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This page provides a complete list of call center abbreviations, acronyms, and definitions. This list is based on the alphabet.

A | Call Center Abbreviations Starting with A

ACD

Automatic Call Distributor (ACD) is a software solution that answers calls automatically and routes them to a specific team or agent.

 

ACW

After Call Work (ACW) is the time, a call center agent takes to answer a call.

 

AHT

Average Handle Time (AHT) is the average length of customer interaction in the call center.

 

ANI

Automatic Number Identification (ANI) is a software solution that allows the call receiver to display the originated phone number.

 

API

Application Program Interface (API) is a software solution that allows two applications to talk to each other.

 

ASA

Average Speed of Answer (ASA) is the average time to answer a call.

 

ASP

Application Service Provider (ASP) is a company that provides software solutions to customers over the Internet.

 

ASR

Automatic Speech Recognition (ASR) is the technology that allows people to speak with a computer interface conversationally.

 

ATA

Average Time of Abandonment (ATA) is the average time a caller stays in a queue before hanging up the phone.

 

ATT

Average Talk Time (ATT) is the amount of time an agent spends talking with a customer.

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B | Contact Center Lingo Starting with B

BC/DR

Business Continuity and Disaster Recovery (BC/DR) are plans and processes that support an organization's ability to operate appropriately after an unexpected issue.

 

BCP

Business Continuity Planning (BCP) is planning for all possible scenarios to ensure the call center can continue after an unexpected issue.

 

BI

Business Intelligence (BI) combines analytics, tools, data mining, visualization, etc., to help call centers make more data-driven decisions.

 

BIC

Best-in-Class (BIC) has been designated by call center leadership as the preferred solution, standard, etc.

 

BPO

Business Process Outsourcing (BPO) is a method of subcontracting contact center operations to a third-party vendor.

 

BUQS

Blended Universal Queue System (BUQS) integrates multiple communication channels such as phone, email, chat, and social media.

 

C | Call Center Acronyms Starting with C

CCaaS

Contact Center as a Service (CCaaS) is a cloud framework for contact center management.

 

CCR

Customer Controlled Routing (CCR) customizes customer experience by routing calls to specific agents trained to address the customer's issue.

 

CDR

Call Detail Record (CDR) is a data record that documents the details of a phone call or other telecommunications transaction.

 

CED

Caller Entered Digits (CED) are any digits callers enter using their phone keypads.

 

CEM

Customer Experience Management (CEM) designs and reacts to customer interactions to meet expectations, leading to greater customer satisfaction and loyalty.

 

CIS

Customer Information System (CIS) includes data about all customer premises, including addresses, billing determinants, and historical data.

 

CLI

Calling Line Identity (CLI) is a caller ID and allows the person receiving the call to see the caller's number.

 

CMS

Call Management System (CMS) is a software solution for organizations that receive significant phone calls.

 

CRM

Customer Relationship Management (CRM) is all techniques, tools, and technologies for developing, retaining, and acquiring customers.

 

CSA

Customer Service Agent (CSA) engages directly with customers via phone, email, online chat, or other platforms.

 

CSAT

Customer Satisfaction (CSAT) is a score showing how satisfied a given customer is with a specific product or interaction with a company.

 

CSR

Customer Service Representative (CSR) is anyone who interacts with customers to handle complaints, process orders, and provides product or service information.

 

CTI

Computer Telephony Integration (CTI) helps to manage many incoming calls in a call center.

 

CX

Customer Experience (CX) measures how customers like interacting with a given call center.

 

D | Call Center Abbreviations Starting with D

DID

Direct Inward Dialing (DID) is a calling solution that routes a phone number to a specific phone within the organization.

 

DMS

Document Management System (DMS) holds each customer's document needed to manage a customer's needs appropriately.

 

DNIS

Dialed Number Identification Service (DNIS) identifies the dialed phone number of an inbound call in a call center.

 

DPC

Dollars per Call (DPC) is specific to those agents that work in the related collections environment.

 

DSL

Digital Subscriber Line (DSL) uses existing phone lines to transport high-bandwidth data to service subscribers.

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E | Call Center Lingo Starting with E

EAI

Enterprise Application Integration (EAI) uses a particular software solution to integrate a set of applications.

 

ERMS

Email Response Management System (ERMS) is a software solution that automatically manages email messages and attachments according to user-defined rules.

 

ERP

Enterprise Resource Planning (ERP) is the integrated management of call center processes, often real-time and mediated by technology.

 

ESAT

Employee Satisfaction (ESAT) is a KPI to measure employees' satisfaction with different aspects of work.

 

EWT

Expected Wait Time (EWT) is the predicted amount of time interaction has to wait in a queue to get an answer.

 

F | Contact Center Acronyms Starting with F

FCR

First Call Resolution (FCR) is resolving a customer's problem or question the first time they call.

 

FCRR

First Call Resolution Rate (FCRR) measures the rate of calls where the customer's problem or question was resolved the first time.

 

FTE

Full-time Equivalent (FTE) is the number of total scheduled person-hours divided by the number of hours per week.

 

G | Call Center Abbreviations Starting with G

GOS

Grade of Service (GOS) measures the percentage of calls or interactions answered within a given period.

 

I | Customer Service Lingo Starting with I

ICR

Intelligent Call Router (ICR) manages the incoming calls and routes them to the available agents based on their abilities and experience.

 

ID&V

Identification and Verification (ID&V) verifies the caller's identity by asking the security questions.

 

INS

Intelligent Network Service (INS) helps distribute calls to multiple destinations in a virtual network.

 

ISDN

Integrated Services Digital Network (ISDN) is a system that provides access to packet-switched networks that allows digital transmission of data.

 

ISP

Internet Service Provider (ISP) is a company that provides others with access to the Internet.

 

IVR

Interactive Voice Response (IVR) is a phone menu solution that enables the dial pad for identification, segmentation, and routing callers to a particular agent.

 

IXC

Interexchange Carrier (IXC) is any carrier that offers services across local access and transport areas.

 

K | Call Center Acronyms Starting with K

KB

Knowledge Base (KB) is a technology for storing complex or unstructured information.

 

KM

Knowledge Management (KM) is a system used to make, manage, and share knowledge and other types of information within a company.

 

KMS

Knowledge Management System (KMS) categorizes and stores the vast amount of knowledge from each answered call for analyzing and improving future customer interactions.

 

KPI

Key Performance Indicator (KPI) measures and shows how effectively a contact center achieves business objectives.

 

L | Call Center Abbreviations Starting with L

LAN

Local Area Network (LAN) is a computer network that interconnects computers within a limited area.

 

LCV

Lifetime Customer Value (LCV) is the value of a customer over their lifetime as an organization's client.

 

LCW

Longest Call Waiting (LCW) is the most extended time a caller has to wait before getting an answer.

 

LOA

Least Occupied Agent (LOA) is the agent with the lowest occupancy rate, which is the ratio between the times the agent has been busy compared to their total time.

 

M | Call Center Lingo Starting with M

MIA

Most Idle Agent (MIA) is a call center agent who is available and ready to take incoming calls.

 

MMR

Multimedia Routing (MMR) is a software solution that allows routing workflows for all media.

 

N | Customer Service Acronyms Starting with N

NLSR

Natural Language Speech Recognition (NLSR) is an advanced type of speech recognition for recognizing and interpreting phrases.

 

NPS

Net Promoter Score (NPS) measures customers' loyalty to a company.

 

NSP

Network Service Provider (NSP) is a company that sells bandwidth or network access by providing direct Internet backbone access to internet service providers.

 

O | Call Center Abbreviations Starting with O

OAM

Operations, Administration, and Maintenance (OAM) are the processes, tools, and standards involved with managing, operating, and maintaining a contact center system.

 

OPA

Off Phone Activity (OPA) is any task or activity completed by an agent that does not involve being on the phone or handling customer communication.

 

OSI

Open System Interconnector (OSI) provides a standard for different computer systems to be able to communicate with each other.

 

P | Call Center Lingo Starting with P

PABX

Private Automatic Branch Exchange (PABX) is a software solution that allows companies to use a single access number with several extensions.

 

PBX

Private Brand Exchange (PBX) is a phone network for a single organization. 

 

PCP

Post Call Processing (PCP) is the duration of spending time between two successive calls.

 

PDA

Personal Digital Assistant (PDA) is a computer or a mobile device based on a software solution that works as a personal organizer.

 

PSTN

Public Switched Phone Network (PSTN) includes the world's circuit-switched phone networks operated by national, regional, or local phone operators.

 

Q | Call Center Acronyms Starting with Q

QA

Quality Assurance (QA) is measuring call center agents' performance to determine if the level of service meets customer expectations.

 

QM

Quality Monitoring (QM) is a technology that helps to analyze and track agent performance across all customer interactions to meet service standards.

 

QoS

Quality of Service (QoS) includes any process that monitors data traffic to ensure that specific data streams provide customers a guaranteed level of service.

 

R | Call Center Abbreviations Starting with R

RFI

Request for Information (RFI) is an informative preliminary document requested by companies with no experience with a product to understand the available options.

 

RFP

Request for Proposal (RFP) is a document that requests vendors to propose solutions to business requirements and customers' issues.

 

RNA

Ring no Answer (RNA) is the duration of a call ringing before being classified as a no answer.

 

ROI

Return on Investment (ROI) measures the return on a particular investment relative to the investment's cost.

 

RTA

Real-time Adherence (RTA) pinpoints employees currently out of adherence with the schedule.

 

S | Contact Center Lingo Starting with S

SA

Speech Analytics (SA) analyzes recorded calls to gather customer information to improve future communications.

 

SaaS

Software as a Service (SaaS) is a delivery model in which software solution is licensed on a subscription basis and is centrally hosted.

 

SBR

Skill-based Routing (SBR) assigns incoming calls to the most experienced and skilled agent instead of simply choosing the next available one.

 

SFA

Sales Force Automation (SFA) improves sales productivity by automating various sales processes in CRM tools.

 

SIP

Session Initiation Protocol (SIP) initiates, maintains, and terminates real-time sessions that include voice, video, and messaging applications.

 

SL

Service Level (SL) measures the performance of a system in a call center.

 

SLA

Service Level Agreement (SLA) is a vendor's expected level of service, laying out the metrics by which service is measured.

 

T | Call Center Acronyms Starting with T

TAPI

Telephony Applications Programming Interface (TAPI) provides phone integration and enables PCs running Microsoft Windows to use phone services.

 

TCO

Total Cost of Ownership (TCO) includes a particular system, software, or hardware purchase price, plus operating costs over the asset's lifespan.

 

TSAPI

Telephony Server Application Programming Interface (TSAPI) is an API to integrate phone and computer systems, except it is server-based.

 

TTS

Text to Speech (TTS) is a form of speech synthesis used to create a spoken version of the text in an electronic document.

 

U | Call Center Abbreviations Starting with U

UC

Unified Communications (UC) integrates enterprise communication services such as instant messaging, voice, and video conferencing with non-real-time communication services.

 

UCD

Uniform Call Distributor (UCD) system automatically delivers each incoming call to the next available agent's line through a rotation of lines.

 

V | Call Center Lingo Starting with V

VOC

Voice of the Customer (VOC) includes customer service feedback, survey response, and insights.

 

VoIP

Voice over Internet Protocol (VoIP) is a technology that delivers voice communication and multimedia sessions over Internet Protocol networks.

 

VPN

Virtual Private Network (VPN) extends a private network across a public network.

 

VRU

Voice Response Unit (VRU) is an automated phone answering system that allows the caller to navigate through a series of prerecorded messages.

Soft Skills Training for Call Center Agents

W | Contact Center Acronyms Starting with W

WAN

Wide Area Network (WAN) is a telecommunications network that extends over a large geographic area for networking.

 

WFM

Workforce Management (WFM) is a combination of processes that maximizes performance levels and competency within a company.

 

WFO

Workforce Optimization (WFO) improves workforce management, integrating business performance considerations with workforce management.

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