Glossary of BPO Industry Terms
The BPO industry constantly adds 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 terms related to business process outsourcing, customer experience, content moderation, CX automation, digital transformation, and back-office automation.
To read the definition 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
- Call in rate (CIR)
- Contact Rate Call Center
- Call Volume
- Customer Effort Score(CES)
- Contact Centre Metrics
- Customer Satisfaction(CSAT)
- Customer Wait Time
- Customer Satisfaction Survey
- Call Center Service Level
- Customer Experience
- Content Moderation
- Customer Service Ticketing System
- First-level Resolution
- Knowledge Base
- Case backlog
- Chatbot
- Digital Experience
- Digital Transformation
- Data management platform
- 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
- Chatbot Problem Statement