OPS
AOF
Agent Observation Form
SOW
Statement of Work
TAT
Turn-around Time
CST
Client-Specific Training
RCA
Root-Cause Analysis
TOPS
Teleperformance Operational Processes and Standards
MSA
Master Services Agreement
RV
Roster Validation
TCD
Top Contact Drivers
TAM
Technical Account Manager
CCMS
Contact Center Management System
SG/OU
Security Group/Organizational Unit
FTE
Full-Time Equivalent
BEST
Baseline Enterprise Standard for Teleperformance
WAHMS
Work At Home Management System
EMS
Exit Management System
DIBS
Digital Integrated Business Services
PTF
Percentage to forecast
CJM
Customer Journey Mapping
UAT
User Acceptance Test
WARM
Walking ARound Management
EBITDA
Earnings before interest, taxes, depreciation and amortization
TPS
Teleperformance Planning System
TAP
Technology, Analytics and Process excellence
CCT
Control Change Team