Glossary of BPO Industry Terms
The BPO industry is constantly adding to its lengthy list of acronyms and professional jargon. We’ve compiled a collection of industry terms to help decipher and keep you informed of the most frequent and newly minted ones. Check out the list of terms related to business process outsourcing, customer experience, content moderation, CX automation, digital transformation, and back-office automation.
To read the definition just click any of them in the list below.
- 24/7 Answering Service
- Agent Routing
- Automated Answering Service
- Abandoned Call Rate
- Call-back Service
- Business Process Outsourcing(BPO)
- Co-browsing
- Contact Center
- Contact Center Experience
- Contact Rate Call Center
- Call Volume
- Customer Effort Score(CES)
- Customer Satisfaction(CSAT)
- Customer Wait Time
- Customer Satisfaction Survey
- Call Center Service Level
- Customer Experience
- Content Moderation
- First-level Resolution
- Knowledge Base
- Case backlog
- Chatbot
- Digital Experience
- Digital Transformation
- Enhanced Customer Experience
- Full-Time Equivalent(FTE)
- Interactive Voice Response(IVR)
- Inbound Call Center
- Help desk
- Live Chat
- Net Promoter Score
- Omni Channel Contact Center
- Outbound Call Center
- Robotic Process Automation(RPA)
- Response Rate
- Service Level Agreement(SLA)
- Spam Queue
- Telesales
- Telemarketing
- Technical Support
- Trust and Safety
- UGC
- Virtual Assistant
- Quality of the response