call center acronyms

As a call center manager, it can feel like a neverending struggle to stay on top of call call center acronyms. It becomes like whack-a-mole. Once you’ve learned one call center acronym, another pops up. Each time, you’re left scouring the internet for the meaning of different set of letters. Well, the search ends here!

Below is a list of the most common call center acronyms. From call center software acronyms to telephony and more, this comprehensive list can serve as your go-to source when you are left scratching your head over a collection of letters.

A

  • ACDAutomatic Call Distributor
  • ACWAfter Call Work
  • AHTAverage Handle Time
  • ANI – Automatic Number Identification
  • API – Application Program Interface
  • ASA – Average Speed of Answer
  • ASP – Application Service Provider
  • ASR – Automatic Speech Recognition
  • ATA – Average Time of Abandonment

B

  • BPO – Business Process Outsourcing
  • BC/DR – Business Continuity/Disaster Recovery
  • BCP – Business Continuity Planning
  • BI – Business Intelligence
  • BIC – Best-in-Class

C

  • CC – Call Center
  • CCR – Customer Controlled Routing
  • CDR – Call Detail Recording
  • CED – Caller Entered Digits
  • CEM – Customer Experience Management
  • CIS – Customer Information System
  • CLI – Calling Line Identity
  • CMS – Call Management System
  • CRMCustomer Relationship Management
  • CSR – Customer Service Representative
  • CTIComputer Telephony Integration

D

  • DID – Direct Inward Dialing
  • DNIS – Dialed Number Identification Service
  • DSL – Digital Subscriber Line

E

  • EAI – Enterprise Application Integration
  • ERMS – Email Response Management System
  • ERP – Enterprise Resource Planning
  • EWT – Expected Wait Time

F

G

  • GOS – Grade of Service

I

  • INS – Intelligent Network Service
  • ISDN – Integrated Services Digital Network
  • ISP – Internet Service Provider
  • IVRInteractive Voice Response
  • IXC – Interexchange Carrier

K

L

  • LOA – Least Occupied Agent
  • LAN – Local Area Network

M

  • MIA – Most Idle Agent
  • MMR – Multi Media Routing

N

  • NSP – Network Service Provider

O

  • OAM – Operations, Administration and Maintenance
  • OJT – On the Job Training
  • OPA – Off Phone Activity
  • OSI – Open System Interconnector

P

  • PABX – Private Automatic Branch Exchange
  • PBX – Private Branch Exchange
  • PCP – Post Call ProcessingPDA – Personal Digital Assistant
  • PSTN – Public Switched Telephone Network

Q

R

  • RFI – Request for Information
  • RFP – Request for Proposal
  • RNA – Ring No Answer
  • ROI – Return on Investment

S

  • SaaS – Software as a Service
  • SA – Speech Analytics
  • SBRSkill-Based Routing
  • SFA – Salesforce Automation
  • SIP – Session Initiation Protocol
  • SLService Level
  • SLA Service Level Agreement

T

  • TAPI – Telephony Applications Programming Interface
  • TCO – Total Cost of Ownership
  • TTS – Text to Speech

U

  • UC – Unified Communications
  • UCD – Uniform Call Distributor

V

  • VoIP – Voice Over Internet Protocol
  • VPN – Virtual Private Network
  • VRU – Voice Response Unit

W

  • WAN – Wide Area Network
  • WFM – Workforce Management
  • WFO – Workforce Optimization

There you have it! Our comprehensive list of call center acronyms. Now you’ll have a reference when that next call center acronym comes your way.

If you are interested in the meaning of some of these acronyms, check out our blog for more information. If this post made you realize you are missing out on some key call center software features or functionality, click the button below for a live demo of the world’s leading cloud-based call center software solution.