BPO and Contact Center Industry Jargon

Vocabulary flashcards defining essential terminology, metrics, technologies, roles, and interaction types in the Business Process Outsourcing (BPO) and Contact Center industry.

Business Process Outsourcing (BPO)

Refers to contracting specific business functions to third-party providers.

Contact Centers

A core component of BPO, handling customer interactions on behalf of client companies.

AHT (Average Handle Time)

The total time an agent spends on a call, including hold time and after-call work.

FCR (First Call Resolution)

The percentage of customer issues resolved on the first contact without follow-up.

SLA (Service Level Agreement)

A commitment between the service provider and client defining expected performance standards, such as response time, resolution time, and availability targets.

Queue

A waiting line where incoming calls or tasks are held until an available agent can handle them.

Wrap-up Time

The time an agent spends completing after-call tasks such as updating records, logging notes, or categorizing the interaction before becoming available for the next call.

CSAT (Customer Satisfaction Score)

Measures how satisfied customers are with the service they received, typically gathered through post-interaction surveys rated on a scale of 1–5 or 1–10.

NPS (Net Promoter Score)

Gauges customer loyalty by asking how likely they are to recommend the company, with scores ranging from -100 to +100.

Occupancy Rate

The percentage of time agents are actively handling calls or doing after-call work versus their total logged-in time.

Adherence

Measures how closely agents follow their assigned schedules.

Shrinkage

Refers to the percentage of time agents are unavailable due to breaks, training, absences, or other non-productive activities.

IVR (Interactive Voice Response)

An automated phone system that interacts with callers through voice or keypad inputs, routing calls to the appropriate agent or department without human intervention.

CRM (Customer Relationship Management)

A software platform that manages customer data, interaction history, and relationships — enabling agents to deliver personalized and efficient service during every contact.

CTI (Computer Telephony Integration)

Technology that links telephone systems with computer applications, allowing agents to see caller information on-screen automatically when a call arrives.

Omnichannel

A strategy that integrates multiple communication channels — voice, chat, email, and social media — into a seamless customer experience across all touchpoints.

Dialer

An automated system used in outbound contact centers to dial customer numbers and connect answered calls to available agents.

Agent

The frontline representative who handles customer interactions via calls, chat, or email and is responsible for resolving inquiries efficiently.

Quality Analyst

Evaluates agent interactions against quality standards, identifies areas for improvement, provides feedback, and ensures customer experience remains consistent and compliant.

Team Lead

Supervises a group of agents, monitors performance, provides real-time coaching, and ensures the team meets its KPIs and SLA targets during each shift.

Workforce Management

Responsible for forecasting call volumes, scheduling agents, and monitoring real-time adherence to ensure the right number of staff are available at all times.

Escalation

The process of transferring a customer to a higher-level agent or supervisor when the current agent is unable to resolve the issue.

Call Blending

A contact center practice where agents handle both inbound and outbound calls.

Soft Skills

Non-technical interpersonal abilities such as empathy, active listening, communication, and problem-solving.

Cold Transfer

Connects a customer to another agent without introduction.

Warm Transfer

Involves briefing the receiving agent before connecting the customer, resulting in a smoother and more professional handoff experience.

Call Back

An arrangement where a customer is contacted at a later time, either by request or when agents become available.