Industry jargon can be confusing, especially when you don’t have experience in that particular industry. This is the plight many companies face when outsourcing from a bpo provider. It is difficult to keep someone accountable if you don’t even understand what they are doing. In this article, we simplify jargon that is used in the call centre outsourcing/bpo industry so that you can follow and know what to expect when these terms are used.
Automatic Number Identification. This is a feature that captures callers’ identification telephony number or calling line identity.
This is a methodology that shows a range of measures that are based on graphs and traffic lights. It is designed to show, on one piece of paper, the call centres performance.
Otherwise known as customer experience management. This is a combination of processes that a company uses to track and monitor interactions between customers and the organisation.
Cloud computing makes it possible for companies to consume compute resources just like a utility, much like electricity instead of building in-house computing infrastructures.
First Call Contact Resolution
Simply put, this refers to a measure of relative success for an individual interaction, usually in relation to one customer’s issue resolution and a predetermined timeframe for a resolution to have taken place.