Outsourcing glossary
The most comprehensive list of business process outsourcing related terms and definition
A
-
APEC Services
-
ASEAN Economic Community BPO
-
A.T. Kearney Global Services Location Index
-
Animation Council of the Philippines
-
Asia Pacific BPO
-
ASEAN BPO
-
Argentina Outsourcing
-
Accra Outsourcing
-
Armenia Outsourcing
-
Ahmedabad Outsourcing
-
Automation Outsourcing
-
Artificial Intelligence Outsourcing
-
Architecture Outsourcing
-
Application Services Outsourcing
-
Application Maintenance Outsourcing
-
Application Development Outsourcing
-
Ambient Computing Outsourcing
-
All-in-One Outsourcing
-
Agile Outsourcing
-
Automation Savings Ratio
-
Abandonment Ratio
-
Average Ticket Age
-
Average Time to Fill
-
Average Time on Task
-
Average Tenure
-
Average Speed to Answer
-
Average Speed of Answer
-
Average Sales Cycle Length
-
Average Lifetime Value
-
Average Order Fulfillment Time
-
Average Outbound Calls per Hour
-
Average Resolution Time
-
Average Revenue per User
-
Average Hold Time
-
Average Handle Rate
-
Average Deal Size
-
Average Cost per Hire
-
Average Cost per Contact
-
Activity Based Costing
-
Adherence to Schedule
-
Advertising Cost of Sales
-
Agent Occupancy Rate
-
Answer Rate Percentage
-
Attendance Rate
-
Automation Coverage Rate
-
Average Abandon Time
-
Average Answer Speed
-
Average Call Value
-
Accepted Service Factor
-
AI Washing
-
Accounts payable outsourcing
-
Affordable Care Act (ACA)
-
Agentic AI
-
Asia-Pacific (APAC)
-
Attrition rate
-
AI agent
-
AI Ticket Triage
-
AI Vendor Evaluation
-
AI Readiness Assessment
-
AI Upskilling
-
Agentic Process Automation
-
AI Agent Orchestration
-
AI Copilot
-
AI Service Delivery Model
-
AI Pilot to Production
-
Autonomous Contact Center
-
AI-Augmented BPO
-
AI Data Provenance
-
AI Agent Orchestration
-
Agentic Process Automation
-
AI Hallucination
-
AI Guardrails
-
AI Bias Audit
-
AI Red Teaming
-
AI Observability
-
AI Acceptable Use Policy
-
AI Audit Trail
-
Accounts Receivable Clerk
-
Accounts Payable Clerk
-
Appointment Coordinator
-
Annotation specialist
-
Application support engineer
-
AI trainer
-
AI Operations Manager
-
Association of Outsourcing Professionals of Nigeria (AOPN)
-
AIBEST
-
Association of Business Service Leaders (ABSL)
-
Latin American Association of Services Exporters (ALES)
-
Appreciation
-
Asset Allocation
-
Annualized rate of return
-
Accelerator
-
Angel investor
-
Asian Development Bank (ADB)
-
Association of Southeast Asian Nations (ASEAN)
-
Available State
-
Answer supervision
-
Appointment setting
-
Attendance point system
-
Automatic callback
B
-
BPO ISO Zones
-
BPO Sector India
-
BPO Sector Philippines
-
BOI Registration Philippines
-
BPO Tax Incentives
-
BPO Investment Incentives
-
BPO Growth Mexico
-
BPO Growth Kenya
-
BPO Growth Egypt
-
BPO Growth Poland
-
BPO Growth Colombia
-
BPO Growth Vietnam
-
Barcelona Outsourcing
-
Brazil Outsourcing
-
Buenos Aires Outsourcing
-
Bogota Outsourcing
-
Belarus Outsourcing
-
Budapest Outsourcing
-
Belgrade Outsourcing
-
Bulgaria Outsourcing
-
Bucharest Outsourcing
-
Bangladesh Outsourcing
-
Bandung Outsourcing
-
Bangkok Outsourcing
-
Bangalore Outsourcing
-
Bengaluru Outsourcing
-
Bonifacio Global City BPO
-
Baguio Outsourcing
-
Bacolod Outsourcing
-
Business Intelligence Outsourcing
-
Business Function Outsourcing
-
Build Own Operate
-
Build Operate Transfer Model
-
Build Operate Transfer
-
Blockchain Outsourcing
-
Big Data Outsourcing
-
Best-Shore Outsourcing
-
Banking Outsourcing
-
Back Office Services
-
Back Office Outsourcing
-
Blockage Rate
-
Biostatistician Offshore
-
Build-Operate-Transfer (BOT)
-
BPO Industry Employees Network (BIEN)
-
Banking, Financial Services and Insurance (BFSI)
-
Business Process Management (BPM)
-
Back office
-
Business Process Analyst
-
Business Intelligence Analyst
-
Business analyst
-
Bookkeeping specialist
-
Billing coordinator
-
Back-office specialist
-
Billing analyst
-
Bangladesh Association of Contact Center and Outsourcing (BACCO)
-
BIT Alliance
-
Business Service Center Forum (BSCF)
-
Business Processes Outsourcing Association of Kenya (BPOAK)
-
Board of Trustees
-
Bond
-
BCG Matrix
-
BPO Marketplace
-
Business-Level Strategy
-
Bull market
-
Blue Chip
-
Bear Market
-
Business as usual (BAU)
-
Balanced scorecard
-
Busy hour
-
Business process automation (BPA)
-
Business process improvement
-
Business development representative
-
Bluetooth
-
Business risk
-
Back-end developer
-
Baltic Outsourcing Association (BOA)
-
Bangko Sentral ng Pilipinas
-
Board of Investments (BOI)
-
Business Environment
-
Business Process Enabling South Africa (BPESA)
-
Blended Call Center
-
Business-to-Consumer (B2C)
-
Base Salary per Year
-
Bonus or Incentive Compensation
-
Best Practice
-
Blended Agents
-
Business to Business (B2B) Call Center
-
Benchmarking
-
Budget
-
Business Continuity Plan (BCP)
-
B2B Payment
-
What is business process outsourcing?
-
Build-Operate-Transfer (BOT)
-
Bookkeeping
-
Back Office
C
-
COBIT 2019
-
COBIT 5
-
Contact Center Association of the Philippines
-
Chile Outsourcing
-
Cordoba Outsourcing
-
Cali Outsourcing
-
Colombia Outsourcing
-
Costa Rica Outsourcing
-
Cape Town Outsourcing
-
Casablanca Outsourcing
-
Cairo Outsourcing
-
Czech Republic Outsourcing
-
Cluj-Napoca Outsourcing
-
Colombo Outsourcing
-
Cambodia Outsourcing
-
Chennai Outsourcing
-
Clark Outsourcing
-
Cebu Outsourcing
-
Cybersecurity Outsourcing
-
Custom Software Outsourcing
-
Customer Success Outsourcing
-
Customer Service Outsourcing
-
Customer Experience Outsourcing
-
Creative Services Outsourcing
-
Core Outsourcing
-
Contract Research Outsourcing
-
Contract Manufacturing Outsourcing
-
Contract Lifecycle Outsourcing
-
Contact Center Outsourcing
-
Component Outsourcing
-
Compliance Outsourcing
-
Commercial Outsourcing
-
Collections Outsourcing
-
Collaborative Outsourcing
-
Cloud Managed Services
-
Clinical Outsourcing
-
Client-Owned Outsourcing
-
Claims Outsourcing
-
Chatbot Outsourcing
-
Catalog Outsourcing
-
Captive Shared Services
-
Call Center Outsourcing
-
Customer Onboarding Rate
-
Customer Retention Rate
-
Customer Satisfaction Index
-
Customer Satisfaction Score
-
Conversion Rate Outsourcing
-
Cost of Poor Quality
-
Cost per Acquisition
-
Cost per Hire Outsourcing
-
Cost per Lead
-
Cost per Resolution
-
Critical to Quality
-
Customer Acquisition Cost
-
Customer Churn Rate
-
Customer Health Score
-
Call Arrival Rate
-
Call Completion Rate
-
Call Resolution Rate
-
Case Volume
-
Close Rate
-
Contact Abandonment Rate
-
Contact Quality Score
-
Contact Resolution Rate
-
Contract Renewal Rate
-
Conversation Rate
-
Call Abandonment Rate
-
Call Answer Rate
-
Clinical Trial Coordinator
-
Claims Adjuster Offshore
-
Case Manager Offshore
-
Coding Auditor
-
Clinical Documentation Specialist
-
Clinical Coder
-
Co-sourcing
-
California Consumer Privacy Act (CCPA)
-
CREATE Act
-
CREATE MORE Act
-
Category Manager Offshore
-
Customs Broker Offshore
-
Collective bargaining
-
Captive center
-
Credentialing
-
Cagayan Economic Zone Authority (CEZA)
-
Care coordination
-
Center of Excellence (COE)
-
Centers for Medicare & Medicaid Services (CMS)
-
Contact Center Association of the Philippines (CCAP)
-
Chatbot
-
Conversational AI
-
Computer Vision
-
Context Window
-
Copywriting Specialist
-
Customer Experience Manager
-
Customer Onboarding Specialist
-
Customer Support Agent
-
Contract Administrator
-
Contact Center Supervisor
-
Compliance Officer
-
Collections Agent
D
-
Digital City Philippines
-
Dublin Outsourcing
-
Dominican Republic Outsourcing
-
Dhaka Outsourcing
-
Da Nang Outsourcing
-
Davao Outsourcing
-
Document Processing Outsourcing
-
Direct Outsourcing
-
Digital Transformation Outsourcing
-
Digital Marketing Outsourcing
-
Development Outsourcing
-
Desktop as a Service
-
Design Outsourcing
-
Delivery Center Outsourcing
-
Data Warehousing Outsourcing
-
Data Science Outsourcing
-
Data Labeling Outsourcing
-
Data Entry Outsourcing
-
Data Engineering Outsourcing
-
Data Center Outsourcing
-
Data Annotation Outsourcing
-
Defect Density
-
Defects per Million Opportunities
-
Digital Adoption Rate
-
Digital Containment Rate
-
Denials Management Specialist
-
Digital Operational Resilience Act (DORA)
-
Denial management
-
Data annotation
-
Diversity, Equity, and Inclusion (DEI)
-
Department of Health (DOH)
-
Department of Finance (DOF)
-
Department of Labor and Employment (DOLE)
-
Department of Information and Communications Technology (DICT)
-
Data center
-
Digital transformation
-
Data Privacy Act (Philippines)
-
Digital Labor
-
Digital Worker
-
Digital Labor
-
Digital Marketing Specialist
-
Delivery Manager
-
DevOps Engineer
-
Digital Marketing Manager
-
Data Analyst
-
Data Engineer
-
Data Entry Clerk
-
Data Quality Analyst
-
Data Science Lead
-
Database Administrator
-
Dominican Contact Centers & BPO Council
-
Digital Global Business Services Council Malaysia (GBS Malaysia)
-
Dividend
-
Digital nomad
-
Department of Science and Technology (DOST)
-
Dedicated outbound agent
-
Digital customer service
-
Descriptive analytics
-
Digital assets
-
Direct message (DM)
-
Delay announcement
-
Downsizing
-
Data entry software
-
Digital asset management software
-
Design thinking
-
Document management system
-
Demand generation
-
Data mining
-
Digital Economy
-
Double Jacking
-
Department of Trade and Industry (DTI)
-
Diversification
-
Data-directed call routing
-
Day-of-week routing
-
Dynamic network routing
-
Decision-Making
-
Do Not Call Registry (DNC List)
-
Dial Attempts
-
Dialed Number Identification Service (DNIS)
-
Dedicated virtual assistant
-
Domestic Outsourcing
-
Distributed Workforce
-
Digital Nomad
-
Digital Payment
-
Digital Marketing
-
Data Entry
E
-
Emerging BPO Destinations
-
EMEA BPO
-
Ecuador Outsourcing
-
El Salvador Outsourcing
-
Egypt Outsourcing
-
Estonia Outsourcing
-
Experience Outsourcing
-
Event Outsourcing
-
Enterprise Outsourcing
-
Engineering Process Outsourcing
-
Ecommerce Outsourcing
-
Employee Engagement Score
-
Employee Net Promoter Score
-
Employee Productivity Ratio
-
Employee Retention Rate
-
Employee Satisfaction Index
-
Employee Turnover Rate
-
Engagement Rate
-
Error Rate Outsourcing
-
Escalation Rate
-
Employee Absenteeism Rate
-
Employee Attrition Rate
-
Electronic Health Record (EHR) Specialist
-
Environment, Health, and Safety (EHS) Specialist Offshore
-
Electronic Medical Record (EMR)
-
Endo contractualization
-
Environmental, Social and Governance (ESG)
-
Electronic Health Record (EHR)
-
Europe, Middle East and Africa (EMEA)
-
Everest Group
-
Explainable AI
-
EU AI Act
-
Embedding Model
-
Enterprise Architect
-
Executive Assistant Offshore
-
Escalation Manager
-
Engineering Manager
-
E-commerce virtual assistant
-
Equity fund
-
Email marketing
-
Employee turnover
-
Exit interview
-
Envelope strategy
-
Ecommerce marketing
-
End-to-end process
-
Enterprise resource planning (ERP)
-
Expected wait time
-
Error rate
-
Employee Pulse Check
-
Explanatory Approach
-
Escalation Plan
-
Efficiency Metrics
-
Erlang
-
Erlang Models
-
E-commerce
-
Email Auto-Responder
-
eCommerce virtual assistant
-
Employer of Record (EOR)
-
Entrepreneur
-
Escalation
-
Employee Satisfaction (ESAT)
-
Email Support
F
-
Forrester Outsourcing
-
Function Outsourcing
-
Full-Stack Outsourcing
-
Front Office Outsourcing
-
Finance and Accounting Outsourcing
-
Facility Outsourcing
-
First Call Resolution Rate
-
First Response Time
-
Fix Rate
-
Forecast Accuracy Rate
-
Full-Time Equivalent Utilization
-
Freight Forwarder Offshore
-
Foreign Investments Act
-
Front office
-
Fiscal Incentives Review Board (FIRB)
-
Foundation Model
-
Financial Controller
-
Financial Analyst
-
Finance Manager
-
Facebook ads
-
Foreign subsidiary
-
Fast clear down
-
Full-stack developer
-
Foreign direct investments (FDI)
-
Front-end developer
-
Call center forecasting
-
First Contact Resolution
-
Full-time Equivalent (FTE)
-
Free Virtual Assistant
-
Full-time virtual assistant
-
First Response Time (FRT)
-
Financial Services Company
-
Fully Managed Outsourcing
-
Full-Time Employee (FTE)
-
Freelancer
-
First Call Resolution
-
Finance & Accounting
G
-
G20 Services
-
Gartner Outsourcing
-
Game Developers Association Philippines
-
Guatemala Outsourcing
-
Guadalajara Outsourcing
-
Ghana Outsourcing
-
Georgia Outsourcing
-
Gurgaon Outsourcing
-
Graphics Outsourcing
-
Government Outsourcing
-
Geo Shore Outsourcing
-
Game Outsourcing
-
Global In-house Center (GIC)
-
General Data Protection Regulation (GDPR)
-
Global Business Services (GBS)
-
Gartner
-
Global Capability Center (GCC)
-
Global delivery center
-
Generative AI
-
Growth Marketer
-
Graphic Designer
-
General Virtual Assistant
-
German Outsourcing Association
-
Global Technology & Business Services Council (GTBSC)
-
Global Sourcing Association (GSA)
-
Growth stock
-
Growth investing
-
Green bond
-
German-Philippine Chamber of Commerce and Industry (GPCCI)
-
Greenwashing
-
Game making software
-
Game developer
-
Grade of Service (GoS)
-
Gantt Chart
-
Global Services Association of Jamaica
-
Gig Economy
-
Game Development
-
Gamification
H
-
Healthcare Information Management Outsourcing
-
Honduras Outsourcing
-
Hungary Outsourcing
-
Hanoi Outsourcing
-
Ho Chi Minh Outsourcing
-
Hyderabad Outsourcing
-
Hybrid Outsourcing
-
HR Outsourcing
-
Hospitality Outsourcing
-
High-Value Outsourcing
-
Helpdesk Outsourcing
-
Healthcare Outsourcing
-
Headcount to Revenue Ratio
-
Hold Time Percentage
-
Human Handoff Rate
-
Handle Time Variance
-
Healthcare Compliance Officer
-
Health Information Technician
-
Healthcare Data Analyst
-
Healthcare Recruiter
-
Healthcare Virtual Assistant
-
HIRE Act
-
Hybrid work
-
HITRUST
-
Human-in-the-Loop Outsourcing
-
Hyperautomation
-
Human-in-the-Loop
-
Helpdesk Analyst
-
Helpdesk Technician
-
HR Business Partner
-
HR Generalist
-
HR Recruiter
-
Human-centered design
-
Hold messaging
-
Human capital management (HCM)
-
Hold music
-
Hybrid working
-
Hot Desking
-
Hungarian Service and Outsourcing Association
-
Hit Rate
-
Hospital Call Center
-
Hybrid Workforce
-
Healthcare Call Center
-
HIPAA Compliance
-
Hold Time
-
Hypergrowth
-
Human Resources
-
Help Desk Support
I
-
ISO 9001 Outsourcing
-
ITIL 4
-
ITIL Foundation
-
ILO Outsourcing
-
IAOP Membership
-
ISG Provider Lens
-
IT & Business Process Association
-
IT-BPM Philippines
-
IT-BPM Sector Philippines
-
IT-BPM Sector India
-
Ireland Outsourcing
-
Islamabad Outsourcing
-
Indonesia Outsourcing
-
India BPO
-
India IT Outsourcing
-
Iloilo Outsourcing
-
IT Transformation Outsourcing
-
IT Support Outsourcing
-
IT Staff Augmentation
-
IT Managed Services
-
IoT Outsourcing
-
Internal Outsourcing
-
Insurance Outsourcing
-
Innovation Outsourcing
-
Infrastructure Outsourcing
-
Industry Outsourcing
-
Impact Outsourcing
-
Interaction Quality Score
-
Insurance Verification Specialist
-
ISO 9001
-
Inventory Analyst
-
ISO 27001
-
International Monetary Fund (IMF)
-
Interoperability (health IT)
-
International Data Corporation (IDC)
-
Information Services Group (ISG)
-
Intent Recognition
-
Intelligent Automation
-
Intelligent Document Processing
-
ISO 42001
-
Inference Cost
-
Information Security Analyst
-
Inside Sales Representative
-
IT Project Manager
-
IT Support Technician
-
Implementation Manager
-
What is the Indonesian Outsourcing Association?
-
Information Technology Industry Development Agency (ITIDA)
-
Information and Communications Technology Association of Jordan (INTAJ)
-
IT Ukraine Association
-
Investment advisor
-
Value investing
-
Impact investing
-
Interest rate
-
International Labour Organization (ILO)
-
Inflation
-
International Trade Union Confederation
-
Information access
-
Intelligent customer experience (ICX)
-
Invisible queue
-
Incremental analysis
-
Intraflow
-
Internal response time
-
Intellectual property
-
Imaging Software
-
Intelligent call routing
-
Internet Phone (IP)
-
ISO Certification
-
International Association of Outsourcing Professionals (IAOP)
-
Internal Help Desk
-
Integrated Service Digital Network (ISDN)
-
Informal Communication
-
Initial Public Offering (IPO)
-
IBPAP
-
Inbound sale
-
Intraday Management
-
Initiate Outbound Calls
-
Inbound Calls Handled
-
IVR Opt-Out
-
Inbound Calls Closed on First Call
-
Inbound Calls per Agent per Hour
-
Inbound Calls Offered
-
Inbound Call Auxiliary Time
-
Inbound Calls Average Speed of Answer
-
Inbound Calls Transferred
-
Internal Metrics
-
Idle Time
-
In-app support
-
Impact Sourcing
-
Interactive Voice Response (IVR)
K
-
KPMG Global Sourcing
-
Kigali Outsourcing
-
Kenya Outsourcing
-
Kyiv Outsourcing
-
Krakow Outsourcing
-
Karachi Outsourcing
-
Kuala Lumpur Outsourcing
-
Kolkata Outsourcing
-
KPO Outsourcing
-
Knowledge Management Specialist
-
Key Account Manager
-
Key Performance Indicator (KPI)
-
Knowledge Process Outsourcing (KPO)
-
Knowledge Base
L
-
LATAM BPO
-
Lisbon Outsourcing
-
Lima Outsourcing
-
Lagos Outsourcing
-
Lithuania Outsourcing
-
Latvia Outsourcing
-
Lviv Outsourcing
-
Lahore Outsourcing
-
Loyalty Outsourcing
-
Logistics Outsourcing
-
License Outsourcing
-
Legal Transcription Outsourcing
-
Labor Cost Ratio
-
Lead Conversion Rate
-
Lead Qualification Rate
-
Lost Time Incident Rate
-
Logistics Analyst
-
Latin America (LATAM)
-
Labor arbitrage
-
Large Language Model
-
Logistics Coordinator
-
Live Chat Operator
-
Lifecycle Marketing Manager
-
Legal Virtual Assistant
-
Legal Secretary
-
Learning and Development Manager
-
Lead Generation Specialist
-
Liquidity
-
Legal outsourcing
-
Longest Waiting Agent
-
Leave loading
-
Labor cost
-
Local exchange carrier
-
Lost calls
-
Longest delay in queue
-
Live monitoring
-
Longest available agent
-
Level Zero Solvable
-
Load Balancing
-
Labor Union
-
Labor Union
-
List Penetration
-
Lead Generation Virtual Assistant
-
Live Chat Support
-
Learning Management System (LMS)
-
Lead Generation
M
-
Madrid Outsourcing
-
Montevideo Outsourcing
-
Medellin Outsourcing
-
Monterrey Outsourcing
-
Mexico City Outsourcing
-
Mexico Outsourcing
-
Morocco Outsourcing
-
Moldova Outsourcing
-
Malaysia Outsourcing
-
Mumbai Outsourcing
-
Makati Outsourcing
-
Metro Manila BPO
-
Manila Outsourcing
-
Multi-Sourcing Model
-
Multi-Site Outsourcing
-
Multi-Shore Outsourcing
-
Multi-Vendor Outsourcing
-
Mobile App Outsourcing
-
Medical Outsourcing
-
Medical Billing Outsourcing
-
Media Outsourcing
-
Marketing Operations Outsourcing
-
Manufacturing Outsourcing
-
Managed Procurement Outsourcing
-
Managed Marketing Outsourcing
-
Managed Detection Outsourcing
-
Machine Learning Outsourcing
-
Mean Time between Failures
-
Mean Time to Detect
-
Mean Time to Repair
-
Mean Time to Resolve
-
Mean Time to Respond
-
Medical Writer Offshore
-
Medical Device Support Specialist
-
Medical Transcriptionist Offshore
-
Medical Biller
-
Medical Scribe Offshore
-
Multisourcing
-
Moonlighting
-
Medical billing
-
Minimum wage
-
Managed services
-
Machine Translation
-
Model Drift
-
Model Evaluation
-
Multimodal AI
-
Model Fine-Tuning
-
Model Card
-
Media Buyer
-
Marketing Operations Manager
-
Machine Learning Engineer
-
Marketing strategy
-
Marketing
-
Malaysia Digital Economy Corporation (MDEC)
-
Multilingual agents
-
Mutual fund
-
Maximum delay to answer
-
Maximum delay to abandoning
-
Mystery shopping
-
Medical phone answering service
-
Medical call center
-
Maximum wait time
-
Medical transcription
-
Medical coder
-
Multi-skilling
-
Advanced Mobile Location
-
Mind mapping
-
Merger
-
Medical Coding
-
Marketing Information
-
Moment of Truth
-
Marketing Virtual Assistant
-
Multi-Channel Support
N
-
Next Wave Cities Philippines
-
Nearshore Delivery Centers Americas
-
Nearshore Latin America
-
Nearshore Mexico
-
Nigeria Outsourcing
-
Nairobi Outsourcing
-
Noida Outsourcing
-
Non-Core Outsourcing
-
Network Operations Outsourcing
-
Net Revenue Retention
-
Net Customer Effort
-
Net Promoter Score Outsourcing
-
No Surprises Act
-
Night Differential
-
National Telecommunications Commission (NTC)
-
Natural Language Processing
-
NIST AI Risk Management Framework
-
Network Engineer
-
Network Administrator
-
National Association of Software and Services Companies (NASSCOM)
-
Next available agent
-
Network inter-flow
-
Natural language IVR
-
Non-ACD in-call
-
Non-productive agent time
-
Nuisance call
-
Network mapping software
-
.NET developer
-
National Economic and Development Authority (NEDA)
-
Not Ready Code
-
Net Promoter Score (NPS)
-
Nearshore Outsourcing
O
-
OECD Outsourcing
-
Offshore Delivery Centers Asia
-
Offshore Eastern Europe
-
Offshore India
-
Offshore Southeast Asia
-
Order Management Outsourcing
-
Operations Outsourcing
-
Online Research Outsourcing
-
On-Shore Outsourcing
-
Omnichannel Outsourcing
-
Offshore Staffing
-
Offshore Software Development
-
Offshore R&D
-
Offshore Procurement
-
Offshore Marketing
-
Offshore IT
-
Offshore HR
-
Offshore Engineering
-
Offshore Banking
-
OCR Outsourcing
-
Order Fulfillment Cycle Time
-
Outbound Conversion Rate
-
Outsourcing ROI
-
On-Time Delivery Rate
-
Operational Availability
-
Operational Efficiency Ratio
-
Order Accuracy Rate
-
Offshore Development Center (ODC)
-
Order-to-Cash (O2C)
-
Outsourcing hub
-
Outbound Sales Agent
-
Order Management Specialist
-
Operations Executive
-
Operations Analyst
-
Offshore Recruiter
-
Offshore Controller
-
Offshore Accountant
-
Operations Director
-
Onboarding Coordinator
-
Offshore Developer
-
Offshore Architect
-
Outbound dialing campaign
-
Other Service Providers Association of India
-
Offshoring consultant
-
Overseas Filipino Worker (OFW)
-
Open ticket
-
Overflow
-
Online review management
-
Open-source exam software
-
Off-peak
-
Occupancy rate
-
Outbound sales
-
Overflow calls
-
Open source billing software
-
Organizational Structure
-
Operations Management
-
Organizational Conflict
-
Option Strategy
-
Organizational Culture
-
Online Marketing
-
Outsourcing Consultants
-
Outbound Call Types
-
Outbound Call Campaign
-
Outbound Performance Metrics
-
Offshore Accounting
-
Outsourcing Summit
-
Online Virtual Assistant
-
Outsourcing Company
-
Outsourcing
-
Order Processing
-
Onshore Outsourcing
-
Omnichannel Customer Service
-
Omni-channel
-
Offshore Outsourcing
P
-
Philippine Software Industry Association
-
PSIA
-
PEZA Registration
-
Portugal Outsourcing
-
Peru Outsourcing
-
Prague Outsourcing
-
Poland Outsourcing
-
Pakistan Outsourcing
-
Penang Outsourcing
-
Philippines IT Outsourcing
-
Philippines Call Center
-
Philippines BPO
-
Pune Outsourcing
-
Public Cloud Outsourcing
-
Project Outsourcing
-
Program Outsourcing
-
Professional Services Outsourcing
-
Productivity Outsourcing
-
Product Outsourcing
-
Procurement Outsourcing
-
Process Reengineering Outsourcing
-
Process Design Outsourcing
-
Process Automation Outsourcing
-
Private Cloud Outsourcing
-
Primary Outsourcing
-
Portfolio Outsourcing
-
PMO Outsourcing
-
Platform Outsourcing
-
Payment Processing Outsourcing
-
Partnership Outsourcing
-
Process Cycle Time
-
Productivity Index
-
Productivity Ratio
-
Pipeline Velocity
-
Process Cycle Efficiency
-
Pharma Sales Operations
-
Pharmacovigilance Associate
-
Patient Advocate Offshore
-
Pharmacy Technician Offshore
-
Prior Authorization Specialist
-
Procure-to-Pay (P2P)
-
Population health
-
Payment Card Industry Data Security Standard (PCI DSS)
-
Philippine Labor Code
-
Public Service Act
-
Prior Authorization
-
Philippine Statistics Authority (PSA)
-
Payroll outsourcing
-
Predictive Routing
-
Prompt Engineer
-
Prompt Engineering
-
Prompt Library
-
Precision and Recall
-
Product Designer
-
Product Manager Offshore
-
Project Coordinator
-
Project Manager Offshore
-
Program Manager
-
Process Improvement Analyst
-
Performance Marketing Manager
-
Payroll Specialist
-
Paralegal Virtual Assistant
-
Platform Engineer
-
People Operations Manager
-
Payroll Administrator
-
Paid Media Specialist
-
Philippine offshore gaming operators (POGO)
-
Phygital
-
Product manager
-
Predictive hang-up
-
Prescriptive analytics
-
Penalty hold
-
Process analysis
-
Penalty rates
-
PHP developer
-
Public switched telephone network (PSTN)
-
Primary rate interface
-
Poisson distribution
-
Profit margin
-
Progressive dialer
-
Patient satisfaction
-
PPC Marketing
-
Productivity software
-
Post Call Survey
-
Professional Employer Organization
-
Procurement
-
Process Mapping
-
Part-time Agents
-
Performance Metrics
-
Percent of Callers Giving a Perfect Satisfaction Score
-
Percent Agent Utilization
-
Penetration Level
-
Percent Blocked Calls
-
Percent Abandoned
-
Preview Dialer
-
Peer Group (Call Center)
-
Peer Group
-
Predictive Dialer
-
Power Dialer
-
PBX
Q
-
Quality Assurance Outsourcing
-
Quote to Close Rate
-
Quality Yield
-
Quality Escape Rate
-
Quality Control Score
-
Quality Assurance Score
-
Quality Assurance Ratio
-
Quiet quitting
-
Quality Engineer
-
Quality Control Analyst
-
Quality Analyst Offshore
-
Quality assurance manager
-
QA evaluation sheets
-
Quality analyst
-
Quoting software
-
Queue Time
-
Quality Assurance
-
Quarterly Business Review
-
Queue Management
R
-
Rio De Janeiro Outsourcing
-
Rwanda Outsourcing
-
Romania Outsourcing
-
RPO Model
-
RPA Outsourcing
-
Robotics Outsourcing
-
Risk Outsourcing
-
Revenue Cycle Outsourcing
-
Retail Outsourcing
-
Result-Based Outsourcing
-
Research Outsourcing
-
Reporting Outsourcing
-
Regulated Outsourcing
-
Recruitment Outsourcing
-
Real Estate Outsourcing
-
R&D Outsourcing
-
Revenue Per User
-
Revenue per Lead
-
Revenue per Hour
-
Revenue per Full-Time Employee
-
Revenue per Employee
-
Revenue per Agent
-
Response Time Outsourcing
-
Resolution Rate
-
Request Response Time
-
Request Resolution Rate
-
Repeat Contact Rate
-
Redundancy Rate
-
Regulatory Affairs Specialist
-
Revenue Cycle Analyst
-
Record-to-Report (R2R)
-
Retail Trade Liberalization Act
-
Robotic Process Automation (RPA)
-
Reskilling
-
Revenue Cycle Management (RCM)
-
Return to office (RTO)
-
Real-Time Agent Assist
-
Responsible AI
-
Retrieval Augmented Generation
-
Reinforcement Learning from Human Feedback
-
Risk Analyst
-
Revenue Operations Manager
-
Resource Manager
-
Remote Software Developer
-
Recruitment Process Outsourcing Association (RPOA)
-
Remote patient monitoring
-
Retrenchment
-
Redundancy
-
Rest day overtime
-
Rate card
-
Reader board
-
Rostered staff factor
-
Round-robin distribution
-
Reservation system
-
Rebranding
-
Redaction
-
Real estate virtual assistant
-
Respond to E-mail
-
Remote Team
-
Remote Work
-
Rejection in Call Centers
-
Right-Party Connects (RPC)
-
Resolution Time
-
Remote Employee
-
Recruitment Process Outsourcing (RPO)
S
-
STPI Registration
-
SEZ India
-
Spain Outsourcing
-
Sao Paulo Outsourcing
-
Santiago Outsourcing
-
San Jose Outsourcing Costa Rica
-
South Africa Outsourcing
-
Serbia Outsourcing
-
Sofia Outsourcing
-
Sri Lanka Outsourcing
-
Singapore Outsourcing
-
Support Outsourcing
-
Supply Chain Outsourcing
-
Strategic Outsourcing
-
Staffing Outsourcing
-
Staff Augmentation
-
SQA Outsourcing
-
Specialist Outsourcing
-
Solution Outsourcing
-
Software Testing Outsourcing
-
Software Development Outsourcing
-
Social Media Outsourcing
-
Shared Service Outsourcing
-
Service Desk Outsourcing
-
Service Delivery Outsourcing
-
Security Operations Outsourcing
-
Scalable Outsourcing
-
Sales Outsourcing
-
Service Uptime
-
System Availability Rate
-
Staff Utilization Rate
-
Staff Availability Ratio
-
Solved on First Contact
-
Shrinkage Rate
-
Service Level Compliance
-
Service Level Agreement Compliance
-
Service Delivery Rate
-
Schedule Adherence Rate
-
Sales Productivity Ratio
-
Sales Cycle Velocity
-
21st Century Cures Act
-
Sourcing Analyst
-
Subic Bay Metropolitan Authority (SBMA)
-
Security of tenure
-
SOC 2
-
Security Operations Center (SOC)
-
Special Economic Zone (SEZ)
-
STEM
-
Skills Gap
-
Sentiment Analysis
-
Shadow AI
-
Synthetic Data
-
SEO Specialist Offshore
-
Social Media Coordinator
-
Social Media Manager
-
Solutions Architect
-
Solutions Engineer
-
Sourcing Specialist
-
Staff Accountant
-
Systems Administrator
-
Systems Engineer
-
Shift Supervisor
-
Site Reliability Engineer
-
Sales Enablement Manager
-
Sales Operations Manager
-
Scrum Master Offshore
-
Senior Software Engineer
-
Sales Development Representative
-
Sales cycle
-
Sales pipeline
-
Sales funnel
-
Sri Lanka Association for Software and Services Companies (SLASSCOM)
-
Sustainability bond
-
Seed money
-
Sustainable investing
-
Startup incubator
-
Sustainable Development Goals (SDGs)
-
Social media automation
-
Social media marketing (SMM)
-
Search engine optimization (SEO)
-
Scalability
-
Speech analytics
-
Software-as-a-Service (SaaS)
-
Strategic leadership
-
Software audit tools
-
Superannuation
-
Side-by-side coaching
-
Session Initiation Protocol
-
Salesforce developer
-
Statement of work (SOW)
-
SQL developer
-
Social media marketer
-
Screen monitoring
-
Schedule exception
-
Smallsourcing
-
Social media customer service
-
Strategic intent
-
Sole proprietorship
-
Semantic SEO
-
Scheduled callback
T
-
Tier Three BPO Cities
-
Tier Two BPO Cities
-
Tier One BPO Cities
-
Tunisia Outsourcing
-
Thailand Outsourcing
-
Travel Outsourcing
-
Transportation Outsourcing
-
Translation Outsourcing
-
Transformational Outsourcing
-
Transcription Outsourcing
-
Transactional Outsourcing
-
Training Outsourcing
-
Total Outsourcing
-
Ticketing Outsourcing
-
Testing Outsourcing
-
Tenders Outsourcing
-
Telemarketing Outsourcing
-
Telecom Outsourcing
-
Technology Outsourcing
-
Tax Outsourcing
-
Tactical Outsourcing
-
Transfer Rate Call Center
-
Training Completion Rate
-
Total Contract Value Outsourcing
-
Time to Value
-
Time to Resolution
-
Time to Productivity
-
Time to Hire Outsourcing
-
Ticket Resolution Rate
-
Ticket Deflection Rate
-
Ticket Backlog Rate
-
Telehealth Coordinator
-
Total Experience (TX)
-
13th Month Pay
-
Transportation Coordinator
-
Trade Compliance Analyst
-
Telecommuting Act
-
Trust and safety
-
Traditional outsourcing
-
TESDA
-
Talent Pipeline
-
Telehealth
-
Tax incentives
-
Text-to-Speech
-
Tax Preparer Offshore
-
Training Coordinator
-
Training Specialist
-
Technical Account Manager
-
Technical Support Engineer
-
Ticket Support Agent
-
Technical Recruiter
-
Test Engineer
-
Transcription Specialist
-
Tax-exempt income
-
Technical writer
-
Toll-free service
-
Total cost
-
True calls per hour
-
Text messaging freeware
-
Telecommuting
-
Talent acquisition
-
Types of Companies
-
TCPA Compliance
-
Touch-point
-
Transcription Virtual Assistant
-
Teammate
-
Telephony
-
Ticketing System
-
Transformational Growth
-
Telephone Answering Service
-
Technical Support
-
Team Leader
U
-
Uruguay Outsourcing
-
Uganda Outsourcing
-
Ukraine Outsourcing
-
Utilization Rate Outsourcing
-
Uptime Percentage
-
Unit Cost of Production
-
Utilization Management
-
UX Researcher
-
UX Designer
-
UI Designer
-
UI/UX Designer
-
Information Communication and Technology Association of Uganda (ICTAU)
-
Uniform call distributor
-
User-centric
-
Universal agent
-
Ukrainian Hi-Tech Initiative
-
Upsell
V
-
Vietnam Software Outsourcing
-
Vietnam Outsourcing
-
Virtualization Outsourcing
-
Virtual Assistant Services
-
Vendor Management Outsourcing
-
Value-Added Outsourcing
-
Voice of Customer Score
-
Voice bot
-
Value-based care
-
Voice AI
-
Vector Database
-
Voice Engineer
-
Virtual Receptionist
-
Virtual Paralegal
-
Virtual Medical Assistant
-
Virtual Bookkeeper
-
Video Editor
-
Venture capitalist
-
Voice biometrics
-
Visual communication
-
Visual engagement technology
-
Value-added service
-
Voice recognition system
-
Verbal communication
-
Vendor
-
Visual IVR
-
VoIP Call Center
-
Virtual Team
-
Value-based Routing
-
Voice Response Unit (VRU)
-
Virtual Receiving Accounts
-
Virtual Assistant
W
-
WITSA
-
World Bank Outsourcing
-
Wroclaw Outsourcing
-
Warsaw Outsourcing
-
Workforce Outsourcing
-
Workflow Outsourcing
-
Wholesale Outsourcing
-
Web Development Outsourcing
-
Warehousing Outsourcing
-
Workforce Productivity Index
-
Workforce Efficiency Ratio
-
Wait Time Percentage
-
Warehouse Manager Offshore
-
World Health Organization (WHO)
-
Workforce management (WFM)
-
WFM Specialist
-
WFM Analyst
-
Writer Offshore
-
Workforce Manager
-
Workforce Coordinator
-
Workforce Analyst
-
Web Designer
-
Warehouse Coordinator
-
Inbound Sales Agent
-
Email Marketing Specialist
-
Workforce planner
-
Web security
-
WordPress developer
-
Web developer
-
World Bank
-
Work Culture
-
Web Chat Session
-
Wrap-Up Time
-
Workforce Optimization
-
Workforce Management
-
Web Chat
-
WordPress Virtual Assistant
-
Work From Home (WFH)


About OA
Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).
The #1 outsourcing authority
Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.
The Outsource Accelerator website has over 5,000 articles, 450+ podcast episodes, and a comprehensive directory with 4,700+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.
About Derek Gallimore
Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.
Outsource Accelerator in the media
See all media mentions- Outsourcing industry “absolutely booming”
- Outsourcing industry recovery could be starting, survey indicates
- Doom or boom faces the IT-BPM industry (part 2)
- Bright future for outsourcing
- The Chinese Antidote to a Covid-battered Philippines
- Philippines' back-to-office order unsettles call centers
- BPO industry in Philippines seen benefitting as firms abroad cut costs due to pandemic