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Definitions

Definitions of key contact centre terms and phrases.

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Contact Centre Jargon and Terminologies

Contact Centre Jargon and Terminologies

The Phonetic Alphabet and How it Improves Customer Service

The Phonetic Alphabet and How it Improves Customer Service

What Does Voice and Non-Voice Process Mean in BPO?

What Does Voice and Non-Voice Process Mean in BPO?

What is Average Speed of Answer?

What is Average Speed of Answer?

What is an Account Code?

What is an Account Code?

What is a Customer Service Representative (CSR)?

What is a Customer Service Representative (CSR)?

What is Average Talk Time?

What is Average Talk Time?

What Does Hang Up the Phone Mean?

What Does Hang Up the Phone Mean?

What is an Invisible Queue?

What is an Invisible Queue?

What is Available Time?

What is Available Time?

What is the Meaning of EOS?

What is the Meaning of EOS?

What is All Hands on Deck?

What is All Hands on Deck?

What Is a Team Leader (TL)?

What Is a Team Leader (TL)?

What is Contact Centre Quality Assurance?

What is Contact Centre Quality Assurance?

What is a Wrap-Up Code?

What is a Wrap-Up Code?

What Is Rest Day Overtime (RDOT)?

What Is Rest Day Overtime (RDOT)?

What Is Turnaround Time (TAT)?

What Is Turnaround Time (TAT)?

The Meaning of ACR in Outbound Call Centre

The Meaning of ACR in Outbound Call Centre

What Is POC?

What Is POC?

What Is Nesting?

What Is Nesting?

What is an Agent Status Code?

What is an Agent Status Code?

What Is a Job Offer (JO)?

What Is a Job Offer (JO)?

What Is DSAT ?

What Is DSAT ?

What Is Unscheduled Personal Leave (UPL)?

What Is Unscheduled Personal Leave (UPL)?

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