Popular Terms for Hotlines
Hotlines serve a variety of purposes, whether you need help in an emergency, or just want technical support for your computer. Some hotlines allow you to call in and vote for your favorite singer, while others provide legal advice if you’re in trouble. Hotlines can be free 800-numbers, but other times, providers charge by the minute. They may be managed by volunteers or by professionals, such as counselors in the case of anonymous hotlines dedicated to helping individuals overcome substance abuse, domestic violence, or suicidal thoughts. They can provide intervention in times of crisis, so pick up the phone and call. Here are some top terms to keep in mind when thinking of a hotline that can help you.
Point-to-point telecommunications – A connection with just two endpoints, usually used in a true hotline where the destination call is preselected upon picking up the phone. Hotlines today, though, generally encompass any type of call center.
Call center – A central office where volunteers or paid workers gather to answer large volume telephone requests.
Crisis intervention – A 24/7 service that provides immediately available personal response on the phone by an advocate to teens who need help with substance abuse, for example.
Automated hotlines – Hotlines that are not manned by a live person; instead the information they offer is pre-recorded and is meant to give out general information, such as the weather.
Abandoned call – This occurs when a caller hangs up the phone after the automated attendant answers, without the chance for a customer service representative to answer in person to solve the issue. Received calls equal the total number of hotline calls that have come in, while answered calls refer to the number of calls where a CSR spoke to the caller. The difference equals the rate of abandoned calls.