Channel Champions
This digital channel allows customers to communicate with an agent in real-time via text.
Webchat or Live chat
This is what BPO stands for.
Business Process Outsourcing
This is the system that routes incoming calls to available agents.
Automatic Call Distributor
This UK law governs how companies must handle personal data.
Data Protection Act (DPA) or GDPR
This is the term for showing you understand and share the feelings of a customer.
Empathy
In email communication, this three-letter acronym is often used for a common, pre-written response. x2 Points
Template
Name one of the two main types of BPO based on the client's location.
Onshore (domestic) or Offshore
This protocol is used when a customer discloses sensitive information, spelled out in a famous state's name.
TEXAS
Before discussing account details, you must complete this process to verify the caller's identity.
DPA verification or Security Authentication
This is the practice of tailoring your conversation to the specific customer's situation and history.
Personalization
This metric measures the percentage of customers who are satisfied with the service they received.
CSAT (Customer Satisfaction)
This term describes when a BPO agent handles multiple customer interactions across different channels (like voice, email, and chat) in one role.
Blended role or Multichannel Support
This is the central knowledge hub where agents find processes and information.
Knowledge Base or Knowledge Tree
This arrangement is required if a customer wants to authorize a third party to speak on their behalf.
Letter of Authority (LOA)
Instead of a "cold transfer," you should always perform this type of transfer by explaining the reason to the customer first.
Warm Transfer
This telephony feature allows a customer to interact with a menu using their keypad or voice before reaching an agent.
IVR (Interactive Voice Response)
This is a common KPI in outbound centers that measures the number of successful payments or sales per hour.
Conversion Rate or Payments Per Hour
This is the term for an automated system that dials numbers for outbound agents.
Auto-dialer or Predictive dialer
In the TEXAS protocol, this is what the letter "X' stands for, requiring the customer's clear permission.
eXplicit Consent
After resolving the issue, you should always provide this, which summarizes what was done and the next steps. x 2 Points
Call summary or Wrap-up
This webchat practice involves proactively inviting a visitor on a webpage to start a conversation.
Proactive chat
This business strategy involves a BPO company handling a client's entire business process, such as full customer lifecycle management from acquisition to retention, rather than just individual tasks.
End-to-End Process Management
What does CRM stand for? x2 Points
Customer Relationship Management
This specific, legally-mandated communication must be read verbatim to a customer when setting up a Direct Debit, outlining their rights and protections under the scheme.
Direct Debit Guarantee
This is the term for guiding a customer to another service or resource that can better help them (e.g., a debt charity).
Signposting