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.
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.
In-Charge AWT: A service index which measures effectiveness of an In-Charge
supervisor in meeting the target Average Talk Time; comparison of actual
AWT for a session to AWT target for an office.
Inbound call center: Call center services that support calls received from
a customer. Inbound call center calls typically include customer support
and help desk calls.
Incoming Calls (Agent or Queue): A phone
call received by an agent in the ACD queue on their telephone extensions.
Incoming Calls (Trunk): This is the total number of calls that came in on
this trunk route (including non-ACD calls) during the report period. The
total number of calls per ACD queue equals the total number of Incoming
Calls for all trunk routes terminating on the ACD queue. The number of Incoming
Calls equals the numbers of (Calls Abandoned Before Threshold) plus (Calls
Abandoned After Threshold) plus (Calls Answered Before Threshold) plus (Calls
Answered After Threshold). Do not try to relate this number to those of
the ACD reports (Answered Calls, Accepted Calls, and Abandoned Calls). This
number applies to auto-terminating trunks and reflects how the trunk was
first handled (answered or abandoned).
Incoming Non-ACD Calls: This is the number of incoming calls that arrived
on an agent’s DN key(s) (or telephone extensions) during the report period.
Initial Required Line (Initial Schedule Agents): Tours assigned to an office
by the Force Management Center plus tours added by the office for office-specific
activities like training; posted a specified period in advance to allow
for further refinements and adjustments.
Integrated Voice Processor: See IVP.
Interactive Voice Response (IVR): An option
of the Northern telephone system that gives you the ability to route calls
according to the caller's response to your recording. Most IVRs
take the form of a recording that states (for example) 'If you want Sales,
press one. If you want Support, press two'.
Interflows: The number of calls removed from this queue and directed to
another (internal or external) queue by the interflow mechanism. This number
does not include Time Overflow calls. The Interflow (ENI) key allows the
supervisor, during excess traffic periods, to redirect incoming ACD calls
to another pre-designated ACD queue. If a call is Night Forwarded, it is
counted as an Interflow for the source ACD queue in the Queue report.
Intraday Adjustment: A change made by a Force Manager in the Final Scheduled
Line of a Business Office on the day in which the tour is taking place;
usually made in response to unexpected call volumes or unforeseen special
conditions which affect call volume.
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.
