Over 150 common call centre terms and abbreviations!
Updated for 2021, our call centre glossary & customer experience glossary has over 150 common terms, acronyms and jargon used in the contact centre industry and customer experience (CX) industry.
And if there is an industry that loves to invent acronyms, abbreviations and confusing terms it’s certainly the contact centre industry and more recently, the rapidly growing customer experience industry.
It seems like every week there is a new abbreviation that emerges and on top of this, because we are a global industry, there are lots of local variations which can further add to the confusion.
Of course, with all these different abbreviations and terms it can be very easy to get confused whether you are a new call centre agent just starting in the industry, or even a seasoned veteran who has a background in call centres but is new to the customer experience industry.
Thankfully we’ve pulled all the jargon and abbreviations you are likely to encounter when talking to someone about call centres, customer service, customer experience, telemarketing and so on into the one location so you’ll never be left wondering again what anything means!
About our Call Centre Glossary
The common terms used in the call centre and customer service industry have been written in a style that makes it easy to understand so next time you find yourself talking to someone in the call centre industry or a customer experience expert, you’ll be much better prepared to join in the conversation or at least understand what they are saying.
Where possible, we’ve included stats or links to additional articles if you’d like to learn even more about that particular term or abbreviation.
If you have new terms you’d like to suggest for our call centre glossary or customer service glossary or you’d like to provide some feedback on the existing ones please either contact us or reach out to Justin on LinkedIn.
- Call Centre Nightmare Syndrome
- Call Centre Occupancy
- Call Recording
- Call Routing
- Call Tracking
- Call Wait Time Announcements
- Calling Line Identification
- Calls Per Hour
- Carer’s Leave
- Cloud Computing
- Cloud Contact Centre
- Contact Centre as a Service
- Corporate Social Responsibility
- Customer Analytics
- Customer Effort Score
- Customer Experience
- Customer Experience Management
- Customer Feedback Management
- Customer Journey Map
- Customer retention
- Customer Satisfaction