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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.
Busy Out
When a call center or
answering service customer service rep busies out',
this term refers to the rep's station going busy and
resulting in no further calls going to that station.
Rather they will ( the incoming calls) go to other
team members. The typical team size here at The
Successful Office Group is around 5 employees.
Always we make sure there are enough reps answering
calls on your account, but there are times when a
rep needs to handle other matters. For instance,
they may need to complete a sale for a client, or
perhaps they might need to do a follow up call.
Whatever the rep needs to do, if they 'busy out'
they will be able to do whatever task the client
needs done, while the other answering service reps
will handle that teams calls.
Definition
bus·y
(Answers.com
Definition)
- Engaged in activity, as
work; occupied.
- Sustaining much activity:
a busy morning; a busy street.
- Meddlesome; prying.
- Being in use, as a
telephone line.
- Cluttered with detail to
the point of being distracting: a busy design.
Therefore when someone is
busy, they are handling other matters. It is said
when they going to turn back on so more calls come
to his station, he/she will busy in.
People outside of our
industry would laugh at the terminology, but you can
hear our reps saying these terms in our call center
daily.
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