Glossary

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...

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...

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) 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...

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, ...

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...

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...