Division of Superior Group of Companies
Division of Superior Group of Companies
Explore The Office Gurus’ comprehensive BPO and contact center glossary. Clear definitions of CX, AI, outsourcing, and industry-specific terms to help you evaluate service partners with confidence.
The percentage of customers who disconnect before being helped. A key indicator of wait times and staffing effectiveness.
AI-driven tools that provide real-time guidance, next-best-action suggestions, and automated workflows to support agents during interactions.
Providing agents with authority, tools, and training to resolve issues without excessive escalation.
Technology such as machine learning, NLP, chatbots, and predictive analytics used to automate tasks and enhance customer interactions.
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The average duration of a customer interaction, including talk time, hold time, and wrap-up work.
The average time it takes for agents to answer incoming calls.
Administrative or operational tasks such as data entry, order processing, or claims management, typically handled behind the scenes.
The degree to which customers repeatedly choose a brand, often driven by strong service experiences.
Tools and processes used to analyze business data and guide decision-making.
Technology-driven automation of complex workflows to improve efficiency and reduce human error.
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Contracting specific business operations to a third-party provider.
A facility that handles high volumes of inbound or outbound calls for customer service, support, or sales.
Determining the staffing and resources required to meet forecasted customer demand.
Efforts to re-engage customers who leave items in an online shopping cart.
Capturing and qualifying potential new cases or clients for law firms.
The percentage of customers who stop doing business with a brand within a given period.
The adherence to regulatory and industry standards for data privacy, security, and communication practices.
A multi-channel communication hub supporting phone, email, chat, SMS, and social media interactions.
Total operational cost divided by the number of customer interactions handled.
Recommending additional products or services during a customer interaction.
The total cost required to acquire a new customer.
A measure of how easy it is for customers to get their issues resolved.
The overall perception customers form based on all interactions with a brand.
Find out how omnichannel contact center solutions improve CX
The end-to-end sequence of interactions a customer has with a brand.
Visualizing and analyzing customer interactions to identify pain points and opportunities.
The total revenue a customer is expected to generate over the course of their relationship with a brand.
Systems and strategies for managing customer data, interactions, and communications.
Efforts to maintain continuous business from existing customers.
A rating-based survey that measures satisfaction with a specific interaction.
Using quantitative data instead of assumptions to guide strategic decisions.
Integrating digital technologies across business operations to improve CX and efficiency.
Scheduling and routing field technicians or service professionals.
Outsourced legal support tasks involving document organization and analysis.
The emotional bond a customer forms with a brand, strongly tied to loyalty.
An employee’s overall experience within an organization, directly influencing CX quality.
The process of routing unresolved or complex issues to more specialized support tiers.
Experience-focused performance commitments that complement traditional SLAs.
Standards governing fair debt collection practices.
The percentage of issues resolved during the customer’s first interaction.
The time it takes for a customer inquiry to receive an initial response.
Assistance with FAFSA, documentation, and student financial questions.
Processes used to identify and stop suspicious activity.
Any obstacle that creates difficulty or delay in the customer journey.
Using game-inspired elements to motivate customers or employees.
European data privacy regulations governing the handling of personal information.
Managing medical reimbursement claims between patients, providers, and insurers.
Standards protecting patient health information.
Combining automated processes with human oversight to ensure accuracy and judgment.
Processes used to authenticate a customer’s identity during interactions.
A support center focused on receiving incoming inquiries.
Outsourcing customer-facing inbound support such as calls, chats, emails, or inquiries.
The combined use of AI and RPA to automate complex tasks.
Managing spikes in customer volume caused by delays, cancellations, or disruptions.
Outsourcing technical troubleshooting and IT support processes.
Metrics that evaluate performance, including CSAT, FCR, NPS, and AHT.
Compliance processes used to verify customer identity.
Organizing and distributing information to help agents resolve issues quickly.
Assisting law firms with capturing and processing prospective client inquiries.
Real-time text-based support through a website or app.
Assisting with loan applications, documentation, and follow-up.
Managing customer inquiries and listing-related issues on platforms like Amazon or Walmart.
Billing, payment processing, and related back-office functions for utility providers.
Providing support across several channels without integrating them.
Serving customers from diverse cultural backgrounds with appropriate training and multilingual resources.
AI technology enabling systems to understand and interpret human language.
Outsourcing work to a neighboring or nearby country.
Discover the differences between offshoring, nearshoring and onshoring
A measure of the likelihood that customers will recommend a brand.
Outsourcing operations to distant countries to reduce costs.
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A fully integrated, consistent customer experience across all channels.
Handling questions about orders, shipping, returns, or exchanges.
Handling questions about orders, shipping, returns, or exchanges.
A support environment focused on proactive outreach.
Check out the main benefits of inbound and outbound contact center solutions
Outsourced telemarketing, surveys, lead generation, or follow-up calls.
Handling customer communications during outages or emergencies.
Delegating operations or processes to a third-party provider.
Supporting registration, insurance verification, and appointment scheduling.
Standards ensuring secure handling of credit card data.
Tailoring interactions based on customer data and history.
Using data models to anticipate customer needs, volume spikes, or churn.
Assisting with insurance approvals for medical services.
Reaching out to customers before issues occur.
Monitoring interactions to ensure service consistency and performance.
Reviewing calls, chats, and emails for coaching and improvement.
The process of managing and routing incoming interactions to available agents.
The time customers spend waiting before reaching an agent.
Immediate analysis of customer interaction data for on-the-spot optimization.
The percentage of issues resolved within defined performance standards.
Handling returns, refunds, and exchange requests.
Software robots that automate repetitive tasks.
Workforce planning techniques used to predict volume and staff appropriately.
Tools and resources allowing customers to resolve issues independently.
AI that detects emotional tone in communications.
Supporting warranty, renewal, or service plan inquiries.
A contract defining service expectations and performance metrics.
Directing customers to agents based on expertise or requirements.
Any interaction point between a customer and a brand.
A holistic view of a customer’s perception across their entire relationship with a company.
Encouraging customers to upgrade or buy higher-tier products/services.
How customers interact with digital platforms such as websites or apps.
AI-based analysis of speech patterns for quality, compliance, and coaching.
Systematic collection of feedback to guide experience improvements.
The average time customers spend waiting in queue before connecting with support.
Remote working model for contact center agents.
Optimizing staffing, schedules, and resources for efficient operations.
A comprehensive strategy combining WFM, QA, forecasting, analytics, and performance tools.
Comparative performance measurement across different years.