In every industry, there are sets of terminologies used every day that might be a head-scratcher for some people. And the BPO industry is no different.

The industry has terms and acronyms that may sound too technical to comprehend but are logically understandable. If you’re planning to outsource BPO services to increase productivity, this blog will give you a tease on the vocabularies you will hear daily.

19 Australian BPO Terminologies


A customer service professional who handles incoming and outgoing customer concerns.

Business Process Outsourcing (BPO)

A practice of subcontracting numerous operations to third-party companies.

Back Office Support

The support that is made to help ease transactions, especially between front office support and customers.

Chat Support

A form of online messaging where both customers and agents can engage in a conversation.


Culture or Company culture is a set of rules, values, and behaviours that govern the working environment.

Customer Care

The process of keeping customers satisfied and delighted with the brand’s products and services.

Customer Effort Score (CES)

A metric that measures a customer’s interaction effort with a brand.


CSAT or Customer Satisfaction Rating presents the amount of satisfaction or dissatisfaction a customer experienced with a brand.

Data Warehouse

A tool used by brands to store huge amounts of client data and records.


A customer complaint that is brought to a professional with a higher authority/credibility.

First Contact Resolution (FCR)

An instance where customer questions and frustrations were resolved at the first point of contact.


A tool using different kinds of game mechanics to enhance user engagement within a non-gaming environment.

Interactive Voice Response (IVR)

A machine that allows a computer to communicate with a customer the combination of touch-tone and voice.

Multi-Channel Support

Composed of two or more support channels that customers can use to ask questions revolving around a brand’s products & services.

Nearshore Outsourcing

An outsourcing practice where a company hires a third-party vendor to perform project/contract work in a nation that strategically near to the hiring business’s home country.

PCI Compliance

Payment Card Industry Compliance is a group of security standards made to assure that all businesses that accept, store, and transmit card information maintain high security.

Support Ticket

Commonly a service request made by a product-user received by a ticketing system.

Six Sigma

A business strategy that is used to enhance products and service quality by removing errors and defects.

Team Leaders

A supervisor/ leader that is responsible for his/her teammates. Additionally, they monitor their team’s individual & collaborative performances and reports it to the operations manager.

Trust Forward BPO

If you’re still new to the outsourcing business industry the best option is to partner with a  BPO company that you can trust: Forward BPO.

We are a decade-long Australian BPO company offering cost-effective business process outsourcing services such as phone customer support, live chat, digital marketing, lead generation, and virtual assistants to name a few.

Give us a message and let us help you understand the in’s and out’s of the BPO industry—and the benefits it can bring to your enterprise.