Glossary · Resources
The CX & BPO terms you will hear in a tender
Sixteen acronyms providers use every day, explained in one line each.
- BPOBusiness Process Outsourcing
- Entrusting non-core functions, such as customer service, IT or back-office, to an external provider.
- CXCustomer Experience
- How a customer perceives a company across every interaction of their journey.
- SLAService Level Agreement
- The contractual commitment that sets the performance the provider must deliver.
- KPIKey Performance Indicator
- A measurable value that shows how well a service meets its objectives.
- FCRFirst Call Resolution
- The share of requests solved at first contact, with no follow-up needed.
- AHTAverage Handle Time
- Average length of an interaction, including hold and wrap-up time.
- CSATCustomer Satisfaction Score
- How satisfied customers are with a service, usually on a 1–5 or 1–10 scale.
- NPSNet Promoter Score
- Loyalty measured by the likelihood to recommend, scored from −100 to +100.
- IVRInteractive Voice Response
- The automated phone menu that greets callers and routes them.
- QAQuality Assurance
- The processes that monitor and improve the quality of agents' work.
- TATTurnaround Time
- Time taken to complete a task from start to finish.
- WFMWorkforce Management
- Forecasting, scheduling and managing staffing levels in a contact center.
- CRMCustomer Relationship Management
- The software that records a company's interactions with customers and prospects.
- VOCVoice of the Customer
- Customer feedback collected to understand expectations and improve service.
- BotChatbot / voicebot
- A program that handles simple requests by simulating a conversation.
- TCOTotal Cost of Ownership
- The full cost of a service: set-up, operation and hidden costs.
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