ENG12 – Business Communication 2: The Call Center Industry (BPO)

A collection of vocabulary flashcards covering concepts, definitions, and terminologies related to the Call Center Industry.

Call Center

A department or office where trained employees handle large volumes of customer communication through various channels.

Business Process Outsourcing (BPO)

The practice of contracting specific business operations to third-party service providers, often located in another country.

Customer Service Representative (CSR)

The frontline employee who communicates with customers, answering inquiries and resolving complaints.

Team Leader (TL)

A supervisor who oversees a group of agents to ensure they perform well and adhere to company policies.

Operations Supervisor

Manages multiple teams and ensures that operational goals are achieved within the call center.

Operations Manager

Oversees the entire call center account and ensures that the client's expectations are met.

Human Resources (HR)

Responsible for recruitment, employee relations, and benefits within a call center.

Quality Assurance (QA)

Monitors calls and evaluates agent performance to ensure proper procedures are followed.

Workforce Management (WFM)

Manages schedules and staffing levels to predict call volume and optimize agent availability.

Voice Services

Direct communication through phone calls between the agent and the customer.

Non-Voice Services

Communication through written or digital channels rather than phone calls.

Average Handle Time (AHT)

The average time an agent spends handling a customer interaction.

Key Performance Indicators (KPI)

Metrics used to measure agent performance, including customer satisfaction and response time.

Escalation

Transferring a problem to a supervisor or higher authority when an issue cannot be resolved.

Queue

A waiting line of incoming calls in a call center.

Hold

Temporarily pausing the conversation while the agent checks information.

Script

A prepared guide used by agents during calls to help communicate effectively.