20 Call Center Terms Every BPO Newbie Should Know

Starting a career in the BPO industry can feel overwhelming. Recruiters, trainers, and team leaders may use call center terms you've never heard before.

Learning common call center terms can help you understand BPO training. It can also improve communication with your team. It can also help you understand performance metrics.

Whether you're applying for your first BPO job or preparing for training, these terms can help. They can make you feel more confident and prepared.

Watch the Full Video: Top 20 Call Center Terms for Newbies

Watch the full Metacom Careers video below. Learn the top 20 call center terms used in the BPO industry.

Top 20 Must-Know Call Center Terms for Newbies in the BPO Industry | Metacom Careers

Are you new to the call center industry? Then, you've come to the right place.

In this video, we'll explain 20 must-know call center terms. These terms can help every BPO newbie get started.

What Are Call Center Terms?

Call center terms are words, abbreviations, and phrases used in the BPO industry.

Customer service representatives use them every day. Technical support agents also use them. Team leaders, trainers, and other BPO professionals use them too.

These terms are often used when discussing:

Customer interactions
Agent performance
Call handling
Quality assurance
Customer satisfaction
Productivity
Attendance
Scheduling
Training
Operations

For BPO newbies, learning these terms can make training easier. It can also help you understand workplace conversations.

20 Call Center Terms Every BPO Newbie Should Know

1. AHT – Average Handle Time

AHT, or Average Handle Time, measures how long an agent handles a customer interaction.

Depending on the account, AHT may include talk time. It may also include hold time and after-call work.

For example, an AHT of six minutes means interactions take about six minutes on average.

AHT is a common performance metric. Agents should still focus on accurate and effective assistance.

2. ACW – After Call Work

ACW, or After Call Work, refers to tasks completed after a customer interaction.

This may include:

Writing customer notes
Updating an account
Selecting a disposition
Documenting the customer's concern
Completing required documentation

For example, you may need to document an interaction. You would do this before handling your next customer.

3. QA – Quality Assurance

QA, or Quality Assurance, evaluates an agent's performance and customer interactions.

A QA team may review calls, chats, or emails. They check if agents follow required procedures and quality standards.

A quality evaluation may consider:

Accuracy
Communication
Customer experience
Proper verification
Compliance
Resolution
Call handling

Your QA score may be an important performance metric.

4. CSAT – Customer Satisfaction

CSAT, or Customer Satisfaction, measures customer satisfaction with a service.

Customers may complete a survey after an interaction.

For example:

"How satisfied were you with the service you received today?"

The customer's response can affect the CSAT score. It may apply to an agent or the entire team.

5. KPI – Key Performance Indicator

KPI stands for Key Performance Indicator.

KPIs are measurable targets used to evaluate performance.

Common BPO KPIs can include:

AHT
QA score
CSAT
Attendance
Productivity
Service level
Sales conversion

The KPIs you need to meet depend on the company. They can also vary by account and position.

6. SLA – Service Level Agreement

SLA, or Service Level Agreement, refers to an agreed service standard.

In BPO operations, an SLA may cover response times. It may also cover resolution times and service levels.

The exact SLA depends on the client and account.

7. Escalation

An escalation happens when a concern needs additional support.

The issue may go to someone with greater authority or expertise. It may also go to someone with special system access.

For example, a billing concern may need a specialized department.

An escalation does not always mean an agent made a mistake. Some concerns simply need another level of support.

8. FCR – First Call Resolution

FCR, or First Call Resolution, means resolving a concern during the first interaction.

The customer should not need to contact the company again for the same issue.

For example:

Customer calls → Agent resolves the issue → No follow-up required

A strong FCR can show effective customer assistance.

9. Hold Time

Hold time is the time a customer spends waiting while on hold.

Agents may place customers on hold when they need to:

Check account information
Research an issue
Contact another department
Review available solutions
Verify information

Good communication is important when placing a customer on hold.

10. Transfer

A transfer occurs when an interaction moves to another agent or department.

For example, a customer may contact general customer service. They may then need technical support.

Agents should explain the transfer when appropriate. They should also provide the receiving team with needed information.

11. Disposition

A disposition is the outcome recorded after a customer interaction.

It helps companies track what happened during an interaction.

Possible dispositions may include:

Resolved
Transferred
Callback requested
Information provided
Sale completed
Customer disconnected

Available dispositions depend on the company and account.

12. Occupancy

Occupancy refers to how much of an agent's available time is spent working.

This can include handling customer interactions and related work.

It helps workforce management teams understand staffing capacity.

Occupancy is important when companies plan staffing levels. It helps them meet customer demand.

13. Adherence

Schedule adherence measures how closely an employee follows their work schedule.

Your schedule may specify when you should:

Start work
Take breaks
Take lunch
Return from breaks
End your shift

Following your schedule contributes to good adherence.

14. Shrinkage

In workforce management, shrinkage refers to paid time when employees are unavailable for customer interactions.

This can include:

Training
Meetings
Coaching
Breaks
Leave
Other approved activities

Companies consider shrinkage when planning staffing needs.

15. WFM – Workforce Management

WFM, or Workforce Management, helps ensure the right staffing level at the right time.

WFM teams may handle:

Forecasting
Scheduling
Staffing
Schedule adherence
Intraday management
Capacity planning

If you've wondered how BPO schedules are planned, WFM may be involved.

16. BPO – Business Process Outsourcing

BPO stands for Business Process Outsourcing.

It refers to outsourcing business processes or services to another organization.

BPO services can include:

Customer service
Technical support
Sales
Back-office operations
Healthcare support
Financial services
Travel support

The BPO industry offers opportunities for people with different backgrounds. Skills and experience can also vary by role.

17. Voice Account

A voice account is a BPO account where agents mainly communicate by phone.

Voice agents may handle:

Customer service
Technical support
Sales
Billing
Account concerns
Reservations

Strong communication and active listening are important. Problem-solving skills are also valuable.

18. Non-Voice Account

A non-voice account usually does not require phone calls.

Depending on the account, agents may handle:

Email
Chat
Tickets
Back-office tasks
Data processing
Written customer support

The exact responsibilities vary by company and account.

19. Nesting

Nesting is the stage between formal training and production.

During nesting, new agents begin handling real customer interactions. They still receive additional guidance and support.

Nesting lets new hires apply what they learned during training.

For many BPO newbies, it is an important transition. It prepares them for full production.

20. Production

Production is the stage when an agent performs regular operational duties.

After hiring, training, and nesting, an agent may be endorsed to production.

Once in production, agents are expected to meet account standards. They are also expected to meet their required KPIs.

Why Should BPO Newbies Learn Call Center Terms?

Learning call center terms is not just about memorizing abbreviations.

These terms can help you feel more comfortable during training. They can also help once you start working.

Understand Your Training

When trainers mention AHT, QA, CSAT, FCR, or ACW, you'll know what they mean.

Understand Your Performance

Team leaders may discuss performance using BPO-specific metrics.

Knowing these terms can make coaching sessions easier to understand.

Communicate With Your Team

BPO operations use industry-specific terms every day.

Knowing these terms can make workplace communication easier.

Feel More Prepared

Unfamiliar terms can make the BPO industry feel intimidating.

Learning the basics can help first-time applicants feel more prepared.

Frequently Asked Questions About Call Center Terms

What Are the Most Common Call Center Terms?

Common terms include AHT, ACW, QA, CSAT, KPI, FCR, SLA, WFM, adherence, escalation, disposition, and occupancy.

The terms you encounter depend on your account and position.

What Does AHT Mean in a Call Center?

AHT means Average Handle Time.

It measures the average time an agent spends handling a customer interaction.

This may include talk time, hold time, and after-call work.

What Does QA Mean in BPO?

QA means Quality Assurance.

It refers to evaluating customer interactions and agent performance against quality standards.

What Does KPI Mean in a Call Center?

KPI means Key Performance Indicator.

It refers to measurable targets used to evaluate an agent's or team's performance.

What Is FCR in a Call Center?

FCR means First Call Resolution.

It measures whether a customer's concern is resolved during the first interaction.

The customer should not need another contact for the same issue.

What Is Nesting in BPO?

Nesting is the transition period between training and production.

New agents begin handling actual customer interactions during this stage. They also receive additional guidance.

Do I Need to Know Call Center Terms Before Applying?

No. You don't need to memorize every call center term before applying for a BPO job.

However, understanding common terms can help you prepare.

They can be useful during interviews, training, and your first days at work.

Preparing for Your First BPO Job

Knowing common call center terms is only one part of preparing for a BPO career.

You should also prepare for common interview questions. Practice your communication skills. Learn about the position and account.

If you're looking for BPO opportunities, explore Metacom Careers. Find a role that matches your skills and career goals.

Explore More BPO Career Opportunities

Looking for other BPO jobs? Check out these hiring opportunities from Metacom Careers:

For more opportunities, visit the Metacom Careers Page and check the latest openings.

Follow Metacom Careers on YouTube

Want to learn more about BPO careers and call center accounts?

Follow the Metacom Careers YouTube Channel.

You'll find helpful videos about BPO jobs, interviews, accounts, and workplace tips.

These videos can help job seekers better understand the BPO industry.

Start Your BPO Career With Metacom

Ready to take the next step in your BPO career?

Check the latest openings on the Metacom Career Page.

Find an opportunity that fits your qualifications and career goals.

Visit our Blog Page for more BPO career tips, interview guides, hiring updates, and helpful resources.