GLOSSARY

Explore key terms and concepts that shape the BPO industry. From CX and tech support to back office and QA, this glossary helps you better understand how OP360 delivers smarter, people-first solutions across every touchpoint.

A

Agent Utilization

Average Handle Time (AHT)

Attrition

B

Back Office Support

Business Process Outsourcing (BPO)

C

Call Quality Monitoring

Chat Support

Contact Center

Customer Experience (CX)

Customer Satisfaction Score (CSAT)

D

Digital CX

E

Escalation Management

F

First Call Resolution (FCR)

H

Help Desk

I

Information Technology Outsourcing (ITO)

K

Key Performance Indicator (KPI)

Knowledge Process Outsourcing (KPO)

M

Multilingual Support

N

Nearshoring

Nesting

Net Promoter Score (NPS)

O

Offshoring

Omnichannel Support

Outsourcing

Q

Quality Assurance (QA)

S

Service Level Agreement (SLA)

Speech Analytics

T

Tier 1 Support

Tier 2 Support

W

Workforce Management (WFM)

The Ultimate Guide to Elevating Your Customer Experience

Discover how the powerful blend of AI and human expertise revolutionizes engagement, boosts revenue, and keeps you steps ahead of the competition.

The Ultimate Guide to Elevating Your Customer Experience

Discover how the powerful blend of AI and human expertise revolutionizes engagement, boosts revenue, and keeps you steps ahead of the competition. Download it now!