Telephone terminology can be tricky. We’re here to break it down for you. When you’re looking to hire a telephone answering service to manage your incoming communications, understanding its complex terminology can prove to be one of the most confusing aspects. But in order to make the most of your money and ensure that your callers are receiving top-notch care, take note of these common terms so you know exactly what your answering service is talking about.

• Abandonment: When a caller hangs up after no conversation has occurred
• Agent: The person who answers incoming calls and handles client interactions
• Answer Rate: The number of calls an agent answers compared to the number of incoming calls
• Escalation: The order in which calls should be transferred should the caller’s needs exceed agreeable levels for the agent to handle
• Filtering: The feature that allows you to set up a blacklist of numbers that are automatically sent to voicemail
• Handle Time: The amount of time an agent spends with a customer, not only on the call, but also on additional work after the call (such as paperwork and information input)
• Inbound: An incoming call
• Leads: The viable prospects for your specific product or service
• Live Answer: When a live person – rather than a voicemail or automated machine – answers the call
• Outbound: An outgoing call made by an agent to a customer or client
• Patching: When an agent answers an incoming call and then transfers the call to the desired individual
• Virtual Receptionist: An off-site agent who handles your incoming calls for your business or practice

Being able to understand the common terms of the telephone answering industry will help you make educated decisions for the future of your business or practice. Stay in the know. Let your business soar.

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