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Answering Service
 Defined

Answering Service & Call Center Terms

There are many terms and phrases in the answering service and call center industry that only insiders know and understand. It is like this in every industry on the planet. As long as a sector or type of company exists, their own vocabulary catering to the specifics of that industry will develop quickly, rather than over a long time period.

Abandoned Calls

A call is typically picked up by the third ring here at our answering service and call center.  If a call ever goes beyond a third ring, then we are doing our jobs to the best of our abilities. After the third ring, our call center then starts to sound like the typical answering service out there. Therefore we make it a point to never let a call become abandoned.

Our abandoned call rate is far better than the industry average. If a call does go beyond a third ring here, typically the call center rep will bounce the call so another team member cab handle the call.

Defined (answers.com)

a·ban·don

1. To withdraw one's support or help from, especially in spite of duty, allegiance, or responsibility; desert: abandon a friend in trouble.
2. To give up by leaving or ceasing to operate or inhabit, especially as a result of danger or other impending threat: abandoned the ship.
3. To surrender one's claim to, right to, or interest in; give up entirely.
4. To cease trying to continue; desist from: abandoned the search for the missing hiker.
5. To yield (oneself) completely, as to emotion.

We will always strive to not let a call bounce or be abandoned for any reason. Another team member will be quick to take up the slack.

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