Your Outsourcing Call Center Directory
© 2007-2008 Peter DeHaan Publishing Inc
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This glossary of call center terminology was written, complied, and edited by Peter DeHaan. If you have a word you would like defined and see added, send an email to Peter@PeterDeHaan.com
ACD (Automatic Call Distributor): An ACD is commonly used to route and deliver incoming calls in call centers to agents. Compare to a PBX and switch.
Agent: A generic name for call center employees, encompassing both CSRs (Customer Service Representative for inbound calls) and TSRs (Telephone Sales Representative for outbound work).
ANI (Automatic Number Identification): A telephone company service that provides the telephone number of the calling party (and sometimes their name) electronically to the called party while the phone is ringing. It is a more sophisticated version of caller ID.
Area Code Overlay: When a new area code is assigned to the same geographic region as the existing area code(s), which is in jeopardy of depletion. With an overlay, no one needs to change area codes. However, if it is not already implemented, ten-digit dialing becomes required for all calls, even local numbers. All new number assignments are in the new area code. As such, ordering a second line could result in a number with a different area code. Overlays are not popular with most consumers, as they do not want to dial ten digits on every call, nor remember different area codes for friends and neighbors. Contrast to an area code split.
Area Code Split: When the geographic region of the area code is divided in two. One part will keep the same area code, while the other section must switch to a new area code, but they will retain their seven-digit number. There is a transition period for this, called permissive dialing, in which either the old or new area code can be dialed for the affected section. After a time, mandatory dialing goes into effect, when any call to the new region using the old area code will not go through. These numbers eventually become available for reuse. Splits are not popular with most businesses because it requires printing new stationary and other changes, as well as reprogramming phone systems. To avoid repeating this process in a few years, sometimes a three-way split is made at the same time. Contrast to an area code overlay.
ASP: An acronym for Application Service Provider, it refers to a company that makes software available via the Internet. The ASP handles maintenance, upgrades, and backups. End users pay a fee to use the software.
B Channel: In ISDN service, the B channel is also called the bearer channel and is used for voice transmission. In BRI-ISDN, there are two B channels, whereas in PRI-ISDN, there are 23 B channels; all B channels use 64 kbps of bandwidth.
BA: See Business Associate.
BRI-ISDN (Basic-Rate Interface ISDN): The simple version of ISDN that allows for two main channels for voice, fax, or data and one data channel (primarily for control purposes). See ISDN; compare to PRI-ISDN.
Business Associate (BA): Under HIPAA, a person or organization that performs a function or activity on behalf of a covered entity (CE). Medical telephone answering services are generally classified as a BA and not a CE.
Call Back: A website feature that allows a user to submit a request for an agent to call them. Compare to the “talk-to-me” feature, which uses VoIP to establish a phone connection over the Internet.
Call Center: Any centralized location to which calls can be directed, answered, and processed. However, in common usage it also encompasses operations that may be decentralized and that process more than calls. Contact center is a broader term that is often substituted for call center
Call Forward – Busy Line: A variation of call forwarding where a call will be forwarded only when the line is busy. This is a great way to get overflow calls to the call center. It is often used in conjunction with call forward – don’t answer.
Call Forward – Don’t Answer: A variation of call forwarding where a call will be forwarded only when the line is not answered after a certain number of rings. Actually, this is done by timing – six seconds equals one ring. Therefore if it is ordered for three rings, it will forward after 18 seconds, regardless of where it is in the ring cycle. There are two limitations. First, in most cases, the “ring count” cannot be easily changed, as it often requires placing an order with the phone company. Second, once the line forwards (that is, the ring count has been reached) the client can no longer answer it in their office. Call forward – don’t answer can be over-ridden by regular call-forwarding and is often used in conjunction with call forward – busy line or as a back-up to regular call-forwarding in case the client forgets to activate it.
Call Forwarding: A service provided by the telephone company that allows calls to one number to be automatically re-directed to another number. Calls can be forwarded to either a local or long distance number. In either case, the line with the call forwarding is charged for the cost of re-routing the calls (if any) to the other number. When a phone is call-forwarded, it usually rings at the main location to indicate that it is being forwarded, but it cannot be answered. When call forwarding has been activated, calls can still be placed from that phone.
CAP (Competitve Access Provider): See CLEC (Competitve Local Exchange Carrier).
CE: See Covered Entity.
Central Office (CO): A telephone company facility where customers' lines are connected to switching equipment so that they can call other numbers, both locally and long distance.
CLEC (Competitive Local Exchanged Carrier): A relatively new telephone company, competing with the entrenched local telephone company (called ILECs) who used to be a protected monopoly. CLECs are believed to meet customer needs and drive innovation much better than the traditional telephone company. CLECs serve to push down prices for local telephone service. They are also called CAPs (Competitive Access Providers); compare to LEC and ILEC.
Client: A customer of an outsource call center or telephone answering service.
Conference: A procedure where three or more people are connected together on a telephone call and can talk simultaneously to one another. Compare to patching.
Contact Center: A newer name for a call center, reflecting that other forms of contact (e-mail, fax, text chat, Internet call back, VoIP, and even regular mail) are handled in addition to phone calls.
Covered Entity (CE): Under HIPAA, in simplistic terms, an entity who transmits health information. The exception would be a Business Associate, who performs such a function on behalf of a Covered Entity.
CSR (Customer Service Representative): An employee of a call center tasked with providing phone support to customers who call for assistance. See agent and contrast to TSR.
CSU/DSU (Channel Services Unit/Digital Services Unit): A device that is the demark point and interface used between equipment and a digital circuit, typically a T-1 or ISDN circuit. It offers protection and serves as a diagnostic point.
CTI (Computer-Telephony Integration): Integrating a computer system with a telephone switch to allow relevant computer database information about the caller or account to be presented to the CSR simultaneously with the call. The telemessaging industry enjoyed basic CTI functions with its first computerized systems in the mid 1980s, years before it was introduced to the general business market. Now, more sophisticated second-generation CTI platforms are common, representing the leading edge of technology.
D Channel: In ISDN service, the D channel is also called the delta channel and is used for control and signaling functions. In BRI-ISDN, the D-channel is 16 kHz of bandwidth; in PRI-ISDN, the D-channel is 64 KHz of bandwidth.
Decision Tree Software: A computer software program that presents a series of predetermined questions, each based on the answer of the previous question, allowing the user, or agent, to reach a correct decision even though they do not personally have the expertise required to make such a decision. See help desk.
Dedicated 800 Service: The opposite of switched 800 service whereby the 800 numbers are permanently connected to the customer’s switch, usually via T-1.
DID (Direct-Inward-Dial): A special telephone service in which there is no direct relationship between one line and a specific telephone number, but where many different numbers can be served by the same trunk or group of trunks. To specify which number was called, identifying digits are dialed on the trunk and decoded by the equipment. By definition, calls can only be received with this type of service, however, many phone companies have enhanced DID service so that calls can be made on DID trunks as well. This allows for greater efficiency (since they can be used for two purposes) and also a higher quality patch (since it is switched and handled by the phone company’s central office). This is called two-way DID, but it is not available from all phone companies or from all central offices.
DID Numbers: A group of usually consecutive numbers, often in multiples of 20 or 100 that are used for DID service. The numbers have no unique physical line and calls cannot be placed on a DID number.
DID Trunks: The physical lines that DID calls are received on. Many DID numbers can be handled on a few DID trunks. Although phone companies and telephony engineers often recommend ratios as low as one trunk for each six numbers, the common reality for the telemessaging industry is a much higher ratio, such as 1:25.
Digital: The representation of information in a two state format, either “on” or “off,” 1 or 0. Computer programs, information, and instructions all exist in digital form. Speech, although an analog waveform, is often converted into a digital format for transmission or storage (such as in a voice mail system). The electrical transmission and switching of speech in digital form provides greater overall quality and less noise than doing so in analog form. Most modern switches are digital switches and represent improved quality over older analog switches.
Digital Switch: The device that directs or routes calls. As the name implies, all phone calls are processed as digital signals. A digital switch is more advanced and produces higher quality connections that are less prone to noise. Virtually all switches currently on the market today are digital switches.
DSL (Digital Subscriber Line): A transmission protocol that allows data to be sent over standard copper wires at high speeds. There are several different types of DSL service, such as ADSL and VDSL, each providing different transmission speeds. DSL is often used for Internet access.
DTMF (Dual-Tone, Multi-Frequency): Also known by the AT&T registered trademark of Touch-toneâ. It is a method of placing a call whereby a unique pair of tones are used to represent each digit of the phone number.
E-1: A European counterpart to T-1, it is a designation for a high speed, four-wire data circuit that can accommodate up to 32 separate audio channels.
Email: A text form of communication, analogous to voice mail. Anything that can be stored on a computer can be sent from one e-mail address to another. E-mail that has access to the Internet can send a message to any other Internet e-mail address anywhere in the world. Generally, e-mail messages are short, informal typed messages. However, they can also be long or formal and can contain attached files and pictures.
Generator: A device to produce electricity to run equipment in the event that commercial power is lost. Generators are powered by gasoline, propane, or natural gas and produce the AC power required to run electrical equipment. Generators are sometimes used in conjunction with or as an adjunct to UPS (Uninterruptible Power Supplies).
Headset: A hands-free device allowing one to talk on the phone and yet keep both hands available for typing. Headsets are highly recommended for call center agents.
Headset Box: A network interface box into which a headset amplifier is plugged. A headset box is connected to the phone system (be it a PBX, ACD, or switch). Some equipment allows a headset to be directly connected without the need for a headset box.
Help Desk: A segment of the call center industry, whereby entry-level staff can use decision tree software to answer questions and provide basic support functions for technical applications.
HIPAA: An acronym for the Health Insurance Portability and Accountability Act of 1996, which among other things addresses the privacy of health information and has wide-ranging ramifications to the medical community in general and medical call centers specifically.
ILEC (Incumbent Local Exchange Carrier): One of the original local phone companies that resulted when the Bell System was broken up in 1984. See LEC; compare to CLEC.
IM: See Instant Messaging.
Inbound Telemarketing: One of two aspects of telemarketing where customers or prospects call a company for assistance when they want or need it as opposed to outbound telemarketing where the company calls customers or prospects.
Instant Messaging (IM): Commercial versions of text chat that allows Internet users to type messages to one another. There are several competing instant messaging services, which have varying degrees of compatibility with each other.
InterLATA: Literally, between LATAs. InterLATA traffic is generally the domain of the long distance carriers (IXCs).
Internet Telephony: See VoIP (Voice Over Internet Protocol).
IntraLATA: Literally, inside the LATA. IntraLATA traffic is generally the domain of the local telephone companies (known as generally as LECs or specifically as ILECs and CLECs). See LATA and contrast to InterLATA.
IP Telephony (Internet Protocol Telephony): See VoIP (Voice Over Internet Protocol).
ISDN (Integrated Services Digital Network): An international standard for all digital telephony communication. There are two types of ISDN: BRI-ISDN and PRI-ISDN.
IVR (Interactive Voice Response): A computerized system that allows callers to interact with and receive information from a database using touch-tone signals. The information is provided audibly using text-to-speech conversion. Some IVR systems will also recognize basic speech instead of requiring callers to press keys on their telephone.
IXC (Inter eXchange Carrier): A telephone company that does not provide local telephone service, but which does provide long distance service.
LATA (Local Access and Transport Area): In most cases the LATA was essentially the area code. However, with area code splits and overlays this simplification is losing clarity. A LATA is the geographic area in which the local phone companies can generally handle calls without assistance from long distance companies (IXCs). A LATA serves as a legal limitation as opposed to a technical constraint.
LEC (Local Exchange Carrier): The local phone company. LECs used to be a protected monopoly (and some still are). See CLEC (Competitve Local Exchange Carrier) and ILEC (Incumbent Local Exchange Carrier) for two types of LECs.
Live: A somewhat inane term to indicate that a call will be processed by a real person as opposed to automation from an IVR platform, voice mail system, or an answering machine. Although call automation is preferred in some circumstances, most consumers prefer to interact with a person, presuming that that person is trained and empowered to assist them.
ODBC: An acronym for Open Database Connectivity and is a database standard. Any database that is ODBC compliant can connect to any other database that is ODBC compliant.
Operator: A generic, but obsolete, term for someone employed by a telemessaging company to answer calls, take messages, and distribute those messages. Often a more descriptive and positive term is used to avoid old-fashioned stereotypes. The label of Customer Service Representative (CSR) or agent is preferred. Terms such as telephone secretary or tele-receptionist are used by some companies. In other contexts, an operator can refer to a telephone company employee.
Outbound Telemarketing: One of two aspects of telemarketing whereby a company proactively calls consumers or businesses in order to make sales. Contrast to inbound telemarketing.
Outsource Call Center: A call center that provides various call answering and call processing services to third parties for a fee. Sometimes called Teleservice Companies or a Service Bureau. This term is sometimes also used to encompass telephone answering services or telemessaging services. See Outsourcer.
Outsourcer: A call center that processes calls for other companies.
Outsourcing: The concept of taking internal company functions and paying an outside firm to handle them. Outsourcing is done to save money, improve quality, or free company resources for other activities. Outsourcing was first done in the data-processing industry and has spread to areas, including telemessaging and call centers. Outsourcing is the wave of the future.
PBX: A phone system that has many of the same capabilities as a phone company’s central office. A PBX is sometimes referred to as a switch. Most larger businesses have a PBX. Contrast to an ACD found in most call centers.
PIC (Primary InterLATA Carrier): A designation for a main, or default, long distance company. Although it is an oxymoron, some areas allow an IntraLATA PIC to select a long distance carrier for calls made within the LATA.
POTS (Plain Old Telephone Service): Traditional phone service that is found in most homes and businesses. POTS is in contrast to advanced services such as ISDN and DSL, which are digital and provide greater bandwidth.
PRI-ISDN (Primary-Rate Interface ISDN): A high capacity version of ISDN that allows for twenty-three main channels (for voice, fax, or data) and one data channel (primarily for control purposes).
Printed Circuit Card: A card containing the electronic circuitry required to perform a specific function. Printed circuit cards are used throughout computers and switches.
PSTN (Public Switched Telephone Network): The traditional international telephone system in which phone calls are switched or routed from origin to destination. This is in contrast to private networks and dedicated point-to-point services.
Queue: A stack of calls on hold, or ringing, and waiting to be answered. Most call centers make use of a queue for increased agent efficiency and productivity.
Rep (Representative): Another name for agent; see CSR and TSR.
RJ-11 (Registered Jack 11): A standard modular jack used for to connect a single phone line. In alternate variations, it can also handle two or three lines.
RJ-45 (Registered Jack 45): A standard modular jack used for many computer network connections. It can accommodate eight wires, although all eight may not be used or needed in certain network configurations.
Screen Pop: In CTI (Computer-Telephony Integration) applications, causing a computer to display information about the call at the same time as the CSR answers the call.
Snail Mail: A derogatory term for traditional mail service that was spawned by the Internet age. Given the speed at which e-mail messages can be sent and received, regular mail moves at a snail’s pace in comparison.
SS7 (Signaling System 7): A sophisticated telecommunications protocol that provides out-of-band signaling and a data interface between phone company switches for the express purpose of reducing congestion in the PSTN (Public Switched Telephone Network). For example, without SS7, a long distance call is routed through the network to the called party to make their phone ring or before a busy signal can be returned, thereby tying up circuits along the entire path. With SS7, once the call is dialed, the data interface sends a message to the end switch to ring the phone or to check if the called party is busy before the call is routed. If the call is answered, it is then immediately routed though the network, thereby not using the circuits while the phone is ringing or in busy and no-answer situations.
Surge Suppressor: An electronic device that limits the damaging effect of surges on electronic equipment from commercial power plants, generators, and electrical storms. All important or expensive equipment should be plugged into a surge suppressor.
Switch: A generic name referring to any device that can connect lines or trunks and route calls from port to another. It can be analog or digital. Digital is more advanced and produces higher quality connections that are less prone to noise. See ACD and PBX.
Switched 800 Service: In the past all 800 numbers required expensive dedicated lines. With switched 800 service, the long distance company routes 800 calls to existing local telephone lines. This is efficient and cost-effective for low volume applications. Also, since 800 numbers cannot have call forwarding on them, the switched 800 service can effectively be rerouted by forwarding the local lines they ring in on. Contrast to Dedicated 800 Service.
T-1: In common usage T-1 is a designation for a high speed, four-wire data circuit that can accommodate up to 24 separate audio channels. Technically, T-1 is the medium and DS-1 (not to be confused with DSL) is the format, though in many instances the terms are used interchangeably. A T-1 circuit is also a common high-speed Internet connection.
T-3: In common usage, a designation for a very high speed, four-wire data circuit that can accommodate up to 28 T-1 circuits, which is 672 separate audio channels. Technically T-3 is the medium and DS-3 is the format, though in many instances the terms are used interchangeably. A T-3 circuit is also used in connecting to the Internet backbone and even for some Internet backbones.
Telco: Short for Telephone Company.
Telecommunications: Communications that take place using the telephone or telephone network.
Telemarketing: Sales and service conducted using the telephone. It is classified as inbound or outbound. See inbound telemarketing and outbound telemarketing.
Telemessaging: The act of answering a call, taking a message, processing that information, and relaying it to the client.
Telephone Answering Service: A business that handles calls for clients at a central location, whereby a client's phone is answered, a message is taken or information provided to the caller, and the results are documented and provided to the client. Many telephone answering services also provide voice mail service and enhanced services, such as order taking.
Telephony: A term used to refer to telephone lines, trunks, circuits, related equipment, and the information (voice, fax, and data) that is transmitted over them.
Telephony Switch: See switch.
Teleservice Company: See Outsource Call Center
Text Chat: An Internet service that allows two (or more) users to type messages and immediately send to each other. Text chat is a real-time communication; compare to e-mail, which is not. Instant Messaging (IM) is a subset of text chat.
Touch Tone: A dialing method that uses tones as opposed to dial-pulses. Today most phone lines are designed for touch-tone dialing (which is faster and more reliable). Many touch-tone lines will also accept dial pulse signaling, but this is not always the case. Touch-tone is a trademark of AT&T; the generic name is DTMF.
TSR (Telephone Sales Representative): A term commonly used in the telemarketing and call center industries for employees who proactively place calls to customers or prospects to obtain data, share information, or sell products and services. See agent and contrast to CSR. Some define TSR to stand for Telephone Service Representative, though CSR is a more universally accepted term for that context.
Unified Messaging: A system that allows voice mail, e-mail, and faxes to be received, stored, and retrieved from a common system using various interfaces, including a phone, fax machine, or computer.
UPS (Uninterruptible Power Supply): A device that supplies continuous power to computers and switches by converting energy stored in batteries to 120 Volts AC. Commercial power is used to charge the batteries. In the event that commercial power is lost, a UPS will provide power until the batteries run down, commercial power is restored, or a generator is turned on. In many installations, a UPS is used for short-term outages and gives time for the generator to be started and stabilized to power equipment during prolonged power outages.
Voice Logging: Recording phone calls in a call center. Voice logging systems can be hardware based or software only. Most systems record only agent phone calls, whereas others record all audio continuously. Some systems can be linked to call records and even screen displays to provide a complete picture of the phone call. Voice logging is useful for call verification, agent training, and customer service resolution. In some industries voice logging is required. Also, laws regarding the legality of voice logging vary from state to state and country to country.
Voice Mail: A device that plays announcements to callers, records messages, and allows the messages to be retrieved. There are hundreds of different voice mail systems, each with slightly different features and user interfaces. Many newer voice mail systems provide aspects of unified messaging, which allow voice mail, e-mail, and faxes to be handled on a single platform.
VoIP (Voice Over IP or Voice Over Internet Protocol): Using the Internet to send voice signals or phone calls. Also referred to as Internet Telephony or IP Telephony.
24 x 7: A notation to indicate continuous operations, twenty-four hours a day, seven days a week. Most teleservice companies and outsourcing call centers operate 24 x 7.
66 Block: A passive device that provides a connection point for telephone lines and trunks. Often it is divided in the middle and both sides are connected with bridge clips. The bridge clips serve as the point of demarcation ("demark") between the telephone company and the customer’s equipment.