Definitions
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.
Handling time: Time a call center representative
spends talking to a caller plus the time the representative spends processing
the call afterwards.
HDCP: see Hold Direct Call Processing Time
Help desk: Type of call center call that involves
product use and support. Common for computer hardware and software applications.
Hold Direct Call Processing Time (HDCP): The time (in seconds) that each
agent spent with an ACD call placed on Hold. Hold time is measured from
the time the agent puts the ACD call on Hold to the time the agent becomes
active on the call again or the caller abandons the call. When Hold time
appears, the DCP time does not include the HDCP time; the DCP time is the
time that the agents are active on the call, excluding holding time of ACD
calls. HDCP only appears in the data from the telephone system is the data
output is set for Totals (rather than the usual Averages).
High Priority Trunks (HPR): The number of trunks designated as High Priority.
Calls being routed to an ACD queue via a High Priority Trunk are presented
before another queue's Timed Overflow queue (TOFQ) calls.
Historical Data: A record of past call and work volume activity and Average
Work Time (AWT) which is analyzed by Force Managers to develop forecasts
for tour schedules. (See also ABD – Average Business Day.)