February 7, 2014

Answering Service Terminology

There are many benefits to utilizing an answering service. With these in mind, you jumped on the bandwagon to start simplifying the way your business is handled. What you didn’t expect, however, was the terminology showing up on reports and statements. Once you get these figured out, you will know exactly how to read reports to see how your business is improving.

Call Logging

Call logging is one of the best methods to find out customer satisfaction rates. Each call is logged, or recorded, so that conversations can be assessed. Details of the conversation, emotions of the customer, and issues can be found this way.

Collaborative Browsing

If your customers use an instant messaging system to contact the call center, collaborative browsing can be extremely useful. It allows the agent to utilize the customer’s browser to show him specifically what to do.

Issue Tracking System

If you are using the call center to help with product issues, the Issue Tracking System will track these for you. It can pick up keywords and phrases to detect the issues occurring, and log these in reports. The data can then be analyzed and continues to track the problems until resolution occurs.


LDQ or Longest Delay in Queue is the term notated for the longest time a customer is put on hold. The time ends when the customer reaches an agent or hangs up, unable to wait longer.

Web Self-Serve

Web Self-Serve is the technology allowing your employees and customers the ability to do certain routines without needing an agent. It may be viewing their data, registering a product, or another similar issue that does not require assistance.

If you have any questions regarding the terminology on your statement or bill, make sure you check with your answering service. They will be happy to explain any terms to you. Your satisfaction with their services is their ultimate goal, so you need to know the progress made.