CallPalOutbound calling glossary
Plain definitions of the words this software is sold with — including the ones different vendors use to mean different things.
- Abandoned call rateThe share of answered calls with no rep available to take them.
- Answer rateThe share of dials a human picks up. Voicemail does not count.
- Auto dialerAn umbrella term covering four different dialing modes — worth pinning down before buying.
- BYOC (bring your own carrier)You contract your own carrier for minutes; the software only dials.
- Call bargeA supervisor joining a live call so that everyone can hear them.
- Call dispositionThe recorded outcome of a call — what happened, in one field.
- Call recording disclosureThe announcement telling the other party the call is being recorded.
- Call whisperA supervisor speaking to the rep mid-call without the customer hearing.
- Click-to-callDialling a number directly from a record instead of typing it into a phone.
- Connect rateThe share of dials that reach the person you were actually trying to reach.
- CRM dialerCalling software that dials from your CRM records and writes every call back to them.
- DID (direct inward dialing number)A phone number that routes to a specific destination — the number your calls present.
- Do not call listThe numbers a business has been asked not to dial, and must not dial again.
- Local presence dialingPresenting a number with the same area code as the person you are calling.
- Power dialerDials one number per rep automatically, with the rep already on the line.
- Predictive dialerDials several numbers at once and connects whoever answers to a free rep.
- Preview dialerShows the rep the record before dialling, and they choose when to place the call.
- Progressive dialerDials the next number the moment a rep is free, with no preview and no over-dialling.
- SIP trunkThe connection that carries your calls between your software and a carrier.
- Two-party consentA rule requiring everyone on a call to agree before it can be recorded.
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