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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.
Bounced Call
If a call center rep bounces a
call, that means that they did not answer the call
themselves, but rather had it bounce, or go to
another rep on his/her team. The reason to bounce a
call would be to finish up an order, complete a sale
or another rep could have been expecting a call on
that account. Typically we look down on
bouncing calls due to the time factor. If one rep
lets a call go, our policy here at the Successful
Office Group is to then tell there team members via
instant messaging, so that they know what to expect.
Bounce Defined (from The
Free Dictionary)
1. To cause to strike
an object or a surface and rebound:
bounce a ball on the
sidewalk.
2. To present or
propose for comment or approval. Often used with
off: bounced a
few ideas off my boss.
3. Slang
a. To expel by
force.
b. To dismiss from
employment.
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