BPO Glossary & Vocabulary
Browse our comprehensive index of BPO metrics, compliance standards, and operational terms to align your service targets.
AHT (Average Handle Time)
The average duration of a customer support call or chat session, including hold times and administrative work.
View Definition →AI-Triage
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →API-Integration
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →ARR
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →AccountsPayable
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →AccountsReceivable
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →AddressVerification
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →AgentCopilot
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →AnalyticsEngine
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →AnswerRate
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →Attrition
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →AuditTrail
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →AutomatedTranscription
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →B2B-LeadGen
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →B2C-Support
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →BANT
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →BI-Portal
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →BPO (Business Process Outsourcing)
Outsourcing routine operations (like customer support, data entry, or sales) to a specialized partner.
View Definition →BackOfficeSupport
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →BillingSupport
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →BookingSupport
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →CAC
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →CAPA
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →CAPA-Audit
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →CRM (Customer Relationship Management)
Software databases used to manage client contacts, interaction logs, and pipeline details.
View Definition →CRM-Routing
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →CSAT (Customer Satisfaction Score)
A primary service metric measuring how satisfied customers are with a specific transaction, support interaction, or product purchase.
View Definition →CSAT-Score
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →CallDistribution
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →CallRecording
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →CartAbandonment
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →ChatbotTriage
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →Churn
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →ClaimsProcessing
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →CleanDesk
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →CollectionsSupport
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →ConciergeSupport
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →ContactRate
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →ContinuousOptimization
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →ConversionRate
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →DailyReporting
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →Dashboard
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →DataPrivacy
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →DatabaseManagement
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →Deduplication
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →Dialer
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →Enrichment
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →Escalation
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →FCR (First Contact Resolution)
The percentage of customer support requests resolved on the very first contact, without follow-ups.
View Definition →FCR-Rate
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →FTE
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →FirstResponseTime
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →GDPR
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →HIPAA
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →Helpdesk
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →ISO27001
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →IVR
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →IdentityValidation
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →InvoiceMatching
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →KPO (Knowledge Process Outsourcing)
Outsourcing complex, information-heavy business tasks (such as credit analysis, research, or auditing).
View Definition →KYC (Know Your Customer)
A mandatory verification process to verify the identity and address credentials of customers.
View Definition →L1Support
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →L2Support
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →LTV
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →LeadScoring
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →MBR
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →MRR
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →ManagedServices
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →Multilingual
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →NCPR
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →NDNC
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →NPS (Net Promoter Score)
A metrics index evaluating customer loyalty and their likelihood to recommend a company to others (scored -100 to +100).
View Definition →NPS-Index
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →Nearshoring
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →OccupancyRate
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →Offshoring
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →Omnichannel
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →Onboarding
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →Onshoring
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →Outsourcing
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →PCI-DSS
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →PilotPhase
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →PredictiveDialer
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →ProcessAutomation
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →QBR
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →RecordVerification
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →RefundManagement
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →Renewals
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →SDR (Sales Development Representative)
A sales specialist focused on prospecting, outbound cold outreach, and scheduling qualified appointments.
View Definition →SLA (Service Level Agreement)
A contract parameter defining the minimum service metrics a vendor must meet (e.g., first response under 15 minutes).
View Definition →SLA-Breach
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →SOC2
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →ScalePhase
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →SentimentAnalysis
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →ShowRate
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →Shrinkage
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →StaffAugmentation
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →SteeringCommittee
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →TRAI
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →TaxFilingSupport
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →TechnicalSupport
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →Telemetry
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →Ticketing
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →Underwriting
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →UtilizationRate
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →VoIP
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →WebhookTrigger
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →WeeklyAlignment
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →ZeroTrust
Operational term defining key metrics, compliance rules, or technologies in BPO operations.
View Definition →