Contact An Answering Service / Call Center Representative
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more information on our answering service / call center
including pricing and plan details, please fill out the contact form below and
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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.
Occupancy: The percentage of agent time spent actually handling calls, compared
to the total time agents are plugged in at the agent position.
Operator Service Switch: Switch that sorts calls into queues according to
the type of customer service selected by the
caller. Also called Customer Service Switch.
Outbound call center: Call center services that consist of calls made by
a company representative out to customers. Outbound
call center calls are primarily telemarketing calls.
Outgoing Non-ACD Calls: The number of outgoing calls from an agent position
using extension (DN), conference, or transfer keys.
Outgoing Calls (Trunk): The total number of calls outgoing on this route.
These are non-ACD calls, but could include outgoing calls made from the
DN keys of the ACD agent positions.
Overflow: The number of calls redirected to another queue with the Automatic
Overflow feature, excluding Timed Overflowed calls.