Glossary

Helpful A-Z glossary listing key terms, acronyms and their definitions.

B

B2B

See business to business.

B2C

See business to consumer.

Base Staff

The minimum amount of customer service agents required to efficiently manage client service levels over a certain period of time.

Basic Rate Interface (BRI)

One of two levels of services provided by the Integrated Services Digital Network (ISDN), and consists of two data bearer channels, (B channels) used for voice and user data, and (D channels) used for signaling and transmitting data.

Benchmarking

Set standards from which comparisons, assessments and evaluations are made. Benchmarking refers to the process of measuring products, services, staffing and processes against other companies and organizations for the purpose of identifying areas of improvement and enhancing business operations.

Best Practices

Best practices are a set of guidelines, procedures, or policies that represent the most efficient and effective course of action to achieve an objective.

Big Data

Refers to large-volume data sets that can be analyzed to understand associations, patterns, trends, and behaviors.

Blended Call Center

A call center that handles customer contacts through different communication channels such as emails, texts (SMS), incoming and outgoing calls, and social media.

Blockage

Blockage is a term that describes a situation where the two points of communication are unable to connect due to congested communication channels or busy pathway conditions. This may cause additional incoming contacts to be blocked.

Blocked Call

A call that cannot be connected because of a busy pathway condition.

BPO

See Business Process Outsourcing

Brand Loyalty

Refers to a customer's continued patronage, it exhibits their confidence, commitment and favorable inclination to frequently purchase from a particular brand or company over time.

Brand Passion

Represents a type of consumer-brand relationship, it is a feeling of dedication, enthusiasm and positive attitude that customer service agents or consumers have towards a specific brand.

Brand Reputation

Brand reputation refers to how a brand or company is perceived by customers, stakeholders, and the industry as a whole. Maintaining positive and favorable brand reputation is important for increasing customer loyalty and confidence in the brand.

Brand Specialist

AKA customer service representative (CSR) or agent. A brand specialist is responsible for handling customer inquiries, requests, and complaints through synchronous or asynchronous support channels such as voice, texts (SMS), chat, email, and social media.

BRI

See basic rate interface.

Brick and Mortar

Refers to a copmany's physical facility, storefront, establishment or building that provides services directly to consumers, or indirectly through e-commerce operations. A brick and mortar store has atleast one physical location.

Business Analytics

Refers to the interpretation and practical application of statistical analysis. Business analytics (BA) are technologies and practices used to examine a company's data and performance, to provide actionable recommendations based on insights derived from data. Example applications include predictive analytics for sales projections and staffing requirements, as well as consumer insight analysis to widen their customer base and increase market shares.

Business Continuity Plan

Business Continuity Plan (BCP), AKA disaster recovery plan, is a business process that involves establishing protocols, and creating recovery systems, as well as risk management strategies in case of an emergency or an unplanned disruption in service.

Business Process Outsourcing (BPO)

Business Process Outsourcing (BPO) involves subcontracting specific business processes or tasks to an external service provider.

Business to Business (B2B)

Refers to a form of transaction that is usually done between businesses rather than between a business and an individual customer.

Business to Consumer (B2C)

A term used to describe businesses that provide services directly to consumers.

Busy Study

A telephone study provided by a carrier service provider that reveals the number of calls trying to connect to incoming trunks as well as the number or percentage of failed connection attempts due to inadequate trunk capacity, resulting in a busy tone or signal to the caller.