Glossary: 64 terms

When representatives via an approval process, follow up on a customer transaction with an outbound call. Callbacks become deferred transactions as customers are often told when to expect the call. Acronyms/ Synonyms: Call-back

An organization that has contracted a third-party Service Provider to produce goods or offer services on its behalf. This process is governed according to conditions covered in a statement of work. The term Client is also used to cover staff authorized by the organization to interact with the Service Provider. Acronyms/ Synonyms: Clients

The process through which representatives seek to collect monies owed from customers on behalf of the client. The work is done according to the SOW and guides how the service provider earns from the arrangement. Representative success requires debt collection and negotiation skills as the customers being engaged may be unwilling or unable to make

The mediums that are put in place for customers to choose from to access support. Contact channels may be real-time interactions or deferred interactions. Representatives that are able to support more than one channel is referred to as blended resources. Acronyms/ Synonyms: Service Line, Channel

The process of categorizing customer interactions in a CRM tool based on the resolution that was provided. This categorization complements or improves on what the customer may have indicated as their reason for engaging. These records can be harvested to improve customer experience and business processes and outcomes. Acronyms/ Synonyms: Call Disposition

The process of successfully handling a customer contact or transaction. Ideally on the first interaction, by one representative, to the customer’s satisfaction and in line with internal quality standards. Not achieving a resolution may result in the customer giving up on the request out of frustration or taking the business elsewhere after a failed attempt

A process where organizations incorporate social and environmental factors as part of their operational goals. They may choose to do these to provide some benefit of value to deemed stakeholders, conform to corporate norms, qualify for government benefits, or legally or morally attempt to make amends for any negative impact they may have caused on

The cost incurred by the Client for each contact that is handled. This cost includes the Service Provider charges as well as the technology required to support each contact. These costs are delineated by customer type, complexity, as well as quality, service, and satisfaction requirements. Further adjustments may come into play based on the contact

Primarily refers to Customers of the Clients that the Service Provider is contracted to support according to the statement of work. The term may also refer to the Clients in general, being that they are customers of the Service Provider. Acronyms/ Synonyms: End-User