Average talk time: The typical amount of time an agent spends on the phone with a
potential customer.
Cold calling: Telemarketing technique that involves calling consumers who have not
inquired about a service or requested the call.
Database: A structured collection of names and contact information for a certain
demographic. A call center may purchase a database of prospective customers from company’s that
sell such entities.
Direct marketing: Advertising or marketing approach that requires a direct
response from the person receiving it (ex. using a coupon that has been mailed to a
consumer).
Lead generation: The gathering of information on potential customers that will be
contacted through telemarketing calls.
Outbound call: Call made from a call center to a prospective customer.
Outbound call center: Location specifically designated for the use of making
telemarketing calls to the consumer market.
Telemarketing: Marketing goods or services through direct telephone contact with
the consumer market.
