CALL CENTER TERMINOLOGY

Dictionary of business process outsourcing, contact center, call center, and customer experience terms and abbreviations

The contact center industry spans every stage of the customer lifecycles and the terminology, acronyms, and abbreviations utilized to develop documentation and reporting on key performance indicators (KPI’s) is extensive.  Below is a glossary of terms, acronyms, and abbreviations frequently referenced when discussing call center business process outsourcing and customer contact strategy.

CALL CENTER DICTIONARY 

TERMS, DEFINITIONS, ABBREVIATIONS, AND ACRONYMS 

Common terminology used in business process outsourcing.  Includes terms relative to inbound customer service, outbound sales, omnichannel support, back-office, customer relationship management, customer experience, and contact center technology. 

SOURCES

WhatIs.com, Tech Target, 2018, whatis.techtarget.com/.

Investopedia, 2018, www.investopedia.com/.

Techopedia.com, 2018, www.techopedia.com/.

BusinessDictionary.com, 2018, www.businessdictionary.com/.

ContactCenterWorld.com, 2018, www.contactcenterworld.com/.

The Five Generations of Computers – Webopedia Reference, 2018, www.webopedia.com/.

Answering Legal, 2018, www.answeringlegal.com/.

Bolander, Jarie. “6 Steps to Closing The Loop.” The Daily MBA, 27 Feb. 2010, www.thedailymba.com/2010/02/27/6-steps-to-closing-the-loop/.

AnswerFirst, 2018, answerfirst.com/.

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ABOUT MASS MARKETS

Mass Markets is a leading business process outsourcing provider of inbound and outbound call center services.  Named to the Inc. 5000 list of fasted growing companies 9x, the company provides inbound customer service, outbound telesales, chat, back-office, cloud contact center software, programming and integration services, and digital customer relationship management support to businesses outsourcing B2B, B2C, and digital customer experience solutions.  An established contact center provider, Mass Markets represents a diverse portfolio of clients from the Fortune 100 to emerging start-ups with experience spanning a wide range of industries and customer interactions.

Founded in 2003 as TMone, Mass Markets has grown to over 1,400 employees, all passionately representing our company and our clients.  The Mass Markets mission has always been to create a brand that customers trust and employees are proud of by setting the bar high impact customer interactions and fueling growth through superior performance for its customers.  Our best-in-class leadership has a record of accelerating results by providing responsive, agile and compliant business process outsourcing services that create speed, performance and cost advantages for our clients.

Headquartered in Iowa City, IA, Mass Markets has offices across the United States.  For more information about Mass Markets, our services, leadership, careers, and leading customer experience solutions visit our website at www.massmarkets.com or call (866) 577-2461.

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Contact Center Terminology
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Contact Center Terminology
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Utilize the Mass Markets contact center dictionary to research frequently used call center terms, acronyms, and abbreviations. A comprehensive lexicon of contact center terms provided by Mass Markets, a leading US based business process outsourcing provider.
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Mass Markets
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