{"id":16874,"date":"2023-02-24T15:48:40","date_gmt":"2023-02-24T20:48:40","guid":{"rendered":"https:\/\/answernet.com\/?p=16874"},"modified":"2025-03-20T17:03:21","modified_gmt":"2025-03-20T21:03:21","slug":"blog-call-center-acronyms-glossary","status":"publish","type":"post","link":"https:\/\/answernet.com\/fr\/blog-call-center-acronyms-glossary\/","title":{"rendered":"Acronymes du centre d'appel : Le glossaire d\u00e9finitif"},"content":{"rendered":"
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As one of the largest call center operators in North America,\u00a0AnswerNet<\/a>\u00a0team members are routinely asked by both prospective clients and experienced call center users what some of the call center acronyms in our space mean.<\/p>\n

We have answered these questions so many times, we thought the industry could benefit from the most comprehensive list of call center acronyms that has ever been compiled.<\/p>\n

Save this glossary as a go-to reference because it is a near certainty it is just a matter of time before you come across an acronym you are not familiar with. By the way, if you think we may have left off one of your favorite acronyms, please\u00a0send us an email<\/a>\u00a0with the details so we can add it to our list.<\/p>\n

Many of these terms can be found at\u00a0Dictionary.com<\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tCall Center Frequently Asked Questions<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Call Center Acronyms<\/span><\/h2>\n

Scan through the following list of call center acronyms and familiarize yourself with them. It takes time, but once you enroll in services, these call center acronyms will easily become second nature.<\/p>\n

ACD \u2013 Automatic Call Distributor:\u00a0<\/b>This is a specialized phone system that handles incoming (or\u00a0entrant<\/a>) calls. The\u00a0Automatic Call Distributor\u00a0recognizes and answers the calls and checks in the database, and routes them to the most appropriate agent. An important role of ACD is to produce management information that tracks both calls and agent performance.<\/p>\n

ACW \u2013 After Call Work:<\/b>\u00a0is the average amount of time an agent takes to wrap-up a call.<\/p>\n

AHT \u2013 Average Handling Time:<\/b>\u00a0This is measured right from the time an agent begins the interaction with the customer, including the hold time, talk time, and related tasks that follow the entire transaction.<\/p>\n

ANI\u00a0\u2013\u00a0Automatic Number Identification:<\/b>\u00a0Automatic Number Identification (ANI) lets agents see the incoming call number as basic caller ID. ANI can also route callers by location and match them to existing contacts.<\/p>\n

API\u00a0\u2013 Application Program Interface:<\/b>\u00a0is a software intermediary that allows two applications to talk to each other. In the contact center environment, they are often used to provide agents with information from several different databases in one application.<\/p>\n

ASA\u00a0\u2013 Average Speed of Answer:<\/b>\u00a0The amount of time it takes a call center agent to answer a phone call from a customer.<\/p>\n

ASP\u00a0\u2013 Application Service Provider:<\/b>\u00a0is a company that provides software applications to customers over the Internet, otherwise known as \u201csoftware as a service\u201d (SaaS).<\/p>\n

ASR\u00a0\u2013 Automatic Speech Recognition:<\/b>\u00a0is software that allows contact centers to quickly route customer calls to the right agent without human intervention by using computers to analyze the customer\u2019s speech. This way, agents are no longer required to operate the front-end switchboard and calls are routed faster at less cost.<\/p>\n

ATA\u00a0\u2013 Average Time of Abandonment:<\/b>\u00a0is the average length of time that a caller will stay in a queue before they hang up the call.<\/p>\n

BC\/DR\u00a0\u2013 Business Continuity\/Disaster Recovery:<\/b>\u00a0are plans and practices put into place that support an organization. Whenever disaster strikes, the contact center will have a business continuity\/disaster recovery (BC\/DR) plan in place to minimize damage and disruption to productivity.<\/p>\n

BPO \u2013 Business Process Outsourcing:<\/b>\u00a0is a term used to describe when a contact center\u00a0outsources<\/a>\u00a0operations or responsibilities to third party service providers, typically cloud service providers.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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BCP\u00a0\u2013 Business Continuity Planning:<\/strong> is planning for all possible scenarios to ensure your call center can continue in the midst of an unexpected issue or event.<\/p>\n

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BI\u00a0\u2013 Business Intelligence:<\/strong> is a combination of analytics, data mining, data visualization, data tools and infrastructure to help call centers to make more data-driven decisions and improve agent efficiency and the customer experience.<\/p>\n

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BIC\u00a0\u2013 Best-in-Class:<\/strong> is a superior product or call center within a specific market.<\/p>\n

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BUQS \u2013 Blended Universal Queue System:<\/strong> is a combination of email, chat, and other data enabling universal queuing along with call blending.<\/p>\n

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CCR\u00a0\u2013 Customer Controlled Routing:<\/strong> is the process of customizing customer experience by routing incoming calls to specific agents trained to address the customer\u2019s specific issue.<\/p>\n

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CDR\u00a0\u2013 Call Detail Record:<\/strong> is a data record that documents the details of a telephone call or other telecommunications transaction (text message) that passes through that facility or device.<\/p>\n

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CED\u00a0\u2013 Caller Entered Digits:<\/strong> are any digits callers enter using their telephone keypads.\u00a0<\/p>\n

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CEM\u00a0\u2013 Customer Experience Management<\/strong>: are procedures adopted by a company to track the interactions between a customer and the call center agents.<\/p>\n

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CIS\u00a0\u2013 Customer Information System:<\/strong> is the system containing all data pertaining to all customer premises, including addresses, billing determinants and historical data.<\/p>\n

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CLI\u00a0\u2013 Calling Line Identity:<\/strong> is a software used to match a customer\u2019s number and their previous call records.<\/p>\n

CMS\u00a0\u2013 Call Management System:<\/strong> is a system that helps identify the customers\u2019 needs, improving customer interactions, customizing contacts, sales approaches, and automation to provide optimum service to each type of customer.<\/p>\n

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CSA \u2013 Customer Service Agent:<\/strong>\u00a0the customer service agent that engages directly with customers via phone, chat, email, or another platform.<\/p>\n

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CSAT\u00a0\u2013 Customer Satisfaction:<\/strong> is a score that indicates how satisfied a customer is with a specific product, transaction, or interaction with a company. The term \u201cCSAT\u201d is most often used in the context of a \u201cCSAT\u00a0score,\u201d which describes a numerical measure of customer satisfaction.<\/p>\n

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CSR\u00a0\u2013 Customer Service Representative:<\/strong> is anyone who interacts with customers. They handle complaints, process orders, and provide information about an organization\u2019s products and services.<\/p>\n

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CTI \u2013 Computer Telephony Integration:<\/strong>\u00a0is the ability to automatically combine voice and data at the agent desktop. It is also known as screen pop \u2013 when customer details appear automatically on an agent\u2019s screen at the same time a call is attended. Such technologies help call center agents do their job more effectively, and in turn, create happier customers.<\/p>\n

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DID\u00a0\u2013 Direct Inward Dialing:<\/strong> is a telephone service that allows a phone number to ring through directly to a specific phone within the organization instead of going to a menu or a queue and needing to dial an extension.<\/p>\n

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DMS \u2013 Document Management System:<\/strong> is the system which holds each and every customer\u2019s document needed to properly handle a customer\u2019s needs.<\/p>\n

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DNIS\u00a0\u2013 Dialed Number Identification Service:<\/strong> identifies the originally dialed telephone number of an inbound call.\u00a0<\/p>\n

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DPC \u2013 Dollars Per Call:<\/strong> This is specific to those agents that work in the collections environment. DPC is referred to as dollars collected per call.<\/p>\n

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DSL\u00a0\u2013 Digital Subscriber Line:<\/strong> uses existing telephone lines to transport high-bandwidth data, such as multimedia and video, to service subscribers.<\/p>\n

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EAI\u00a0\u2013 Enterprise Application Integration:<\/strong> is the use of software and computer systems\u2019 architectural principles to integrate a set of enterprise computer applications.<\/p>\n

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ERMS\u00a0\u2013 Email Response Management System<\/strong>: is a set of programs that automatically handles email messages and attachments according to user-defined rules.<\/p>\n

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ERP\u00a0\u2013 Enterprise Resource Planning:<\/strong> is the integrated management of call center business processes, often in real time and mediated by software and technology.<\/p>\n

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ESAT \u2013 Employee Satisfaction:<\/strong>\u00a0Believe it or not, ESAT is a very important call center acronym. Attrition is important to BPOs. Understanding their employee satisfaction rates help keep their attrition numbers intact.<\/p>\n

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EWT\u00a0\u2013 Expected Wait Time:<\/strong> is the predicted amount of time an interaction has to wait in a queue before being answered.<\/p>\n

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FCR\u00a0\u2013 First Call Resolution:<\/strong> is a way to identify the customer\u2019s issue the first time they contact a call center agent. It is a metric that monitors the quality of service that customers are receiving by counting the number of times their issues get resolved on the first point of contact. Providing an ideal caller experience will ensure the customer keeps coming back to engage with your business.<\/p>\n

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FCRR\u00a0\u2013 First Call Resolution Rate:<\/strong> is a popular call center metric that measures the percentage of calls where the customer problem, question, or need was resolved the first time they called.<\/p>\n

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FTE\u00a0\u2013 Full Time Equivalent:<\/strong> is equal to the number of total scheduled person hours divided by the number of hours per week which constitute a full-time person. For example,\u00a0FTE\u00a0may consist of several part-time individuals whose combined work hours in a week equal the full-time person.<\/p>\n

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GOS\u00a0\u2013 Grade of Service:<\/strong> is a metric that measures the percentage of calls or customer interactions answered within a given time period. It\u2019s typically used to help call centers determine the amount of staff they need to provide an exceptional level of service.<\/p>\n

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INS\u00a0\u2013 Intelligent Network Service: <\/strong>helps to distribute calls to multiple destinations present in a virtual call center network.<\/p>\n

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ISDN\u00a0\u2013 Integrated Services Digital Network:<\/strong> is a circuit-switched telephone network system that provides access to packet switched networks that allows digital transmission of voice and data.\u00a0<\/p>\n

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ISP\u00a0\u2013 Internet Service Provider:<\/strong> is the industry term for the company that is able to provide you with access to the Internet.<\/p>\n

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IVR\u00a0\u2013\u00a0Interactive Voice Response:<\/strong> is a telephony menu system<\/b><\/a> that enables the dial pad for identification, segmentation, and routing of callers to the most appropriate agent within your team.<\/p>\n

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IXC\u00a0\u2013 Interexchange Carrier:<\/strong> is a legal term for a telecommunication company. It is defined as any carrier that provides services across multiple local access and transport areas.<\/p>\n

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KB\u00a0\u2013 A Knowledge Base:<\/strong> is a published collection of documentation that typically includes answers to frequently asked questions, how-to guides, and troubleshooting instructions.<\/p>\n

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KM\u00a0\u2013 Knowledge Management:<\/strong> is a system used to manage, create, share, and use knowledge and other types of information within a company.<\/p>\n

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KPI\u00a0\u2013 Key Performance Indicator:<\/strong> is a piece or type of data used to measure performance within a company or call center.<\/p>\n

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LOA\u00a0\u2013 Least Occupied Agent:<\/strong> is the agent with the lowest occupancy rate, which is the ratio between the time the agent has been busy compared to the agent\u2019s total time available.<\/p>\n

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LAN\u00a0\u2013 Local Area Network:<\/strong> is a computer network that interconnects computers within a limited area such as a residence, school, laboratory, university campus, or office building.<\/p>\n

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MIA\u00a0\u2013 Most Idle Agent:<\/strong> is a call center agent who is available and ready to take calls.<\/p>\n

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MMR\u00a0\u2013 Multimedia Routing:<\/strong> is technology that allows for the creation of routing workflows for all media. This provides a consistent routing experience across all channels (SMS, email, video, etc).<\/p>\n

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NCP \u2013 Next Call Prevention:<\/strong> refers to avoiding another call from a customer by satisfying their needs on the first call. This metric is also used to gauge a CSR\u2019s ability to predict future needs through fact-finding.<\/p>\n

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NSP\u00a0\u2013 Network Service Provider:<\/strong> is a loyalty measurement of how likely a customer is to recommend your company, product, or service to a friend. Using a single survey question with a 1-10 scale, customers are grouped into a category: promoter, passive, or detractor. The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.<\/p>\n

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OAM\u00a0\u2013 Operations, Administration, and Maintenance:<\/strong> are the processes, activities, tools, and standards involved with operating, administering, managing, and maintaining a contact center system.\u00a0<\/p>\n

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OJT\u00a0\u2013 On the Job Training:<\/strong> is training that teaches a paid employee the knowledge and skills necessary to perform the job and is provided while they are engaged in productive work.<\/p>\n

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OPA\u00a0\u2013 Off Phone Activity:<\/strong> is any task, responsibility, or activity completed by a call center agent that does not involve being on the phone or handling communication from customers.<\/p>\n

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OSI\u00a0\u2013 Open System Interconnector:<\/strong> provides a standard for different computer systems to be able to communicate with each other.<\/p>\n

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PABX\u00a0\u2013 Private Automatic Branch Exchange:<\/strong> is a telephone network that is owned, operated, and used within a single organization.\u00a0<\/p>\n

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PCP\u00a0\u2013 Post Call Processing:<\/strong> is the duration of time spent between two successive calls and includes the time that a call center agent takes to perform the post call formalities like filling out necessary forms and notating customer records.<\/p>\n

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PSTN\u00a0\u2013 Public Switched Telephone Network:<\/strong> is inclusive of the world\u2019s circuit-switched telephone networks that are operated by national, regional, or local telephony operators. It consists of telephone lines, fiber optic cables, cellular networks, communications satellites, and undersea telephone cables, all interconnected by switching centers, which allows most telephones to communicate with each other.\u00a0<\/p>\n

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QA\u00a0\u2013 Quality Assurance:<\/strong> is the process of measuring the overall performance of agents and then using that data to determine if the level of service meets customer expectations. The data gathered is used to make improvements to processes in an effort to optimize the customer experience.<\/p>\n

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QM\u00a0\u2013\u00a0Quality Monitoring:<\/strong> In order to ensure that contact centers are continuously providing the best possible experience for their customers, quality monitoring (QM) is carried out in various forms to monitor agent performance.<\/p>\n

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QoS\u00a0\u2013 Quality of Service:<\/strong> is inclusive of any process or protocol that monitors data traffic to ensure that certain streams of data are prioritized to provide a guaranteed level of service to customers. For example, voice data streams are often prioritized in call centers in order to provide callers and agents with a crystal-clear connection.<\/p>\n

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RFI\u00a0\u2013 Request for Information:<\/strong> is a preliminary informative document requested by companies that have no prior experience with a product or software and need to gain an understanding of the range of options available to them.<\/p>\n

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RFP\u00a0\u2013 Request for Proposal:<\/strong> is a document that requests vendors to propose solutions to a customer\u2019s problems or business requirements. An RFP typically follows an RFI.<\/p>\n

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RNA\u00a0\u2013 Ring No Answer:<\/strong> is the duration an initiated call rings at the destination before being classified as a \u2018No Answer.\u2019<\/p>\n

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ROI\u00a0\u2013 Return on Investment:<\/strong> is a performance measurement used to evaluate the amount of return on a particular investment relative to the investment\u2019s cost.<\/p>\n

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SaaS\u00a0\u2013 Software as a Service:<\/strong> is a software licensing and delivery model in which software is licensed on a subscription basis and is centrally hosted.\u00a0Cloud Contact Center\u00a0software is a perfect example of SaaS.<\/p>\n

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SA\u00a0\u2013 Speech Analytics:<\/strong> is the process of analyzing recorded calls to gather customer information to improve communication and future interaction.<\/p>\n

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SCB \u2013 Skill-Based Routing:<\/strong> is a strategy used by call centers to route customers to the best agent based on customer voice response (VRU).<\/p>\n

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SBR\u00a0\u2013 Skill-Based Routing:<\/strong> is an intelligent call routing system that will automatically direct customers with a specific problem to agents with the skills needed to resolve that issue in the fastest possible time, without having to escalate the call any further.<\/p>\n

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SFA\u00a0\u2013 Sales Force Automation:<\/strong> is a system designed to improve sales productivity by automating various sales processes like making calls, sending emails, leaving messaging, or noting interaction details in CRM tools.<\/p>\n

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SIP\u00a0\u2013 Session Initiation Protocol:<\/strong> is a signaling protocol used for initiating, maintaining, and terminating real-time sessions that include voice, video, and messaging applications.<\/p>\n

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SL\u00a0\u2013\u00a0Service Level:<\/strong> is a measurement tied to customer service satisfaction and quality of an agent. Their service level is found by the percentage of calls answered within a targeted measurement of time.<\/p>\n

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SLA\u00a0\u2013 Service Level Agreement:<\/strong> is the level of service you expect from a vendor, laying out the metrics by which service is measured, as well as remedies or penalties should agreed-on service levels not be achieved.\u00a0<\/p>\n

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TAPI \u2013 Telephony Application Programming Interface:<\/strong> is an API that enables computer telephony integration. It puts call controls in the hands of an application so it can interact with a phone system.<\/p>\n

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TSAPI \u2013 Telephony Server Application Programming Interface: <\/strong>Similar to TAPI, a telephony service application programming interface (TSAPI) is also an API that makes it easier for CTI solutions to integrate telephony and computer systems, except it is server-based.<\/p>\n

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TCO\u00a0\u2013 Total Cost of Ownership:<\/strong> includes the purchase price of a particular system, software, hardware, asset, plus operating costs over the asset\u2019s lifespan.\u00a0<\/p>\n

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TTS\u00a0\u2013 Text to Speech:<\/strong> is a form of speech synthesis used to create a spoken version of the text in an electronic document.<\/p>\n

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UC\u00a0\u2013 Unified Communications:<\/strong> is the integration of enterprise communication services such as instant messaging, voice (including IP telephony), audio, and web & video conferencing with non-real-time communication services such as unified messaging (integrated voicemail, e-mail and SMS).<\/p>\n

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UCD\u00a0\u2013 Uniform Call Distributor:<\/strong> is the system that automatically delivers each incoming call to the next available agent\u2019s line through rotation of lines rather than always starting at the first agent\/line in a group of agents\/lines.<\/p>\n

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VOC \u2013 Voice of the Customer:<\/strong> Customer service feedback, survey response, and insights.<\/p>\n

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VoIP\u00a0\u2013 Voice Over Internet Protocol:<\/strong> is a technology that delivers voice communication and multimedia sessions (such as video) over Internet Protocol (IP) networks.<\/p>\n

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VPN\u00a0\u2013 Virtual Private Network:<\/strong> extends a private network across a public network and allows users to send and receive data across shared or public networks as if their computing devices were directly connected to the private network.\u00a0<\/p>\n

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VRU\u00a0\u2013 Voice Response Unit:<\/strong> is an interactive technology that allows humans to communicate with computers, either through voice or dual-tone multifrequency.<\/p>\n

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WAN\u00a0\u2013 Wide Area Network:<\/strong> is a computer network in which computers are connected when distanced a half mile or more.<\/p>\n

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WFM\u00a0\u2013 Workforce Management:<\/strong> is a combination of processes that maximizes performance levels and competency for an organization. Work Force works directly to optimize productivity of employees, forecasting labor and agent needs, as well as creating and managing agent schedules to accomplish required tasks and call volume.<\/p>\n

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WFO\u00a0\u2013 Workforce Optimization:<\/strong> is used by call centers to improve workforce management. It integrates business performance considerations with workforce management and involves automating processes, data visibility, compliance on legislation, and solving business problems related to staffing.<\/p>\n

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Upgrade Your Business with Call Center Services Today!<\/span><\/h2>\n

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Just because you now have the definition of the most common call center acronyms, it does not mean you have the information needed to select the right call center. With nearly 25 years of experience, AnswerNet<\/b><\/a> has the expertise, personnel, and bandwidth to help you achieve the ROI on your call center investment. \u00a0<\/p>\n

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AnswerNet offre entrant<\/strong><\/a>,\u00a0sortant<\/strong><\/a>,\u00a0automatis\u00e9<\/strong><\/a>et\u00a0BPO<\/strong><\/a> (another of the call center acronyms) call center services providing you with a\u00a0wide range of service and technology options to fit any business model.<\/p>\n

Contactez nous<\/strong><\/a>\u00a0today to speak with one of our experts who will walk you through the many options to choose from to assure you have the exact program for your needs.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tNous contacter<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

Conservez ces acronymes de centres d'appel comme r\u00e9f\u00e9rence. Si vous \u00eates int\u00e9ress\u00e9 par les services de centre d'appel, vous rencontrerez bient\u00f4t ces termes.<\/p>","protected":false},"author":7,"featured_media":16878,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[409],"tags":[522,88,414,149,388,498,569,268,98,263,146,309],"class_list":["post-16874","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-operational-solutions","tag-ai","tag-answering-service","tag-blog","tag-bpo","tag-call-center","tag-call-center-compliance","tag-call-center-management","tag-customer-service","tag-inbound-call-center","tag-ivr","tag-outbound-call-center","tag-telemarketing"],"yoast_head":"\nCall Center Acronyms: The Definitive Glossary | AnswerNet<\/title>\n<meta name=\"description\" content=\"Save these call center acronyms as a go-to reference. 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