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The Successful
Office Answering Service Glossary of Terms
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answering
service glossary
AAA (Triple A)
Term used in our call centers to
describe a situation where a computer... (definition)
Abandoned Call
A call is typically picked
up by the third ring here at our... (definition)
ACD (Automatic
Call Distribution)
Automatic Call
Distribution is just that - automatic. We have... (definition)
ACT
(Any Call Taken)
An ACT signal just
signifies the proper running of the software... (definition)
ACR
(Advanced Call Routing)
Our telecommunications equipment was
designed by some of the best engineers in the
telecom industry... (definition)
ACP (Advanced Call
Priority)
In our call centers we have various software
programs that are... (definition)
ACW
When a representative is finished dealing
with a caller, they must then force a conclusion to
the message...(definition)
Adherence To Scheduling
This term is
practically universal in answering services and call
centers all over the world...
(definition)
Additional
Help Required (AHR)
There are times where
the signal AHR might pop up in the call center... (definition)
Administration
The servers and software of a call center can be a
complex matter. Usually answering services and...
(definition)
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Agent
Our CSR's or customer service representatives are our
agents. They are... (definition)
Agent
Availability
The status of an agent
is decided by our team structure and system... (definition)
Agent Out Call
When a customer service rep or
agent calls a line that is not housed within our
company... (definition)
ALI
(Automatic Location Identification)
This is an emergency feature in
which you can have the name... (definition)
All Trunks
Occupied
This term is used in
the back office for when all trunks, or circuits...
(definition)
AMPS
Advanced Mobile Phone System, the analogue mobile...
(definition)
AMR
Adaptive Multi-Rate codec.
Developed in 1999 for use in GSM... (definition)
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Announcement (AD)
Every day when our answering
service and call center reps boot up their... (definition)
Answered
Call
A call is signaled as answered
once one of our answering service reps... (definition)
Answering Service Swicki
Our answering service industry Swicki give readers
the chance to vote on their favorite websites
within... (definition)
Applications All Go ( AAG)
This signal tells our call
center software people that all is a go. Which means
all systems have checked... (definition)
Architecture (ASA)
Answering Service Architecture is
the design of the call center as well as the... (definition)
Area
Code
An Area code is the prefix numbers that are used to
identify a... (definition)
ARIB
Association of Radio Industries
and Businesses... (definition)
ARIN
(American Registry for Internet Numbers)
Arin is a non-profit
organization based in the United States that... (definition)
ARPU
Average Revenue Per User - is the
code used to tell what the...(definition)
ASCII
American Standard Code for
Information Interchange (definition)
Auto-Attendant
An Auto-Attendant is used for clients who ask
for an extensive... (definition)
Available
Rep (AR)
Our system
automatically allocated calls to available reps... (definition)
Available Team (AT)
From time to time more than one team of answering
service reps is... (definition)
Available
Call Center (ACC)
There are times where
reps from various call centers are combined... (definition)
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AWT (
Average Waiting Time)
The average waiting time
is the time it takes before a call is answered... (definition)
Our call center and answering
service business hub is designed to offer our
clients the image and feel of both a large
corporation, as well as a company with friendly
representatives. Our team structure is most
important for this reason.
Call us now at 800-716-5518
or visit our main page on services at
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Service
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