Acquire BPO outsourcing glossary
A
A task that an agent completes immediately after finishing a customer interaction and before moving on to the next call. This can include logging call details, updating customer information, and completing any required follow-up actions.
read more…‘]After-Call Work (ACW)[/simple_tooltip]
The percentage of agents who leave the company or are terminated within a specific period.
read more…‘]Agent Attrition Rate[/simple_tooltip]
The ratio of PRODUCTIVE TIME to TOTAL LOGGED TIME.
read more…‘]Agent Productivity [/simple_tooltip]
These are codes used by call centers to categorize and track non-productive time, such as breaks, meetings, and training.
read more…‘]Auxiliary (AUX) Codes [/simple_tooltip]
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The time agents spend on activities that are not directly related to handling customer interactions
read more…‘]Auxiliary Time (AUX Time) [/simple_tooltip]
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A metric used to measure the average duration required to complete a transaction.
read more…‘]Average Handling Time (AHT) [/simple_tooltip]
C
The percentage of inbound calls that are terminated by the caller before reaching a customer service representative. read more…‘]CCall Abandonment Rate[/simple_tooltip]
The process of predicting future CALL VOLUME based on historical data, trends, and external factors. read more…‘]Call Forecasting[/simple_tooltip]
The percentage of calls that need to be transferred from one agent to another or to a different department. read more…‘]Call Transfer Rate[/simple_tooltip]
The total number of calls received by the call center during a specific period. read more…‘]Call Volume[/simple_tooltip]
A development process in which an experienced individual (the team leader or manager) provides guidance and feedback to an employee (the coachee) to help them improve their performance, develop new skills, and achieve their career goals. read more…‘]Coaching[/simple_tooltip]
A complete end-to-end outsourcing model where the service provider is responsible for all aspects of operations and outcomes. read more…‘]Comprehensive Delivery[/simple_tooltip]
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An ongoing effort to enhance processes, products, or services by making incremental improvements over time. read more…‘]Continuous Improvement (CI)[/simple_tooltip]
A company’s commitment to operate ethically and contribute to economic development while improving the quality of life of its workforce, the local community, and society at large. read more…‘]Corporate Social Responsibility (CSR)[/simple_tooltip]
E
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The level of emotional commitment and involvement that an employee has towards their organization and its goals. read more…‘]Employee Engagement[/simple_tooltip]
A metric that measures employee satisfaction and loyalty, similar to the Net Promoter Score (NPS) used for customers. read more…‘]Employee Promoter Score (EPS) [/simple_tooltip]
A set of criteria used to evaluate a company’s performance in areas related to environmental stewardship, social responsibility, and corporate governance. read more…‘]Environmental, Social, and Governance (ESG) [/simple_tooltip]
F
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A metric that measures how often a customer’s issue is resolved during the first interaction with a contact center. read more…‘]First Contact Resolution (FCR)[/simple_tooltip]
The degree to which the predicted demand for agent time matches the actual demand. read more…‘]Forecast Accuracy[/simple_tooltip]
G
A metric used to measure the quality and performance of a contact center, specifically focusing on the percentage of interactions (such as calls, chats, or emails) that are answered within an agreed threshold. read more…‘]Grade of Service[/simple_tooltip]
K
Quantifiable metrics are used to evaluate the success of an organization, department, or individual in achieving key business objectives. read more…‘]Key Performance Indicators (KPIs)[/simple_tooltip]
L
A process focused on improving the skills, knowledge, and competencies of employees through structured training programs, workshops, and continuous learning opportunities. read more…‘]Learning and Development (L&D)[/simple_tooltip]
A software platform used to deliver, track, and manage training programs and educational courses within an organization. read more…‘]Learning Management System (LMS)[/simple_tooltip]
M
A Multi-Protocol Label Switching (MPLS) network that provides a secure and efficient way to route data between locations. read more…‘]MPLS Network[/simple_tooltip]
N
A customer loyalty metric that measures the likelihood of customers recommending a company’s products or services to others. read more…‘]Net Promoter Score (NPS)[/simple_tooltip]
O
The percentage of an agent’s logged time that is spent actively handling customer interactions, such as calls, chats, or emails, versus waiting for the next interaction. read more…‘]Occupancy[/simple_tooltip]
P
The process of ensuring employees’ activities and outputs align with the organization’s goals. read more…‘]Performance Management[/simple_tooltip]
The time during which an agent is actively engaged in customer interactions, including TALK TIME, AFTER-CALL WORK, and related activities. read more…‘]Productive Minute / Productive Hour[/simple_tooltip]
Q
A systematic process of evaluating customer interactions to ensure they meet predefined quality standards. read more…‘]Quality Assurance (QA)[/simple_tooltip]
R
A measure of the profitability of an investment, calculated by dividing the net profit by the initial cost of the investment. read more…‘]Return on Investment (ROI)[/simple_tooltip]
A method used to identify the underlying causes of problems or incidents to prevent their recurrence. read more…‘]Root Cause Analysis (RCA)[/simple_tooltip]
S
A formal agreement between a service provider and a client that defines the expected level of service, including metrics such as response times, resolution times, and overall service quality. read more…‘]Service Level Agreement (SLA)[/simple_tooltip]
The total percentage of time agents are not available to handle customer interactions, combining both in-center activities (like meetings, training, and coaching) and out-of-center activities (like breaks, unscheduled absences, or holidays). read more…‘]Shrinkage[/simple_tooltip]
A tool used to assess and track the skills and competencies of employees within an organization. read more…‘]Skills Matrix[/simple_tooltip]
T
The duration of time an agent spends actively speaking with a customer during a call. read more…‘]Talk Time[/simple_tooltip]
The complete cost of acquiring, operating, and maintaining a service or product over its entire lifecycle. read more…‘]Total Cost of Ownership (TCO)[/simple_tooltip]
U
The percentage of logged-in time that an agent spends on productive tasks (such as handling customer interactions, work related coaching/training/meetings) versus the total paid time. read more…‘]Utilization[/simple_tooltip]
W
A set of processes used to optimize the performance and efficiency of customer service teams, including forecasting demand, scheduling staff, and managing real-time activities. read more…‘]Workforce Management (WFM)[/simple_tooltip]
The flexible arrangement of office spaces is designed to accommodate different operational needs. read more…‘]Workspace Configurations[/simple_tooltip]
