Professional Answering Services Terminology

Agent - general reference to answering service employees
 
ANI (Automatic Number Identification) - a service that identifies the telephone number of the calling party, while the phone is ringing
 
ASP (Application Service Provider) - company that provides software available via the Internet, responsible for maintenance, upgrades and backups
 
Call Center - a location to which calls can be directed, answered and processed

Call Forwarding - a service that permits the redirection of phone calls automatically from one number to another number
 
Client - the customer of a telephone answering service

CSR (Customer Service Representative) - the employee of an answering service providing phone support to customers
 
Digital Switch - the actual device responsible for directing or routing calls  

Flat Rate Service - an unlimited number of local and/or long distance calls included in the monthly service fee
 
Headset - device allowing one to talk on the phone while keeping both hands available for typing
 
Inbound Calls - reference to calls where customers or prospects call a company for assistance
 
Measured Rate Service - a service where each local call is counted and billed to the calling party
 
Operator - a general reference to someone employed by an answering service company to handle phone calls and messages
 
Queue - a number of calls on hold, or ringing, and waiting to be answered
 
Voice Mail - a device that informs the callers, records messages, and allows the messages to be retrieved