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.
Make Set Busy (MSB): Engaging the Make Set Busy key on the agent's telephone
logs the agent out of the telephone system. Telephone sets that are logged
out of the telephone system
cannot receive ACD calls.
Manned: An agent is considered Manned if they are logged into the telephone
system and able to take ACD or Non-ACD calls. When Manned, agents can be
in the Available, Not Ready, ACD, or Non-ACD states.
Manned time: The period of time an agent was logged into the ACD queue.
Manned time includes time spent in the Available, ACD, Not Ready, or Non-ACD
states. Manned time is accumulated when an agent logs into the telephone
system and stops when the agent engages the Make Set Busy key (which logs
the agent out of the telephone system).
Manual Adjustment: A change to a computer-generated schedule made by a Force
Manager through adding, removing, or repositioning one or more tours.