Outsourcing Glossary

Asynchronous Messaging

Asynchronous Messaging is a method of communication in which a message is placed in a queue and does not require an immediate response to move forward with processing.

Artificial Intelligence (AI)

Artificial Intelligence (AI) is the capacity of a computer to perform operations like learning and decision making.

Agent

An Agent is a customer experience representative who manages customer inquiries via various support channels.

Business Process Outsourcing

Business Process Outsourcing (BPO) involves contracting the operations and responsibilities for a specific business process to a third-party service provider.

Back Office Support

Back Office Support roles enhance customer experience but do not directly relate to customer support.

Customer Support

Customer Support is a service that ensures a customer’s satisfaction with a company, by resolving miscellaneous customer challenges, questions and concerns relating to a product or service.

Customer Satisfaction Rating

A Customer Satisfaction Rating (CSAT) is a metric that indicated the success or failure of a company’s Customer Relationship Management program.

Customer Relationship Management

Customer Relationship Management (CRM) is a tool used by companies to store and monitor customer information, in order to track each customer’s interactions and relationship with a company.

Customer Life-Cycle Management

Customer Life-Cycle Management is the management of the Customer Experience (CX) relationship between the company and each customer.

Customer Life-Cycle Management

Customer Life-Cycle Management is the management of the Customer Experience (CX) relationship between the company and each customer.

Customer Experience (CX)

Customer Experience (CX) is the average of a customer’s overall experience with a company.

Customer Effort Score (CES)

Customer Effort Score (CES) is a new metric which measures a customer’s effort to interact with a company.

Customer Care

Customer care is the process of ensuring customer satisfaction based on positive interactions with a business.

Customer Effort Score (CES)

Culture (AKA organizational culture or company culture) is the combination of experiences, behaviors and values that contribute to a company’s social standards, environment and business practices.

COPC Certification

A COPC (Customer Operations Performance Centre) Certification is an internationally used designation to measure and improve operational activities that support the customer experience against industry-proven best practices.

Content Moderation

Content Moderation involves monitoring user-generated submissions to keep them within reasonable and proper limits, according to predetermined rules.

Community Forum

A Community Forum is a website, section of a website, or online discussion group used for public discussion of certain topics, where users can submit or read messages. Users can participate in community forums to debate, share knowledge and communicate with others on specific topics.

Chat Support

Chat support is one type of synchronous messaging that often appears on a company’s website or application as a pop-up dialogue box.

Domestic Outsourcing

Domestic Outsourcing is the process of utilizing a third party vendor to perform services in the same country as the purchasing business.

Domestic Outsourcing

Domestic Outsourcing is the process of utilizing a third party vendor to perform services in the same country as the purchasing business.

Data Warehouse

A Data Warehouse is where a business stores, organizes and manages their electronic information.

Entrepreneur

An Entrepreneur is a founder who assumes the initiative and risk required to start a business venture.

Employee Satisfaction (ESAT)

Employee Satisfaction (ESAT) is a method of measuring employees’ happiness with their job and the organization

Email Support

Email Support is an asynchronous communication channel used to resolve customer questions, challenges and concerns about a product or service.

Full-Time Employee (FTE)

A full-time employee is a team member whose combined work hours in a week equal the total number of hours required by the business to be considered full-time.

First Contact Resolution

First Contact Resolution (FCR) occurs when a customer’s questions and concerns are completely addressed during their first instance of contact and no future follow-ups are required.

Gamification

Gamification is the process of turning an activity, task, or project into something resembling a game.

Hypergrowth

Hypergrowth is a term from The Harvard Business Review to refer to the steep part of the S-curve experienced by most markets where the winners get sorted from the losers.

Interactive Voice Response (IVR)

Interactive Voice Response (IVR) is a technology that combines user-generated touch tone and voice inputs, cross-references them with the business’s databases and then returns the appropriate information to the customer on the telephone.

In-App Support

In-App Support is a method of delivery of communication where the user will receive a response from the business within the current communication channel.

Knowledge Base

A Knowledge Base (AKA Knowledge Management System or KMS) is a tool that contains a business’s information for users to utilize to retrieve information to answer their questions.

Learning Management System (LMS)

A Learning Management System (LMS) is a type of software that contains educational tools to facilitate learning, either online or offline.

Multi-Channel Support

Multi-Channel Support is the business usage or two or more unique support channels used to communicate with customers.

Net Promoter Score (NPS)

The Net Promoter Score (NPS) is a metric for tracking customer satisfaction, utilizing the categories of promoters, passives, and detractors to categorize customers. Promoters are a company’s dedicated and repeat customers who recommend your products and services. Passives are satisfied customers that are lacking in loyalty or enthusiasm and could switch to a competitor. Detractors are those customers who are unsatisfied with your company.

Nearshore Outsourcing

Nearshore Outsourcing is the business practice of hiring a third party supplier to complete work in a country that is geographically near to the hiring company’s location.

Nearshore Outsourcing

Outsourcing is a practice of using third-party suppliers to perform aspects of the business that would otherwise be performed in house. This allows the business to focus, scale, become more efficient and competitive and reduce costs.

Operations Managers

Operations Managers (OMs) are leaders that support and manage operational teams.

Onshore Outsourcing

Onshore Outsourcing is the hiring of a third party supplier to perform services in the same country as the hiring business, AKA domestic outsourcing.

Omnichannel Support

Omnichannel Support is a business engagement strategy that utilizes multiple channels of support to communicate with customers.

Offshore Outsourcing

Offshore outsourcing is the business practice of hiring a third party supplier to perform services in another country.

PCI Compliance

PCI Compliance (Payment Card Industry Compliance) is a security process designed to ensure that all companies that handle credit card information keep that information secure.

Queue Management

Queue Management is the optimization of queues to improve customer response time and team efficiency.

Quarterly Business Review (QBR)

Quarterly Business Review (QBR) is a detailed analysis based on a quarterly time frame.

Resolution Time

Resolution Time is the time needed for a Ninja to resolve a customer inquiry.

Support Ticket

A support ticket is a service request received via a ticketing system from a customer, such as an email.

Support Channel

A Support Channel is a communication channel utilized by a business to interact with customers.

Startup

A startup is a new business venture.

Social Media Support

Social media support is an asynchronous communication channel on social media platforms to resolve customer inquiries.

SMS Support

SMS Support (Short Message Service Support) is a form of asynchronous communication involving short messages of text.

Service Level Agreement (SLA)

A Service Level Agreement (SLA) is an agreement that spells out the level of service between a provider and a customer.

Self Service Portal

A self-service portal is a website page that allows customers to complete transactions without a customer service representative.

Transformational Growth

Transformational Growth is a reorientation of a business that results in significant organizational changes.

Time To First Response

Time to First Response is a measurement for the time between a customer’s first inquiry and the initial response from a company.

Ticketing Systems

A Ticketing System is a form of a technology that receives a service request from a customer and sends a service ticket after submission as a reference for the submission.

Team Leaders

A team leader (TL) is a supervisor that manages a team and reports to an operations manager.

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