Call Center Fundamentals
BPO stand for?
Business Process Outsourcing
Evaluation based on the requirement of clients.
QA | Quality Assurance
One of the surveys used by brands.
NPS | Net Promoter Score
A contract between a client and a service provider outlining a performance expectation, including the response time, resolution time, and quality standards.
SLA | Service Level Agreement
Time exceeded from the alloted time, which can affect workforce management and service levels.
OB | Overbreak
BPO Culture: Provide at least 3
High Performance Environment | Workforce Diversity | Strong Team Dynamics | 24/7 Operations
Emphasis on Training & Development | Competitive Compensation & Benefits | Fun & Engagement
Strict Compliance and Security
Pre-approved phrases or scripts to ensure smoother handover.
Suggested Verbiages