CSM
Customer Service Management (CSM) is how businesses organize and improve the way they help customers. It covers everything from call centers and help desks to online support tools, making sure customers get fast, reliabl…
FCR
First Call Resolution (FCR): The ability of an IT team to meet a customer’s needs fully the first time they contact them. By measuring the rate of first-call resolutions, IT teams can better understand how quickly…
IVR
An Interactive Voice Response (IVR) system is a pivotal technology in customer service and call center operations. Understanding the IVR meaning involves recognizing it as a system that automates interactions between cal…
QCB
Queue Call Back (QCB) is a significant feature in modern customer service, and understanding the QCB meaning can greatly enhance customer interactions. The QCB meaning centers around providing a more convenient customer …
First Level Resolution (FLR)
First Level Resolution (FLR) is a critical metric used in contact centers to gauge the effectiveness of customer service. The FLR meaning is centered around the percentage measure of success in resolving customer queries…
SLA
A Service Level Agreement (SLA) is a fundamental component in the relationship between a service provider and a client. The SLA meaning centers on its role as a formal commitment that specifies the standards of quality, …
BPO
Business Process Outsourcing (BPO) is the practice of contracting out specific work processes to external service providers. The BPO meaning revolves around companies utilizing external firms to handle non-core tasks, wh…
TCO
Total Cost of Ownership (TCO) is a comprehensive assessment that helps businesses understand the full costs of both in-house operations and outsourcing through BPO (Business Process Outsourcing). This calculation is cruc…
QCB
Queue Call Back: Instead of forcing callers to hold in Queue, Netfor offers Queue Call Back or QCB. This service enables the caller to request and receive an automated call back later when it is more convenient.
FLR
First Level Resolution: First Level Resolution (FLR) is a percentage measure of a contact center’s success rate in answering customer questions at the first time of asking. Netfor works with each client individually to develop Knowledge Articles that directly and positively impact our ability to answer every customer’s question the first time.
SLA
Service Level Agreement: A service-level agreement (SLA) is a commitment between a service provider and a client. The SLA defines particular aspects of the service – such as quality, availability, and responsibilities – that the provider will deliver as agreed upon in the contract. Netfor uses SLAs to align with our client’s expectations from the beginning and ensure that we continue to meet those expectations in the future. We also think of the SLA as a framework of understanding that no process is perfect, but it can serve as a roadmap to what great looks like.
BPO
Business Process Outsourcing: The outsourcing of processes that are not considered core competencies of a business focused on improving a product or service. When a company is dedicated to business-critical tasks, it is no longer distracted by nonessential functions that hinder competition or innovation. Whether handling customer calls or determining the best way to ship parts to Atlanta, outsourcing business processes to specialists can deliver cost savings and unleash the potential within a company.
TCO
Total Cost of Ownership: An unbiased calculation that compares the cost of hiring, training, and managing an in-house team to a Netfor outsourced team performing the same functions. Typically, clients decide to outsource more tasks to Netfor because it means greater cost savings, a more efficient workplace, and fewer headaches.