Call center acronyms and definitions: The ultimate list
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Call center acronyms you need to know
Below is a list of the most common call center acronyms along with their definition. From cloud contact 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.
Call center acronyms and definitions:
A – Call center acronyms starting with A
ACD – Automatic Call Distributor
Automatic Call Distributor (ACD) is a telephony software system that answers incoming calls and routes them to a specific agent or department within a company.
ACW – After Call Work
After-Call-Work (ACW) is the average amount of time an agent takes to wrap-up a call.
AHT – Average Handle Time
Average Handle Time (AHT) is the average duration of an interaction between a customer service agent and customer.
ANI – Automatic Number Identification
Automatic Number Identification (ANI) is a telephony software system that allows the receiver of a phone call to capture and display the phone number of the phone that originated the call.
API – Application Program Interface
Application Program Interface (API) is 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.
ASA – Average Speed of Answer
Average Speed of Answer (ASA) is the average number of seconds it takes for a call to be answered.
ASP – Application Service Provider
An Application Service Provider (ASP) is a company that provides software applications to customers over the Internet, otherwise known as “software as a service” (SaaS).
ASR – Automatic Speech Recognition
Automatic Speech Recognition (ASR) is technology that allows human beings to use their voices to speak with a computer interface in a conversational way.
ATA – Average Time of Abandonment
Average Time of Abandonment (ATA) is the average length of time that a caller will stay in a queue before they hang up the call.
B – Call center acronyms starting with B
BPO – Business Process Outsourcing
Business Process Outsourcing (BPO) is outsourcing some aspect of your business’s operations to a third-party vendor or service provider.
BC/DR – Business Continuity/Disaster Recovery
Business Continuity and Disaster Recovery (BC/DR) are plans and practices put into place that support an organization’s ability to stay operational after an adverse event.
BCP – Business Continuity Planning
Business Continuity Planning (BCP) is planning for all possible scenarios to ensure your call center can continue in the midst of an unexpected issue or event.
BI – Business Intelligence
Business intelligence (BI) 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.
BIC – Best-in-Class
Best-in-Class (BIC) is something that has been designated by management as the preferred solution, standard, etc.
C – Call center acronyms starting with C
CCR – Customer Controlled Routing
Customer Controlled Routing (CCR) is the process of customizing customer experience by routing incoming calls to specific agents trained to address the customer’s specific issue.
CDR – Call Detail Record
Call Detail Record (CDR) 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.
CED – Caller Entered Digits
Caller Entered Digits (CED) are any digits callers enter using their telephone keypads.
CEM – Customer Experience Management
Customer experience management (CEM) is the practice of designing and reacting to customer interactions to meet or exceed their expectations, leading to greater customer satisfaction, loyalty and advocacy.
CIS – Customer Information System
Customer Information System (CIS) is the system containing all data pertaining to all customer premises, including addresses, billing determinants and historical data.
CLI – Calling Line Identity
Calling Line Identity (CLI) is essentially caller ID. It allows the person receiving the call to see the caller’s number.
CMS – Call Management System
Call Management System (CMS) is a software product for organizations that receive a large volume of telephone calls. Features often include collecting call-traffic data, creating management reports and providing an administrative interface.
Customer Relationship Management (CRM) is all techniques, tools, and technologies used by organizations for developing, retaining and acquiring customers.
CSAT – Customer Satisfaction
Customer Satisfaction (CSAT) is a score that indicates how satisfied a customer is with a specific product, transaction, or interaction with a company. The term “CSAT” is most often used in the context of a “CSAT score,” which describes a numerical measure of customer satisfaction.
CSR – Customer Service Representative
Customer Service Representative (CSR) is anyone who interacts with customers. They handle complaints, process orders, and provide information about an organization’s products and services.
Computer Telephony Integration (CTI) is used by call centers handling a large number of incoming calls. CTI uses computers to manage all telephone calls allowing for increased efficiency and better results.
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D – Call center acronyms starting with D
DID – Direct Inward Dialing
Direct Inward Dialing (DID) 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.
DNIS – Dialed Number Identification Service
Dialed Number Identification Service (DNIS) identifies the originally dialed telephone number of an inbound call.
DSL – Digital Subscriber Line
Digital Subscriber Line (DSL) uses existing telephone lines to transport high-bandwidth data, such as multimedia and video, to service subscribers.
E – Call center acronyms starting with E
EAI – Enterprise Application Integration
Enterprise Application Integration (EAI) is the use of software and computer systems’ architectural principles to integrate a set of enterprise computer applications.
ERMS – Email Response Management System
Email Response Management System (ERMS) is a set of programs that automatically handles email messages and attachments according to user-defined rules.
ERP – Enterprise Resource Planning
Enterprise resource planning (ERP) is the integrated management of call center business processes, often in real time and mediated by software and technology.
EWT – Expected Wait Time
Expected Wait Time (EWT) is the predicted amount of time an interaction has to wait in a queue before being answered.
F – Call center acronyms starting with F
FCR – First Call Resolution
First Call Resolution (FCR) is resolving a customer problem, question or need the first time they call, with no follow-up required.
FCRR – First Call Resolution Rate
First Call Resolution Rate (FCRR) 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.
FTE – Full Time Equivalent
Full Time Equivalent (FTE) 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, FTE may consist of several part-time individuals whose combined work hours in a week equal the full-time person.
G – Call center acronyms starting with G
GOS – Grade of Service
Grade of Service (GOS) is a metric that measures the percentage of calls or customer interactions answered within a given time period. It’s typically used to help call centers determine the amount of staff they need to provide an exceptional level of service.
I – Call center acronyms starting with I
INS – Intelligent Network Service
Intelligent Network Service (INS) helps to distribute calls to multiple destinations present in a virtual call center network.
ISDN – Integrated Services Digital Network
Integrated Services Digital Network (ISDN) is a circuit-switched telephone network system that provides access to packet switched networks that allows digital tran