Call Handling Fundamentals

The everyday vocabulary of a live answering operation.

Live human coverage of inbound calls every hour of every day, including nights, weekends, and holidays.

An inbound call that disconnects before being answered or completed, usually because the caller hung up while waiting.

Coverage of inbound calls outside a business's normal operating hours, including evenings, weekends, and holidays.

The average time, usually in seconds, between a call entering the queue and a live operator answering.

A telephony feature that automatically reroutes an incoming call from one number to another based on rules.

Connecting a caller live to a member of the client's team in real time, rather than taking a message.

Qualifying a caller before connecting or escalating, based on rules in the account profile.

Transferring a caller to a destination without announcing them or confirming the destination is ready.

The percentage of caller issues fully handled in a single call, with no follow-up required.

The duration a caller spends on hold before being connected to a live operator or destination.

Routing calls to a live answering team only when the client's own phones are too busy to answer.

Transferring a caller only after the operator has reached the destination, briefed them, and confirmed they'll take the call.

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