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.
Scan: A periodic sample of data (e.g., calls, Call Waiting, Work Volume)
Schedule: A set of agent tours for each day of the week that provides enough
agents to meet the force requirement determined from expected work volume;
usually generated by a computer program from force inputs supplied by a
Force Manager and adjusted manually for necessary refinements.
Scheduling Algorithm: The procedures and rules applied by an automated scheduling
program to establish tour assignments.
Service Level: The percentage of incoming calls that are answered within
a specified time frame: “X”# of calls were answered in “Y”# of seconds."
The lower the seconds the better.
Service Index: Percentage of calls answered within a target time interval
(typically 10 seconds for operator services)
Service Level Agreement: Agreed upon performance levels reached between
the user and the provider of a call
center service. A service level agreement specifies a variety of performance
standards that need to be adhered to by the call center.
Session: A continuous period, including relief breaks, in which an employee
works without taking a meal break. Typically, a continuous or part-time
tour of five or more hours is planned to have two sessions of equal length.
Tours of less than five hours are considered to be one-session tours.
Session Report: Data compiled and organized from the Customer-Service-Switch
scans of an agent team’s call activity over a specific period of time. Typically
includes measurements of Work Volume, Answer Time, and Occupancy; calculations
of agent work time; and forecast estimates based on past data.
Supervisor: A user-defined group of agents, usually collected under a designated
supervisor.
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.
