Outsourcing glossary
The most comprehensive list of business process outsourcing related terms and definition
A
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Accounts Receivable Clerk
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Accounts Payable Clerk
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Appointment Coordinator
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Annotation specialist
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Application support engineer
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AI trainer
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AI Operations Manager
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Association of Outsourcing Professionals of Nigeria (AOPN)
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AIBEST
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Association of Business Service Leaders (ABSL)
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Latin American Association of Services Exporters (ALES)
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Appreciation
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Asset allocation
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Annualized rate of return
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Accelerator
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Angel investor
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Asian Development Bank (ADB)
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Association of Southeast Asian Nations (ASEAN)
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Available state
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Answer supervision
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Appointment setting
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Attendance point system
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Automatic callback
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Application programming interface (API)
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Agent status code
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All Hands On Deck (AHOD)
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Application developer
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Account code
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Automatic Speech Recognition
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Automatic call sequencer
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Animation outsourcing
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Average After-Call Work Time
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Auto Dialer Software
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Association of IT and Business Process Services Companies in Poland (ASPIRE), Poland
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Available Time
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Abandoned call
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Automated Attendant
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AOV (average order value)
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Average Handle Time (AHT)
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Auxiliary Work State
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Agent/Supervisor Ratio
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Average Time between Calls
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Average Hold Time Inbound Calls
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Agent Satisfaction Survey (ASAT) Score
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Agent Development
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Analytics and Reporting Process
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Auxiliary (AUX) Time in Percent
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Average Talk Time (ATT)
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Average Speed of Answer (ASA)
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Auto Response
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After Call Work Time
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Average Hourly Agent Wage (US$)
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Automatic Call Distributor
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Agent Utilization Rate
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Agent Turnover
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Automatic Dialer
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Automatic Number Identification (ANI)
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Agent Occupancy
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Average Response Time
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Abandon Rate Percentage
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Amazon Virtual Assistant
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Asynchronous messaging
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Artificial Intelligence
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Automated Clearing House (ACH)
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Agents
B
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Business Process Analyst
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Business Intelligence Analyst
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Business analyst
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Bookkeeping specialist
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Billing coordinator
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Back-office specialist
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Billing analyst
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Bangladesh Association of Contact Center and Outsourcing (BACCO)
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BIT Alliance
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Business Service Center Forum (BSCF)
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Business Processes Outsourcing Association of Kenya (BPOAK)
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Board of trustees
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Bond
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BCG matrix
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BPO marketplace
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Business-Level Strategy
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Bull market
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Blue chip
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Bear market
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Business as usual (BAU)
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Balanced scorecard
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Busy hour
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Business process automation (BPA)
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Business process improvement
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Business development representative
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Bluetooth
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Business risk
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Back-end developer
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Baltic Outsourcing Association
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Bangko Sentral ng Pilipinas
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Board of Investments (BOI)
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Business Environment
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Business Process Enabling South Africa (BPESA)
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Blended Call Center
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Business-to-Consumer (B2C)
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Base Salary per Year
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Bonus or Incentive Compensation
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Best Practice
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Blended Agents
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Business to Business (B2B) Call Center
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Benchmarking
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Budget
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Business Continuity Plan (BCP)
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B2B Payment
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What is business process outsourcing?
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Build-Operate-Transfer (BOT)
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Bookkeeping
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Back Office
C
-
Copywriting Specialist
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Customer Experience Manager
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Customer Onboarding Specialist
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Customer Support Agent
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Contract Administrator
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Contact Center Supervisor
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Compliance Officer
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Collections Agent
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Cloud Engineer
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Content Moderator
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Contact Center Manager
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Collections Specialist
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Cloud Architect
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Client Success Manager
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Call Center Supervisor
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Campaign Manager
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Client Relations Manager
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Call Center Manager
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Call Center Director
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Chat Support Agent
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Claims Processor
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Call Center Agent
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Colombian Association of BPO
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Capital loss
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CMS software
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Content marketing agency
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Caller-entered digits
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Call metering
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Call length
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Customer access channels
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Caller satisfaction collection process
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Call riding
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Call center occupancy
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Call wait time announcement
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Conformance
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Call center interval
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Call auditing
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Customer experience management (CEM)
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Coworking
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Call center management
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Call disposition
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Chief technology officer
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Conditional routing
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Employee churn rate
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Claims processing
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Cold outreach
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Customer sentiment
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Crowdsourcing
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Call center nightmare syndrome
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Customer relationship management (CRM)
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Call strategy
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Cheap labor
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Customer retention
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Call types
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Customer engagement process
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Capital Market
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Conversation Analytics
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Call center wrap codes
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Call Avoidance
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Copywriter
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Customer Share
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Customer Journey
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Customer journey mapping
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Creative Economy Council of the Philippines (CECP)
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Cebu IT-BPM Organization
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Contact Centre Managers and Supervisors Group (CCMG)
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Corporate-level strategy
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Call Control
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Coaching
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Contact Center Management
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Calling Line Identity
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Case Management
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Cost-Benefit Analysis
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Customer effort score
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Concierge
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Click to chat
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Call Greeting
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Call drivers
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Corporate social responsibility (CSR)
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Call Detail Recording
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Callback
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Call Guide
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Call Opening
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Call Closing
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Courtesy Callback
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Cross-Sell Matrix
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Cloud-based
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Cold Transfer
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Company Culture
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Call Center Attrition
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Call blending
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Call Transfer
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Chat Bot
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Calls In Queue
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Contacts per Hour
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Caller Self-Service Process
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Customer Value Segment
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Cost per Call
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Calls Handled by Agent-Outbound
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Calls Handled by Agent-Inbound
D
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Digital Marketing Specialist
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Delivery Manager
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DevOps Engineer
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Digital Marketing Manager
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Data Analyst
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Data Engineer
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Data Entry Clerk
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Data Quality Analyst
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Data Science Lead
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Database Administrator
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Dominican Contact Centers & BPO Council
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Digital Global Business Services Council Malaysia (GBS Malaysia)
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Dividend
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Digital nomad
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Department of Science and Technology (DOST)
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Dedicated outbound agent
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Digital customer service
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Descriptive analytics
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Digital assets
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Direct message (DM)
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Delay announcement
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Downsizing
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Data entry software
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Digital asset management software
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Design thinking
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Document management system
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Demand generation
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Data mining
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Digital Economy
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Double Jacking
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Department of Trade and Industry (DTI)
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Diversification
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Data-directed call routing
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Day-of-week routing
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Dynamic network routing
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Decision-making
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Do Not Call Registry (DNC list)
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Dial Attempts
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DNIS: Dialed Number Identification Service
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Dedicated virtual assistant
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Domestic Outsourcing
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Distributed Workforce
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Digital Nomad
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Digital Payment
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Digital Marketing
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Data Entry
E
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Enterprise Architect
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Executive Assistant Offshore
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Escalation Manager
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Engineering Manager
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E-commerce virtual assistant
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Equity fund
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Email marketing
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Employee turnover
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Exit interview
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Envelope strategy
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Ecommerce marketing
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End-to-end process
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Enterprise resource planning (ERP)
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Expected wait time
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Error rate
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Employee Pulse Check
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Explanatory Approach
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Escalation Plan
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Efficiency Metrics
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Erlang
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Erlang Models
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E-commerce
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Email Auto-Responder
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eCommerce virtual assistant
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Employer of Record (EOR)
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Entrepreneur
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Escalation
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Employee Satisfaction (ESAT)
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Email Support
F
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Financial Controller
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Financial Analyst
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Finance Manager
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Facebook ads
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Foreign subsidiary
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Fast clear down
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Full-stack developer
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Foreign direct investments (FDI)
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Front-end developer
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Call center forecasting
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First Contact Resolution
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Full-time Equivalent (FTE)
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Free Virtual Assistant
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Full-time virtual assistant
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First Response Time (FRT)
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Financial Services Company
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Fully Managed Outsourcing
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Full-Time Employee (FTE)
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Freelancer
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First Call Resolution
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Finance & Accounting
G
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Growth Marketer
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Graphic Designer
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General Virtual Assistant
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German Outsourcing Association
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Global Technology & Business Services Council (GTBSC)
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Global Sourcing Association (GSA)
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Growth stock
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Growth investing
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Green bond
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German-Philippine Chamber of Commerce and Industry (GPCCI)
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Greenwashing
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Game making software
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Game developer
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Grade of Service (GoS)
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Gantt Chart
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Global Services Association of Jamaica
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Gig economy
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Game development
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Gamification
H
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Helpdesk Analyst
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Helpdesk Technician
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HR Business Partner
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HR Generalist
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HR Recruiter
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Human-centered design
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Hold messaging
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Human capital management (HCM)
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Hold music
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Hybrid working
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Hot Desking
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Hungarian Service and Outsourcing Association
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Hit rate
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Hospital Call Center
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Hybrid Workforce
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Healthcare Call Center
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HIPAA Compliance
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Hold Time
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Hypergrowth
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Human Resources
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Help Desk Support
I
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Information Security Analyst
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Inside Sales Representative
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IT Project Manager
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IT Support Technician
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Implementation Manager
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What is the Indonesian Outsourcing Association?
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Information Technology Industry Development Agency (ITIDA)
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Information and Communications Technology Association of Jordan (INTAJ)
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IT Ukraine Association
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Investment advisor
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Value investing
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Impact investing
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Interest rate
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International Labour Organization (ILO)
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Inflation
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International Trade Union Confederation
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Information access
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Intelligent customer experience (ICX)
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Invisible queue
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Incremental analysis
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Intraflow
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Internal response time
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Intellectual property
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Imaging Software
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Intelligent call routing
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Internet Phone (IP)
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ISO Certification
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International Association of Outsourcing Professionals (IAOP)
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Internal Help Desk
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Integrated Service Digital Network (ISDN)
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Informal Communication
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Initial Public Offering (IPO)
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IBPAP
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Inbound sale
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Intraday management
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Initiate Outbound Calls
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Inbound Calls Handled
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IVR Opt-Out
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Inbound Calls Closed on First Call
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Inbound Calls per Agent per Hour
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Inbound Calls Offered
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Inbound Call Auxiliary Time
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Inbound Calls Average Speed of Answer
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Inbound Calls Transferred
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Internal Metrics
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Idle Time
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In-app support
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Impact Sourcing
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Interactive Voice Response (IVR)
L
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Logistics Coordinator
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Live Chat Operator
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Lifecycle Marketing Manager
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Legal Virtual Assistant
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Legal Secretary
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Learning and Development Manager
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Lead Generation Specialist
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Liquidity
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Legal outsourcing
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Longest Waiting Agent
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Leave loading
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Labor cost
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Local exchange carrier
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Lost calls
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Longest delay in queue
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Live monitoring
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Longest available agent
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Level Zero Solvable
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Load Balancing
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Labor Union
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Labor Union
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List Penetration
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Lead Generation Virtual Assistant
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Live Chat Support
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Learning Management System (LMS)
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Lead Generation
M
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Media Buyer
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Marketing Operations Manager
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Machine Learning Engineer
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Marketing strategy
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Marketing
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Malaysia Digital Economy Corporation (MDEC)
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Multilingual agents
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Mutual fund
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Maximum delay to answer
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Maximum delay to abandoning
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Mystery shopping
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Medical phone answering service
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Medical call center
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Maximum wait time
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Medical transcription
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Medical coder
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Multi-skilling
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Advanced Mobile Location
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Mind mapping
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Merger
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Medical Coding
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Marketing Information
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Moment of Truth
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Marketing Virtual Assistant
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Multi-Channel Support
N
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Network Engineer
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Network Administrator
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National Association of Software and Services Companies (NASSCOM)
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Next available agent
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Network inter-flow
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Natural language IVR
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Non-ACD in-call
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Non-productive agent time
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Nuisance call
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Network mapping software
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.NET developer
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National Economic and Development Authority (NEDA)
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Not Ready Code
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Net Promoter Score (NPS)
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Nearshore Outsourcing
O
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Outbound Sales Agent
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Order Management Specialist
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Operations Executive
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Operations Analyst
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Offshore Recruiter
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Offshore Controller
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Offshore Accountant
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Operations Director
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Onboarding Coordinator
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Offshore Developer
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Offshore Architect
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Outbound dialing campaign
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Other Service Providers Association of India
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Offshoring consultant
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Overseas Filipino Worker (OFW)
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Open ticket
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Overflow
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Online review management
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Open-source exam software
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Off-peak
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Occupancy rate
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Outbound sales
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Overflow calls
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Open source billing software
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Organizational Structure
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Operations Management
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Organizational Conflict
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Option Strategy
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Organizational culture
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Online marketing
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Outsourcing Consultants
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Outbound Call Types
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Outbound Call Campaign
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Outbound Performance Metrics
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Offshore Accounting
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Outsourcing Summit
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Online Virtual Assistant
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Outsourcing Company
-
Outsourcing
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Order Processing
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Onshore Outsourcing
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Omnichannel Customer Service
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Omni-channel
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Offshore Outsourcing
P
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Product Designer
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Product Manager Offshore
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Project Coordinator
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Project Manager Offshore
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Program Manager
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Process Improvement Analyst
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Performance Marketing Manager
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Payroll Specialist
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Paralegal Virtual Assistant
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Platform Engineer
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People Operations Manager
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Payroll Administrator
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Paid Media Specialist
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Philippine offshore gaming operators (POGO)
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Phygital
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Product manager
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Predictive hang-up
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Prescriptive analytics
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Penalty hold
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Process analysis
-
Penalty rates
-
PHP developer
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Public switched telephone network (PSTN)
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Primary rate interface
-
Poisson distribution
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Profit margin
-
Progressive dialer
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Patient satisfaction
-
PPC Marketing
-
Productivity software
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Post Call Survey
-
Professional Employer Organization
-
Procurement
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Process mapping
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Part-time Agents
-
Performance metrics
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Percent of Callers Giving a Perfect Score for Customer Satisfaction
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Percent Agent Utilization
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Penetration Level
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Percent Blocked Calls
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Percent Abandoned
-
Preview Dialer
-
Peer Group (Call Center)
-
Peer Group
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Predictive Dialer
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Power Dialer
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PBX
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Podcast Virtual Assistant
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Property Sector Virtual Assistant
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PCI Compliance
-
Payoneer
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PEZA
-
Professional Outsourcing
-
Payroll
R
-
Risk Analyst
-
Revenue Operations Manager
-
Resource Manager
-
Remote Software Developer
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Recruitment Process Outsourcing Association (RPOA)
-
Remote patient monitoring
-
Retrenchment
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Redundancy
-
Rest day overtime
-
Rate card
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Reader board
-
Rostered staff factor
-
Round-robin distribution
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Reservation system
-
Rebranding
-
Redaction
-
Real estate virtual assistant
-
Respond to E-mail
-
Remote Team
-
Remote Work
-
Rejection
-
Right-Party Connects (RPC)
-
Resolution Time
-
Remote Employee
-
Recruitment Process Outsourcing (RPO)
S
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SEO Specialist Offshore
-
Social Media Coordinator
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Social Media Manager
-
Solutions Architect
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Solutions Engineer
-
Sourcing Specialist
-
Staff Accountant
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Systems Administrator
-
Systems Engineer
-
Shift Supervisor
-
Site Reliability Engineer
-
Sales Enablement Manager
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Sales Operations Manager
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Scrum Master Offshore
-
Senior Software Engineer
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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
-
Software developer
-
Strategic business unit
-
Social Media Marketing
-
Staffing Agency
-
SEO software
-
Sampling Plan
-
Strategic Business Unit
-
Strategy Implementation
-
Strategic Planning
-
SEO Outsourcing Service
-
SWOT Analysis
-
Software Outsourcing
-
Software
-
Staffing Model
-
Span of Control
-
Service Improvement
-
Skills-based Routing
-
Semi-automatic Dialer
-
Shrinkage
-
Service Level
-
Subject Matter Expert (SME)
-
Smart Autodialer
-
Speech Recognition
-
Serviced Accommodation Virtual Assistant
-
SEO Virtual Assistant
-
Social Media Virtual Assistant
-
Self-Service Portal
-
Six Sigma
-
SMS Support
-
Support Channel
-
Shared Services
-
Shared Services Centre
-
Standard Operating Procedure (SOP)
-
Support Ticket
-
Startup
-
Staff Leasing
-
Social Media Support
-
Service Level Agreement (SLA)
-
Seat Leasing
-
Sales
T
-
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
V
-
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
-
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
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