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.

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!