BPO terms

1. The practice of hiring third-party companies in a foreign country to handle business processes or services to reduce costs.
4. The part of a company that deals directly with customers, including sales, customer service, and support.
5. Agents who handle both inbound and outbound calls, providing versatility in customer service.
6. The set of polite and professional behaviors used when speaking on the phone, especially in customer service.
8. A centralized office that handles customer communication through various channels, including phone, email, and chat.
10. Quantitative measures used to assess the performance, efficiency, and effectiveness of business processes.
15. Technical assistance provided to customers to resolve hardware or software issues.
18. The practice of hiring third-party companies in a foreign country to handle business processes or services to reduce costs.
21. A service that provides technical support and troubleshooting assistance for customers.
22. The administrative functions of a company that do not involve direct interaction with customers, such as data entry and billing.
26. The busiest time periods when call volume or customer inquiries are at their highest.
27. The structured process or sequence followed during a call to ensure effective communication and resolution.
28. Calls received by a contact center from customers seeking assistance or information.

2. Calls made by a contact center to customers, often for sales, surveys, or follow-ups.
3. The practice of observing and analyzing agents' screens to ensure compliance and efficiency.
7. Telephone devices used by agents to communicate with customers.
9. The study of designing workspaces and tools to reduce physical strain and improve comfort and efficiency.
11. Pre-written dialogues that agents use to ensure consistency and professionalism during customer interactions.
12. A cloud-based contact center where agents can work remotely while handling customer inquiries.
13. The practice of promoting additional products or services to existing customers during interactions.
14. specific metrics used to measure the success of a company’s objectives.
16. an individual who assists customers with inquiries, complaints, or support.
17. Times when customer inquiries and call volumes are lower than usual.
19. The practice of hiring third-party companies to perform business processes or services.
20. The busiest time periods when call volume or customer inquiries are at their highest.
23. The ability of a company to keep its customers over time, often measured as a rate.
24. A device with headphones and a microphone used by agents to communicate hands-free with customers.
25. The process of providing feedback and guidance to agents to improve their performance.