Call Center Glossary


Appointment Setting: Appointment Setting is a Business-to-Business service that entails the use of call center agents to call qualified leads to set sales appointments, make appointment reminder calls, and generate new leads. For more information about AnswerNet’s Appointment Setting Services, Click Here!

Business Process Outsourcing (BPO):
Business Process Outsourcing is a subset of outsourcing that involves the contracting of the operations and responsibilities of specific business functions (or processes) to a third-party service provider. In the contemporary context, it is primarily used to refer to the outsourcing of services. For more information about AnswerNet’s BPO services, Click Here!

CRM Transcription Services: CRM Transcription Services allow salespeople to call in and record information to a voice recording system. The recorded (or emailed) information is then transcribed and entered into the salesperson’s Customer Relationship Management (CRM) database or system.

Direct Response Television (DRTV): DRTV is a form of direct response marketing that asks a television viewer to respond to an advertisement, usually by calling an 800 number or visiting a website. A DRTV advertisement can be as short as a 30 second commercial or as long as a 28-30 minute infomercial. To learn more about AnswerNet’s DRTV services, Click Here!

Disaster Response: Disaster Response is a function of call centers providing emergency communication hotlines and answering services in the event of a natural or man-made disaster. To learn more about AnswerNet’s Disaster Response Services, Click Here!

Email Management: Email Management is a service that handles email communication for individuals and/or organizations, including timely responses, automatic replies, knowledge based Q&A, and urgent message escalation. Email Management services can be set up to use existing tools or by using the Email Management provider’s systems. Click Here to learn more about AnswerNet’s Email Management services.

Fulfillment Services: Fulfillment Services provide clients with a one-stop commerce solution with in-house warehousing, processing, order entry and shipping services. Fulfillment Services can include any or all of these services to fit clients’ business needs. To learn more about AnswerNet‘s Fulfillment Services, Click Here.


Hotline Services: Hotlines are designated lines of telephone communication whereby a caller can reach a live call center operator or IVR system by dialing a specific, pre-determined phone number. Hotline Services include employee hotlines, crisis prevention hotlines, product recall hotlines, and Sarbanes-Oxley (SOX) hotlines. To learn more about AnswerNet’s Hotline Services, Click Here.

Interactive Voice Response (IVR): IVR is a technology that allows a computer to detect voice and keypad inputs. An IVR system can respond with pre-recorded audio to further direct users on how to proceed and can be used to control almost any function where the interface can be broken down into a series of simple menu choices. To learn more about AnswerNet’s IVR services, Click Here!







Product Recall: Product Recall is a request by a manufacturer, distributor, or maker of a brand to cease using, return and/or discard all products containing an unsafe or defective ingredient or part. Product Recalls are widely publicized to alert consumers and usually include a hotline for consumers to learn more about the recall. To learn more about AnswerNet’s Product Recall Services, Click Here!


Real Estate Maintenance Work Order Management: Real Estate Maintenance Work Order Management is a Web-based work order processing system designed for the multi-unit residential real estate industry. Call center agents take real estate maintenance-related calls from residents and enter their maintenance requests into the system. The work order is then transmitted to property management’s maintenance staff. To learn more about AnswerNet’s Real Estate Maintenance Work Order Management system, Click Here!


Telephone Answering Service (TAS): Telephone Answering Service, or TAS, is a service provided by call centers that involves the handling of calls for clients. A client’s phone is answered, a message is taken, or information is provided to the caller and the results are documented and provided to the client. Telephone Answering Services also can provide voice mail service and enhanced services such as Email Management, Call Routing, Appointment Scheduling and Order Taking. Click Here to learn more about AnswerNet’s Telephone Answering Services!