Answering Services - Buyers Guide

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.

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We needed to outsource some pre-sales work to a telemarketing company and I dreaded the search process. I knew it could take days to find companies, and then repeat my basic needs to each and every one. Filling out your form and having them come to me was a huge time saver. I hired a company in a week and so far we've been very pleased with the results.

Stephen, Buyer
New York, USA