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Outsourcing Glossary
A
B
C
D
E
F
G
H
I
K
L
M
N
O
P
Q
R
S
T
A
Average Handle Time (AHT)
Asynchronous Messaging
Artificial Intelligence (AI)
Agent
B
Business Process Outsourcing
Back Office Support
C
Customer Support
Customer Service
Customer Satisfaction Rating (CSAT)
Customer Relationship Management
Customer Life-Cycle Management
Customer Experience (CX)
Customer Effort Score (CES)
Customer Care
Culture
COPC Certification
Content Moderation
Community Forum
Chat Support
D
Domestic Outsourcing
Data Warehouse
E
Entrepreneur
Employee Satisfaction (ESAT)
Email Support
F
First Response Time (FRT)
Full-Time Employee (FTE)
First Contact Resolution
G
Gamification
H
Hypergrowth
I
Interactive Voice Response (IVR)
In-App Support
K
Key Performance Indicator (KPI)
Knowledge Base
L
Learning Management System (LMS)
M
Multi-Channel Support
N
Net Promoter Score (NPS)
Nearshore Outsourcing
Ninja
O
Outsourcing
Operations Managers
Onshore Outsourcing
Omnichannel Support
Offshore Outsourcing
P
PCI Compliance
Q
Queue Management
Quarterly Business Review (QBR)
R
Resolution Time
S
Support Ticket
Support Channel
Startup
Social Media Support
SMS Support
Service Level Agreement (SLA)
Self Service Portal
T
Transformational Growth
Time to First Response
Ticketing Systems
Team Leaders
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