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.
Raw Data: The unprocessed data output from the telephone system. This data
is passed to the Call Accounting Buffer box on an hourly, half-hourly or
hourly on the half-hour basis. The periodic raw data reports are a summation
of the telephone activity of your call center,
and are processed into your historical database by the ACD Parser application.
Recalled to Source: If a call Time Overflows while in the target ACD queue
(because it previously Overflowed or Interflowed by number from a source
queue), it will then be recalled back to the source ACD queue. The call
is then linked to the source ACD queue’s Timed Overflow queue, and the Recall
To Source number is increased.
Received Calls: A call detected and seized by a trunk. Received calls will
either abandon or be answered by an agent.
Recorded Announcement (RAN): An option of the Northern telephone system,
which plays a recorded announcement for callers waiting for an available
agent. An example would be when a caller is waiting and hears 'Your call
is important to us. Please remain on the line, and your call will be answered
by the next available agent'. A call can only get one First RAN treatment
and one peg against the 1ST RAN amount. Each time that a call receives second
RAN treatment, it is pegged against 2ND RAN amount. The 1ST RAN and 2ND
RAN peg counts do not necessarily equal the Accepted Calls peg counts for
an ACD queue. It is possible for a caller to hear RAN both before and after
a transfer. In this case, the Accepted Calls count would tally only one
call while there are two RAN peg count increases.
Routing: The way a call is passed through the Northern telephone system.
The telephone system handles the way a call is sent, and the route the call
takes through the telephone system. Different version of the Northern telephone
system can route a call in different ways, according to the available routing
features.
Routed by IVR: The Route By IVR field is incremented
if the call is queued to receive IVR treatment
and the IVR routing initiates a call modification
to another field. This is the number of IVR controlled calls given a Route
To command (and no additional processing).
Routed by CCR: The number of calls routed by CCR and given a Route To command
by the CCR script (and no additional processing).
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.
