Explore key terms and concepts that shape the BPO industry. From CX and tech support to back office and QA, this glossary helps you better understand how OP360 delivers smarter, people-first solutions across every touchpoint.
Agent Utilization
Average Handle Time (AHT)
Attrition
Back Office Support
Business Process Outsourcing (BPO)
Call Quality Monitoring
Chat Support
Contact Center
Customer Experience (CX)
Customer Satisfaction Score (CSAT)
Digital CX
Escalation Management
First Call Resolution (FCR)
Help Desk
Information Technology Outsourcing (ITO)
Key Performance Indicator (KPI)
Knowledge Process Outsourcing (KPO)
Multilingual Support
Nearshoring
Nesting
Net Promoter Score (NPS)
Offshoring
Omnichannel Support
Outsourcing
Quality Assurance (QA)
Service Level Agreement (SLA)
Speech Analytics
Tier 1 Support
Tier 2 Support
Workforce Management (WFM)
