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 Account Based Marketing?

    The definition of account-based marketing (ABM) is a B2B marketing strategy that seeks engagement with individuals within a defined set of targeted companies. This approach enables marketers to tailor fit campaigns and marketing messages to specific accounts that are being targeted.

    ABM is most commonly utilized by B2B companies selling into an enterprise-level customer base, with the primary advantage being efficiency. By addressing the highest-value set of companies possible, companies seek the highest possible return on investment. Even companies with a large addressable market might choose to employ ABM in order to target their highest value customers.

  • 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 Center Software?

    Call center software comes in many forms and can perform numerous functions. The goal of all call center software is to manage communication channels for sales and support teams. It includes dialers, call monitors, call […]

  • What is Call Coaching?

    Call coaching is a necessary component of building a successful sales team. It’s a dual process that helps the sales agents improve, learn something new, or take their individual performance to the next level. Now, […]

  • What is a Call Disposition?

    The definition of a call disposition is a label that describes the outcome of a call. By tracking call outcomes, sales managers can gain valuable intelligence that they can use to optimize their teams’ sales process. By tracking different disposition metrics, sales managers can gain insight into ways to improve their teams’ sales process. Disproportionately high outcomes showing disconnected or rejected calls can alert sales managers of systemic opportunities or problems. As an example, if there are too many call dispositions showing disconnected numbers, it can indicate that a rep’s lead list doesn’t have accurate prospect data.

  • What is Call Recording Compliance?

    The definition of call recording compliance is the process of ensuring that the recording of phone calls is legally compliant with various state and international laws and regulations. While recording calls can be a powerful tool for both reps and sales managers, it’s vital to be aware of the legality of recording phone calls across various areas. This is because call recording laws vary from state to state and country to country, and there are typically steep fines for violating regulations.

  • 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 Call Tracking?

    The definition of call tracking is a system that allow marketers to measure the value of inbound calls driven by their marketing efforts. The technology enables companies to instantly and cheaply provision local or toll-free phone numbers, then associate those numbers with ads, web pages, search keywords or any effort. The results are then tracked and measured, typically in a CRM. When call tracking data is captured within a CRM tool, call tracking data can then be shared in real time with inside sales reps taking inbound calls. That data can be used to communicate the buyers’ intent and help reps have more intelligent conversations. When call tracking data is integrated with a routing system, then caller intent data can be used to route calls to product specialists automatically.

  • 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.