Telemarketing Terminology

Average talk time: The typical amount of time an agent spends on the phone with a potential customer.
 
Cold calling: Telemarketing technique that involves calling consumers who have not inquired about a service or requested the call.
 
Database: A structured collection of names and contact information for a certain demographic. A call center may purchase a database of prospective customers from company’s that sell such entities.
 
Direct marketing: Advertising or marketing approach that requires a direct response from the person receiving it (ex. using a coupon that has been mailed to a consumer).
 
Lead generation: The gathering of information on potential customers that will be contacted through telemarketing calls.
 
Outbound call: Call made from a call center to a prospective customer.
 
Outbound call center: Location specifically designated for the use of making telemarketing calls to the consumer market.
 
Telemarketing: Marketing goods or services through direct telephone contact with the consumer market.