Glossary

Glossary

From BPO to AHT to phygital (physical + digital!), outsourcing has its own lexicon. Check out our glossary to learn about the terms we use, and what they mean.

Artificial intelligence (AI)

Artificial intelligence (AI) is the simulation of human cognition, like visual perception, speech and face recognition, translating, decision-making and problem-solving, [...]

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Average handle time (AHT)

Average handle time (AHT) refers to the total amount of time every contact centre agent spends in conversation with each [...]

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Back office

The back office refers to all business functions and departments within an organisation that unlike say sales or marketing, are [...]

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Big data

Big data refers to new ways and approaches to dealing with, processing and gaining insights from data sets that are [...]

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Business process outsourcing (BPO)

Business Process Outsourcing (BPO) is a business practice that involves contracting of the operations and responsibilities of a specific business [...]

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Call centre

The call centre, which traditionally served as the physical hub for responding to telephone calls from customers requiring help, assistance [...]

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Chatbot

A chatbot is a software application that runs an automated task – usually over the internet. Therefore, in its most [...]

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Community management

Community management is the practice of developing a brand's online community, managing the engagement and activity with its audience to [...]

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Customer effort score (CES)

A Customer Effort Score (CES) survey is used to gauge how easy or difficult it is for a customer to [...]

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Customer experience

Customer Experience, usually abbreviated to CX, is a customer’s perception of and feelings towards a brand as they navigate the [...]

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Customer journey

The customer journey is the path a person follows from being unaware of an organization to becoming first a customer [...]

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Customer journey mapping

Customer journey mapping is a way of seeing every interaction a customer has with your company and understanding if that [...]

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Customer lifecycle management

Customer lifecycle management is the act of measuring how effective your organization is at moving the customer from touch point [...]

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Customer relationship management platform

Customer Relationship Management or CRM is a tool that companies use to track customer data and interactions. A CRM platform [...]

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Customer satisfaction score (CSAT)

A Customer Satisfaction Score (CSAT) survey is the simplest way of gauging what your customers think about any interaction, across [...]

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Customer service agent

A customer service agent, or a customer service representative, is the individual who supports a brand's customers via phone, chat, [...]

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Disruptor

If a company is considered a disruptor or as being disruptive, it has found an innovative way of doing business [...]

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Dragon

According to entrepreneur, analyst, public speaker and best-selling author Daniel Newman, a dragon is a company that, thanks to its [...]

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First contact resolution

First call or first contact resolution (FCR) is a contact center’s ability to solve a customer’s problem at the first [...]

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GDPR

The GDPR or General Data Protection Regulation is a legal framework that harmonizes the rules surrounding how European residents’ data [...]

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Interactive voice response (IVR)

Working via telephone keypad inputs or a customer’s vocal commands, Interactive Voice Response (IVR) is a technology used in contact [...]

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Internet of things (IoT)

The Internet of Things (IoT) is the network created by connecting potentially any electronic device, from motion sensors to coffee [...]

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Key performance indicator (KPI)

A Key Performance Indicator (KPI) is a well-defined and quantifiable way of understanding how close an individual, a department or [...]

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Knowledge base

A knowledge base is a self-service repository or library of information used to store retrievable information about a product, service [...]

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Learning management system

A Learning Management System (LMS) is a digital platform built for delivering education or training in a scholastic or corporate [...]

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Massive open online course (MOOC)

A Massive Open Online Course (MOOC) is a web-based education or training portal. As well as being simple to access- [...]

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Moment of truth

Generally speaking, a moment of truth is any interaction a customer has with a brand where that customer forms or [...]

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Nearshore outsourcing

To Nearshore is to outsource one or more of a client organisation’s activities, processes or services to another country, usually [...]

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Net promoter score (NPS)

A Net Promoter Score (NPS) is a measure of how likely or unlikely a customer is to recommend your organisation. [...]

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NPS survey

NPS surveys are used to generate NPS scores, the measure of how likely or unlikely customers are to recommend your [...]

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Offshore outsourcing

In the world of Business Process Outsourcing (BPO) to offshore means to move one or more of a client organisation’s [...]

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Omnichannel

Omnichannel means all channels of communication working together to provide a consistent, unified customer experience. It’s an approach to customer [...]

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Online community

An online community is a group of users who interact virtually to share knowledge, have discussions and communicate with others [...]

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Onshore outsourcing

Onshore outsourcing is when an organisation moves one or more of its services or processes to another company whose premises [...]

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PCI Compliance

If you accept, process, store or transmit credit, debit or prepaid card information, you must be Payment Card Industry Data [...]

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Phygital retail

Phygital is the term coined to describe the emerging approach to retail that’s geared to meeting or surpassing customers’ expectations [...]

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Robotic process automation (RPA)

RPA, or Robotic Process Automation is using a piece of trained software or ‘bot’ to perform a high-volume, repetitive digital [...]

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Self-service portal

A self-service portal is hosted on a website and is designed to enable customers to complete a number of tasks [...]

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Service level agreement

A key element of an outsourcing agreement, a Service Level Agreement (SLA) defines what is being undertaken and the required [...]

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Speech analytics

Speech analytics is turning calls made into a contact centre into actionable data which can provide a host of insights. [...]

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Structured data

If data is structured, it is in a format that is simple to process, digest, search or analyze. Therefore, any [...]

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Ticketing system

A ticketing system is the most effective means of tracking a customer’s issue and ensuring it is properly resolved. When [...]

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Unicorn

A unicorn is a startup company that through private investment alone is valued at over $1 billion. The woman who [...]

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Unstructured data

If data isn’t in a predefined uniform format or entered in to set fields, it is considered unstructured data. Emails, [...]

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Visual interactive voice response (Visual IVR)

Visual Interactive Voice Response (Visual IVR) is a technology used in contact centres that makes it easier to understand exactly [...]

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Voicebot

A voicebot enables its user to interact with a device or a service simply by speaking. Powered by artificial intelligence [...]

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