System term Description Account If calling Businesses an Account is a Company. If calling Residential an Account is the Individual. Commonly called a "Record" in other systems. We use the term Account because this is used for more than just a Record. For example there is no difference between Leads and Accounts, as in other systems. Although Accounts may have a Status or other Additional Fields that will indicate Prospects, Leads, Customers etc. Account List A list of Accounts which is used as a Call List. Account View A collection of Panels displayed when clicking into an Account. User defined Fields. You can create Fields specific for your Company. A popup window will appear at a predetermined time. Appointment Usually a physical meeting for a Sales Person/Consultant. Effectively a separate Database of Data and settings. A marketing company would use a new Database Area for each customer campaign. A single page of Reports or Graphs. Diary/Diaries/Calendar A Calendar screen to view or set Appointments. Documents can either be for printed letters, individual emails or Email Campaigns. A Windows application that works with your system in the browser and is used to Dial using different methods. Usually User names but can also be other items used to identify a call list. Can also be used to categorize records not in a call list, eg "Unallocated", "Old data", "Duplicates". Call outcome. Customer Statuses are applied to Accounts to track their progress. A detailed Question and Answer system, can also be used for surveys. An alternative is Call Guides. TAPI A Windows protocol for Dialing Telephones. Telemarketer Most often the person making calls in the system. Panel A Panel is a versatile box in the Account View capable of holding a collection of fields and much more. A Campaign within an Area. The collection of settings that control what Authority each User has, and what they can Access. VoIP Voice over IP: Internet Telephony. Just requires a headset plugged into the Computer. Care needs to be taken to ensure there is enough Internet Bandwidth otherwise call quality will suffer. A screen that is used to force the caller to select a Call Outcome/Response. It is also used to select a date for Callbacks and Appointments and it can have Additional Fields added to collect other information. |
A glossary of terms
Written by Stephan Botha
Updated over 2 years ago