The world of Business Process Outsourcing (BPO) much like any other industry has its own set of terminologies or words frequently being thrown around in centers all over the world. If you’re a newbie in the industry or a client looking for a provider, knowing these terms can help you get your point across. Although there are probably hundreds of BPO jargons out there, we give 11 terms of phrases that you shouldn’t miss out.

  1. Abandoned Call – happens when a customer contacts a call center and the call ended before any chance of a conversation. This can be due to instances when they hang up or the connection is lost.
  2. Automatic Call Distribution (ACD) –  a system used by centers to manage high volume incoming calls. It’s capable of validating callers, forwarding calls to the right agents, and gather the necessary statistics.
  3. Average Handling Time (AHT) – an important metric in the call center industry that measures every transactions average duration (includes call initiation, hold time, talk time, and other related tasks needed for call resolution). It’s one way to assess efficiency and to establish performance benchmarks. Calculated by adding talk, total hold time, total aftercall tasks and then dividing the number by the total number of calls.
  4. Base Staff – Also referred to as seated agents in some centers. Refers to the minimum number agents needed to for requirements and objectives to be achieved at a certain period of time.
  5. Call Blending – A system that combines both inbound and outbound agents into just one group allowing the agents to shift to outbound or inbound mode depending on the demand or situation.
  6. Escalation Plan – A set of procedures that puts into details the conditions that will trigger measures put into place to deal with a problem or foreseeable crisis (e.g. high call volume or queue buildup)
  7. Full-Time Equivalent (FTE) – A scheduling and budgeting term. Refers to the unit or the numbers of hours an employee worked on a full-time basis.
  8. Handled Calls – A term for the number of calls handled by agents (with the exclusion of abandoned calls).
  9. Lead Generation – A set of strategies used to generation potential clients whether B2B or B2C. Lead generation is a popular service among companies who do not have the technology or the manpower to look for more leads for their business.
  10. Talk Time – a term used to describe the amount of time call center agents spent with a caller.
  11. Service Level – Another call center metric. It measures the % of incoming calls that were answered by agents live in a certain period of time.

Looking for more information about outsourcing? Contact Us. We at Forward BPO, an outsourcing company in the Philippines, would be glad to help you out.