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Glossary of Terms
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Glossary of Terms
A ⸻
Analytics
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AI (Artificial Intelligence)
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Average Handle Time (AHT)
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Automation
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Agent Utilization Rate
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Accounts Receivable (AR)
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Accounts Payable (AP)
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B ⸻
B2B (Business-to-Business)
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Back Office Support
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Billing Services
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BPO (Business Process Outsourcing)
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Blended Call Center
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Billing Support
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Back Office Services
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C ⸻
Customer Experience (CX)
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Cold Calling
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Cloud-Based Call Center
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Client Onboarding
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Chat Support
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Call Center
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Call Abandonment Rate
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D ⸻
Data Handling
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Digital Transformation
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Data Processing
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Data Mining
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Data Entry Services
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E ⸻
Employee Retention
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Email Support
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F ⸻
Front Office Services
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First Call Resolution (FCR) – Customer Support Metric
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