This inside sales glossary is intended to help you navigate through the terminology and jargon associated with inside sales, call centers and communications. Some of the terms relate directly to inside sales processes, while other terms relate more to sales acceleration and communications technology that inside sales teams are investing in to maximize productivity and revenue.

  • What is inside sales?

    The definition of inside sales describes a sales process in which reps are primarily selling remotely, rather than traveling in person to see customers. In contrast to telemarketers, inside sales reps are highly trained to […]

  • What is an auto-dialer?

    The definition of automatic dialers (or auto-dialers) describes a system that can automate and expedite the dialing of phone numbers.

  • What is B2B sales?

    The definition of business-to-business (B2B) sales is a sales model that involves one business selling products or services to another business.

  • What is B2C sales?

    The definition of business-to-consumer sales refers to a sales model in which business target individual consumers. Examples of B2C sales reps would be a sales reps selling cars, gym memberships, or stereo systems.

  • What is Call Routing?

    The definition of a call routing system – also known as an automatic call distributor or ACD – describes a tool that can route calls to individual agents or queues based on preestablished criteria such as the time of day that a caller dials a business.

  • What is click-to-call?

    The definition of click-to-call (which is sometimes called click-to-talk, or click-to-text) refers to a type of digital communication in which a person clicks a button or text to make a phone call.

  • What is a cold call?

    The definition of a cold call describes the process of a sales rep dialing a lead while having little-to-no information about that lead. Today, cold calls are far more common in sales environments that use predictive dialers, or that demand reps to make extremely high volumes of calls each day.

  • What is CTI?

    The definition of computer telephony integration (CTI) is a term that can be used to describe any technology that enables computers to interact with telephones. However, the term is primarily used to describe desktop interactions that improve human agents’ productivity.

  • What is a hosted dialer?

    The definition of a hosted dialer describes any auto-dialer or predictive dialer that is based in the cloud. Cloud dialers offer the advantage of democratizing hardware costs as well as IT costs, since they are often easier to configure than traditional dialing solutions.

  • What is IVR?

    The definition of interactive voice response (IVR) describes technology that enables humans to interact with computers using their voices or by using DTMF tones inputted through a phone’s keypad.

  • What is lead response time?

    The definition of lead response time refers to a metric that gauges how long it takes to follow up with a lead that has contacted a business (either by calling, emailing or filling out a form).

  • What is mobile CRM?

    The definition of mobile CRM describes an app that enables remote employees to interact with prospects and customers on their mobile devices.

  • What is outbound sales?

    The definition of outbound sales refers to the process of sales reps making outbound sales calls to prospects.