Call Centre Jargon!!
Call centre jargon can be a minefield for those who are new to the industry. Here is a breakdown of the jargon and phrases we commonly use in the call centre industry!
AA Auto Answer ACD Automatic Call Distributor ACW After Call Work AHOD All Hands On Deck AHT Average Handle Time ANI Automatic Number Identification APH Applications per hour API Application Program Interface AS Application Successful ASA Average Speed of Answer ASAP As Soon As Possible ASP Application Service Provider ASR Automatic Speech Recognition ATA Average Time of Abandonment ATB All Trunks Busy AWOL Absent without leave B2B Business To Business B2C Business To Consumer BC Business Continuity BCP Business Continuity Planning BI Business Intelligence BIC Best-in-Class BJ Board jockey BPD Business Process Outsourcing BOP Back Office Processing BOS Back Office System BOSS Bock Office Support Services CAR Corrective Action Memo CC Call Centre CCC Call Centre Campaign CCP Contact Centre Philippines CCR Customer Controlled Routing CCSP Call Centre Services Philippines CDR Call Detail Recording CED Caller Entered Digits CEM Customer Experience Management CIS Customer Information System CLI Calling Line Identity CMS Call Management System CNX Connex CRC Call Result Code CRM Customer relationship management CSAT Customer Satisfaction CSR Customer Service Representative CSS Customer Service Solutions CTI Computer Telephony Integration CTPS Corporate Telephone Preference Service DID Direct Inward Dialling DMS Document Management System DNC Do Not Call DNIS Dialled Number Identification Service DPR Daily Performance Report DR Disaster Recovery DSF Daily sales files DSL Digital Subscriber Line EAI Enterprise Application Integration EGS Echo green space EOC End of contract EOD End of day EOM Employee of the month EOP English Only Policy EOS End of shift EPC Energy performance certificate ERMS Email Response Management System ERP Enterprise Resource Planning EWT Expected Wait Time FA Food allowance |
FCR First Call Resolution FCRR First Call Resolution Rate FTE Full Time Equivalent GDS Grade of Service HKT Hot Key Transfer HR Human Resources ICO Information Commissioner’s Office INS Intelligent Network Service IR Incident Report ISDN Integrated Services Digital Network ISP Internet Service Provider IT Information technology IVR Interactive Voice Response IXC Interexchange Carrier KB Knowledge Base KM Knowledge Management KPI Key Performance indicator LAN Local Area Network LOA Least Occupied Agent MGNT Management MIA Most Idle Agent MMR Multi Media Routing MOM Minutes of the meeting MRUK Market Research UK NI Not Interested NPS Net Promoter Score NSP Network Service Provider NTE Notice To Explain OAM Operation Administration & Maintenance OC Outbound Campaigns OJT On the Job Training OPA Off Phone Activity OPS Operations OSI Open System Interconnector OT Overtime PABX Private Automatic Branch Exchange PBX Private Branch Exchange PC Personal Computer PCP Post Call Processing PDA Personal Digital Assistant POR Points of Rejection PPT PowerPoint PR Performance Report PSTN Public Switched Telephone Network QA Quality Assurance QM Quality Monitoring QOS Quality of Service RFI Request for Information RFP Request for Proposal RNA Ring No Answer ROI Return on Investment RPA Revenue per agent RPH Revenue per hour SA Speech Analytics SaaS Software as a Service SBR Skill Based Routing SFA Salesforce Automation SHR Sent home report SIP Session Initiation Protocol SL Service Level SLA Service Level Agreement SPH Sales per hour TAPI Telephony Application Programming Interface TCO Total Cost of Ownership TPS Telephone preference service TSAPI Telephony Server Application Programming Interface TTS Text to Speech |
UC Unified Communications UCD Uniform Call Distributor VAR Virtual Assistant Rates VIP Very Important Person VoIP Voice Over Internet Protocol VOS Voice Services
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VPN Virtual Private Network VRU Voice Response Unit WAN Wide Area Network WFM Workforce Management WFO Work Force Optimization |