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.
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.
Talk Time: The time an agent spends with a caller during a transaction.
Includes everything from "hello" to "goodbye."
Team: A user-defined group of agents, usually collected under a group specific
label (such as French, Spanish, East, West, etc.).
Tandem: Switch that sorts calls for transmission to Customer
Service Centers or to other switches if agent assistance is not required.
Telephone Service Factor (TSF): The TSF measures how quickly incoming calls
are answered. The customer specifies the time (in seconds) in the programming
of the telephone system. The percentage of incoming calls answered or abandoned
before that time (in seconds) is the TSF. A value of 100 means all calls
were answered or abandoned within the customer-defined time threshold. Calls
Time Overflowed and calls answered by target agents (TOF In Calls) are included
in these calculations because TOF In Calls accumulate a Before Time Threshold
value. However, TOF In Calls do not last in the target queue long enough
to accumulate an After Time Threshold value. Calls Time Overflowed from
a source ACD queue (TOF-Out) are not counted in this field because the TSF
factor does not apply to calls answered by the source agent.
Timed Overflowed In: ACD calls that hit the call's primary ACD target and
then are either assigned to an ACD agent as an Overflow ACD target or are
assigned to an ACD agent in an ACD queue where the group is defined as an
Overflow ACD target. The source and target queues must have the Timed Overflow
option turned on for accurate reports. For example, the source ACD queue
has the option turned off and the target ACD queue has the option turned
on. When an overflowed call is answered by the target queue, that call is
pegged as answered for the target queue but not for the source queue, resulting
in an inaccurate report.
Timed Overflowed Out: ACD calls that hit the call's primary ACD target and
then are either assigned to an ACD agent as an Overflow ACD target or are
assigned to an ACD agent in an ACD queue where the group is defined as an
Overflow ACD target. A call is also counted as Overflowed Out of the ACD
queue when it is assigned (by the Northern telephone system) to an extension
or when the call is routed off-site. Calls answered by voice mail are counted
as Overflowed Out. The source and target queue must have the Timed Overflow
option turned on for accurate reports. For example, the source ACD queue
has the option turned off and the target ACD queue has the option turned
on. When an overflowed call is answered by the target queue, that call is
pegged as answered for the target queue but not for the source queue, resulting
in an inaccurate report.
TOF: see Timed Overflow In or Timed Overflow Out
Toll-Free Service: A telephone
number that enables callers to reach a call center out of their local calling
area without incurring charges. 800, 866, 877, and 888 are toll-free numbers.
In some countries, there are also other variations of toll-free service.
You have your carrier point the toll free number to ring on specified line.
You get a Toll Free Number from your long distance carrier, you pay a per-minute
charge to your long distance carrier when the line is used. (Make sure you
have the long distance carrier that has low rates and small billing increments.)
Tour: The time scheduled for an employee to be on duty on any day. It includes
relief periods and meal breaks. A tour consists of one or more sessions.
Transferred Internal DN Calls (IDN): The Transferred IDN number is the sum
of all the calls the agent Transferred or Conferenced while on an active
Non-ACD call. The number increases when the Transfer or Conference is complete.
Trended Data File: An historical record of call volume by half-hours used
to forecast half-hour volume for tour schedules; file constantly evolves
as data is added every week and weighted to favor most recent information.
Transferred ACD Calls: The Transferred ACD number is the sum of all the
calls the agent Transferred or Conferenced while on an active ACD call.
The number increases when the Transfer or Conference is complete.
Trunk: Trunks are the physical links that enable telephone communication.
A trunk route carries calls from outside to answering positions in your
ACD queue.
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.
