Terms for Telephone Answering Services
Telephone answering services can be an essential tool to helping a small business grow, or to helping a large company maintain order of inbound calls. Some can even be used as a personal answering service. Before enlisting the aid of an answering service, it is important to understand what it is that these companies do, and what services you can expect. Try reviewing the 5 terms below.
Call Center - The main office that fields incoming and outgoing calls. This office usually staffs a large number of employees that answer, direct and make various calls. The can be hired as an outsourcing agent by various companies, and may have several different telephone numbers at their disposal.
Operator - This individual is the employee that contacts clients on behalf of the call center, connects them to the appropriate department, and may even leave a voicemail on the client's machine if they cannot get into contact with them.
Telemarketing - This is a direct sales and advertising method in which representatives contact consumers by phone, email, or mail.
Private Branch Exchange (PBX) Services - A service that allows private or internal phones to connect to public phone networks through trunk lines. These can also be used through the internet, allowing for virtual communication as well.
Computer Telephony Integration - This technology, also known as CTI, allows computers to operate through telephones. This means the computers can make outbound calls, rather than a receptionist having to, leave voice messages, route calls, and more. Overall, it allows call centers to operate much more efficiently.