Call Center Terminologies
Simple BPO Jargon for Newbies
Agent – A person who handles customer calls or chats.
Call Volume – The number of calls coming in during a certain time.
Queue – A line of waiting calls or chats.
Escalation – Passing the issue to a higher authority or department.
Handle Time (AHT) – The average time it takes to complete a call or task.
Call Center – A place where agents handle customer calls.
Service Level – The goal set for answering calls within a specific time.
Script – A guide for what to say during a call.
Hold Time – The time a customer waits while on hold.
Resolution – Solving the customer’s issue.
CRM (Customer Relationship Management) – A tool to track customer info and interactions.
Inbound – Calls coming from customers.
Outbound – Calls made to customers.
领英推荐
Soft Skills – Communication and listening skills needed in customer service.
Wrap-up Time – Time spent finishing up after a call ends.
These are basic terms you’ll encounter in the BPO industry. Keep this guide handy!
Outsourcing – Hiring a company outside of the business to handle certain tasks.
Offshore – Outsourcing services to another country.
Onshore – Outsourcing within the same country.
Vendor – The company providing outsourcing services.
FTE (Full-Time Equivalent) – A measure of the workforce based on hours worked by one full-time employee.
KPI (Key Performance Indicator) – Metrics used to measure performance and success.
BPO (Business Process Outsourcing) – Outsourcing tasks like customer service, data entry, or IT support to another company.
SLA (Service Level Agreement) – A contract that defines the expectations and performance standards between the client and vendor.
Back Office – Tasks like data processing, accounting, or HR that don’t involve direct customer interaction.
Front Office – Customer-facing services, such as customer support or sales.
Keep this list close as you start your journey in BPO and outsourcing!