The AI voice calling glossary

Appointment setting

Appointment setting involves scheduling meetings with potential clients as part of outbound sales efforts.

Average handle time (AHT)

Average handle time (AHT) is a key metric in call centers, averaging around 6 minutes for outbound sales calls.

Barge-in

Barge-in allows a user to interrupt an AI voice response, promoting more dynamic and natural interactions.

Connect rate

Connect rate is the share of dialed phone numbers where a live person actually answers, expressed as a percentage of total dials. On cold B2B lists it commonly sits in the 8 to 15 percent range.

Do-not-call (DNC) list

A do-not-call (DNC) list is a registry that restricts telemarketers from calling numbers without consent.

Local presence dialing

Local presence dialing uses local area codes to increase call answer rates by appearing familiar to recipients.

Predictive dialer

A predictive dialer is an automated system that calls multiple numbers simultaneously and connects answered calls to available agents, increasing outbound sales efficiency.

Spam-likely labeling

Spam-likely labeling marks calls as potential spam based on call patterns and recipient behavior, affecting millions of calls daily.

STIR/SHAKEN

STIR/SHAKEN is a framework to authenticate caller identities and prevent spoofing in voice calls.

Voicemail drop

Voicemail drop is a feature that lets sales reps leave pre-recorded messages in voicemail boxes automatically.