Frequently Asked Questions Glossary
Terms starting with A
Auto dialer in a call center
What is an auto dialer in a call center?
Average handle time (AHT)
What is average handle time (AHT)?
Average speed of answer (ASA)
What is average speed of answer (ASA)?
Abandon Rate
What is abandon rate in a call center?
Terms starting with C
Call center software
What is call center software?
Cloud contact center
What is a cloud contact center?
Caller ID reputation management
What is caller ID reputation management?
Causes of spam-flagged caller IDs
What causes caller IDs to be flagged as spam?
Call volume
What is call volume in a call center?
Call Screening
What is call screening and how does it affect outbound calls?
Cost per acquisition (CPA)
What is cost per acquisition (CPA) in an outbound call center?
Terms starting with D
DNC list differences
What is the difference between national, state, and internal DNC lists?
Terms starting with I
Inbound vs. outbound call centers
What is the difference between inbound and outbound call centers?
Interactive voice response (IVR)
What is interactive voice response (IVR)?
Intelligent Number Management
What is intelligent number management in outbound calling?
Terms starting with O
Outbound call center software
What is outbound call center software?
Outbound call
What is an outbound call in a call center?
Terms starting with P
Predictive dialing
What is predictive dialing?
Progressive dialer
What is a progressive dialer?
Preview dialer
What is a preview dialer?
Terms starting with R
Robotic process automation (RPA)
What is robotic process automation (RPA) in a call center?
Terms starting with S
Spam-labeled caller IDs
How can I fix spam-labeled caller IDs?
Terms starting with V
Virtual queue
What is a virtual queue?