IVR
An Interactive Voice Response (IVR) system is a technology that enables automated communication between a computerized system and callers via voice commands or touch-tone keypad inputs. It is commonly used in customer se...
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 individuall...
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 ...
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 ...
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...