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The Successful
Office Answering Service Glossary of Terms
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answering
service glossary
ACD (Automatic
Call Distribution)
Automatic Call
Distribution is just that - automatic. We have
parameters programmed that make calls to specific
answering service reps, live web chat reps or call
center teams as a whole. This process is done
without direct input except at the time of programming.
Answering Service
&
Call Center Quality
Quality vs. Quantity
There is a battle in Call
Centers. The teams are Quality vs. Quantity; two
performance factors that don’t seem to get along.
Are You Satisfying Your
Customers?
The
latest report from the American Customer
Satisfaction Index (Michigan School of Business)
reports the following:
Customer dissatisfaction with
the quality goods and services offered in the
marketplace is more than a nuisance.
Answering
Service and Call Center books
If you need to get a grasp on
the latest concepts in answering service and call
center operations, check out our call center books
pages
1
2
3
4
5
6
7
8
9 or
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Call
Center
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