BPO Terms

Hello sir This is Ajay, would you please give me some information about Business Process Outsourcing (BPO) Terms?

[Kiran Chandar]

Business process outsourcing (BPO) is typically categorized into back office outsourcing and it is a subset of outsourcing that involves the contracting of the operations and responsibilities of a specific business process to a third-party service provider.

BPOs usually deal with fringe business activities such as customer care, finance and HR and at the same time

Common BPO terminologies:
A: Abandoned Call: It is also known as lost call. This is call in which the call hungs up before it reaches an agent.

Adherence to schedule

After Call Work:

Agent: This is the person who handles inbound and outbound calls.

Agent Group: It is also known as skills, queue or split group

Agent Call Out: This is an outbound call placed by an agent.

Automatic Call Distribution (ACD): It is one of the underlying factors for any call center distribution.

BPO Terminology:
Back Office
Back Office Outsourcing
Business Process
Business Process Outsourcing
Capacity Management
Catalyst for Change
Core Business
Fee-for-Service
Fixed Cost
Front Office