Dialer Glossary of Terms
A telephone system that routes incoming calls to the most appropriate agent or department based on pre-set rules.
Artificial intelligence-powered evaluation of call recordings to detect tone, sentiment, and keywords.
The AI Suite in BatchDialer empowers your calls with real-time call guidance. It combines predictive dialing, AI insights, and property data to help agents connect with sellers faster, secure more listings, and minimize call downtime. By analyzing call trends and performance patterns, the AI Suite delivers data-driven recommendations and predictive insights that optimize your outreach strategy and improve overall efficiency.
The percent of all abandoned calls that hangs up before the system routes the call to an available agent, or the system fails to route the call to an available agent.
A call that ends before being connected to an agent or system response.
Number of campaigns that are operating to service outbound calls.
An Administrator is the user with full system access and management permissions within BatchDialer. Administrators can create and manage agent accounts, assign campaigns, adjust dialing settings, monitor performance dashboards, and ensure compliance across all calling activities. They play a key role in maintaining data integrity, optimizing team performance, and configuring features that align with business goals.
A summary of each agent’s productivity metrics, including talk time, connect rate, and call volume.
A measure of how efficiently agents manage and convert their calls into meaningful interactions.
An interface providing real-time insights into call performance, conversions, and compliance.
A system feature that identifies when a call reaches voicemail instead of a live person.
The process of scheduling meetings or demos through outbound calls.
Automatically redials a contact when a call drops or goes unanswered.
Software that automatically dials phone numbers from a list, connecting answered calls to agents or playing pre-recorded messages.
Automatically assigns new leads to available agents based on predefined rules.
Predefined workflows that trigger follow-up calls or messages without manual input.
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The average calls an agent had per day.
The average amount of time an agent spent in a call.
The data transmission capacity of a network, crucial for maintaining VoIP call quality.
Uploading multiple contact or lead files into BatchDialer at once for campaign setup.
A list of numbers or contacts that should not be called due to DNC or internal restrictions.
A campaign that handles both inbound and outbound calls simultaneously.
A verified display of your company name or logo on the recipient’s device, increasing trust and answer rates.
Caller Name Delivery – a feature that identifies the caller’s name associated with a phone number.
An Agent is a user or representative who makes or receives calls through BatchDialer. Agents are responsible for engaging leads, recording call outcomes, and following campaign workflows.
Connecting BatchDialer with Customer Relationship Management tools to streamline contact and data management.
When a call is disconnected before the customer or agent is connected, often due to long wait times.
Percentage of calls where the customer disconnects before connecting to an agent.
Metrics and data insights gathered from call activity to assess performance and improve campaigns.
Review sessions to align agents’ performance with company quality standards.
A centralized interface where managers can monitor live call data, agent performance, and campaign metrics.
A label assigned to the outcome of a call (e.g., ‘No Answer’, ‘Interested’, ‘Do Not Call’).
Percentage of calls disconnected unintentionally due to network or system errors.
The delay between when a call is initiated and when the recipient hears the caller’s voice.
Supervisors listening to live calls for quality control and coaching.
A system that holds incoming calls until an agent becomes available.
The process of recording calls for quality assurance, compliance, and training purposes.
The period for which recorded calls are stored before automatic deletion.
Call Results refer to the outcome of each outbound call, such as Connected, No Answer, Voicemail, or Do Not Call. BatchDialer automatically tracks and categorizes these results to help users measure campaign performance, identify calling trends, and optimize follow-up strategies.
The process of directing incoming calls to specific agents or queues based on rules or caller information.
The process of redirecting a live call from one agent to another.
A list of contacts awaiting a follow-up or scheduled call.
A measure of how trustworthy a phone number appears to carriers and recipients.
Reports showing campaign performance metrics like connect rate and average handle time.
Targets defined for an outbound campaign such as conversions, call volume, or appointments.
The process of organizing, launching, and optimizing call campaigns to reach target audiences efficiently.
Using cloud infrastructure to manage calls, eliminating the need for on-premise phone systems.
A training feature allowing supervisors to provide guidance during live calls.
Contacting potential customers who have not expressed prior interest in your product or service.
Ensuring all dialing activities follow telemarketing laws and regulations such as TCPA and DNC lists.
The number of calls handled by the dialer system at the same time.
The percent of all numbers dialed that connected to a contact.
The number of outbound calls a contact answered.
A database of phone numbers and related lead information used for outbound calling campaigns.
The percentage of dialed numbers that connect to a human contact.
Technology that identifies the number dialed by the caller to route calls properly.
Regular cleaning of contact lists to remove duplicates or invalid numbers.
The logic used by a dialer system to predict agent availability and adjust dialing speed accordingly.
The time between when the recipient phone started to ring and the recipient picks up the call.
A detailed breakdown of call outcomes and how leads were categorized.
A registry of numbers that should not be contacted for telemarketing purposes due to consumer opt-out laws.
A call that is unintentionally disconnected due to network or system issues.
A system that automatically changes the displayed number based on the call’s destination area code.
Follow-up emails sent after calls to nurture prospects.
When an issue is resolved during the initial customer contact without a callback.
A subsequent call made to a contact after an initial interaction to nurture interest or close a deal.
Automated sequences of calls, texts, or emails for lead nurturing.
The proportion of calls where contacts disconnect before a conversation begins.
Automated phone system that interacts with callers through keypad or voice responses before routing them to an agent.
Calls received from customers or prospects reaching into a call center or business line.
A holding system for routing incoming calls based on availability or priority.
Allows external systems to connect and share data with BatchDialer with native integrations
A measurable value that indicates how effectively agents or campaigns are achieving objectives.
The process of building relationships with prospects through follow-up communication and value-driven calls.
Disposition generated through successful customer prospect.
Litigator Scrub is a compliance process that filters out phone numbers belonging to known litigators or individuals who frequently file lawsuits against telemarketers. This safeguard helps BatchDialer users avoid high-risk calls, reduce legal exposure under TCPA regulations, and maintain compliant outreach across all campaigns.
Organizing, segmenting, and cleaning contact lists for outbound campaigns.
A feature that displays a local caller ID when making outbound calls to increase answer rates.
Agents manually initiate calls, typically used for personalized follow-ups.
Manually entering phone numbers for calling rather than using an automated system.
Notification sent when an inbound call goes unanswered.
A view showing all active campaigns and their performance metrics.
Using a combination of calls, emails, and texts for communication.
A feature that allows agents to dial multiple numbers simultaneously to boost connection efficiency.
Monitoring and improving caller ID trustworthiness across carriers.
Calls that are initiated outward to a contact.
KPIs used to evaluate outbound calling campaigns.
A predefined call script agents use to maintain consistency and professionalism during outbound calls.
BatchDialer’s Predictive Dialer leverages AI to call multiple phone numbers simultaneously, automatically connecting live calls to available agents. It’s best suited for high-volume outbound dialing, helping teams reach more leads, reduce idle time, and maximize productivity.
The ratio determining how many numbers are dialed per available agent.
BatchDialer’s Preview Dialer allows callers to view contact details before initiating a call, making it ideal for complex or research-based conversations. This feature enables more personalized interactions and ensures agents are fully prepared before engaging with each lead.
Live tracking of call performance metrics such as connect rates and agent productivity.
Live display of campaign data for immediate performance insights.
A call center agent working from a location outside the physical office.
Reputation Monitoring tracks your phone numbers’ trust status across carriers to prevent spam or “Scam Likely” labels. BatchDialer’s tools alert you when numbers are flagged so you can replace or rotate them, maintain credibility, and improve connection rates across all campaigns.
The time between the call start and when the recipient answers or the call disconnects.
STIR/SHAKEN is a call authentication framework that protects consumers from spoofed or fraudulent calls. It verifies that the caller ID information displayed is legitimate and matches the originating phone number. For BatchDialer users, STIR/SHAKEN compliance ensures your calls are trusted by carriers, reduces the risk of being flagged as spam, and helps maintain a professional brand reputation with every outbound call.
The structured sequence of calls and messages used to engage leads.
Organizing and updating the scripts agents use during calls.
Listening to live calls without interrupting the agent or customer.
Automatically updated lead lists based on filters like location, response, or last contact date.
Software that enables phone calls using a computer or mobile device connected to the internet.
A U.S. law regulating telemarketing calls, texts, and use of automated dialing systems.
The total duration an agent spends speaking with contacts during calls.
Aggregated view of how each team or agent performs across campaigns.
Restricting calls to be made only during appropriate hours in each lead’s time zone.
Percentage of calls transferred from one agent to another.
Technology that enables phone calls over the internet rather than traditional phone lines.
AI-driven analysis of call recordings to detect tone, keywords, and sentiment.
Transferring a call to another agent while introducing the caller beforehand.
Feature allowing managers/admin to speak to agents during live calls without the contact hearing them.
Optimizing agent scheduling and workload to maintain consistent service levels.
A tag or note assigned by an agent after a call to indicate its outcome.
Time taken by an agent after a call to complete notes or post-call tasks.