Glossary: 64 terms

The ability to charge for work done according to a contract or statement of work (SOW). Billable work may include manhours staffed, transactions processed, time spent working, or other results produced. Acronyms/ Synonyms: Billability

Resources trained to handle transactions or customers from more than one delivery channel. These may include any combination of voice, email, chat, social media, and back-office work types. Blended resources improve the ability to meet SLA and TAT targets for transitions waiting in the queue. Acronyms/ Synonyms: Blended Agents

Clauses in the statement of work that allows the Service Provider to earn additional revenue (bonus), or experience reductions in billing (penalty), based on the quality of the work done for the Client. Bonus/ penalty conditions often correlate with Client business objectives and may indicate satisfaction levels. Acronyms/ Synonyms: Bonus, Penalty

A contingency plan developed by a company to ensure production, customer support, and other business objectives can continue or be restored quickly in the event of an emergency or act of nature. The process may include keeping key functions in different locations, not likely to suffer from any one incident, provisioning redundancies for utilities, and