The terms to research are:

1. Outsourcing : The transfer of a business function to an external service provider.

2. BPO: The contraction of non-Primary business activities and service.

3. Key performance Indicator (KPI): demonstrates how effectively a company is achieving

key business objectives.

4. Offshore Outsourcing: Is the practice of hiring an external firm to perform business in a

country other than the origin.
5. near shore Contact center: Is a call center that remains offshore but is located very
close to the calle’s country.

6. Customer Service Representative (CSR): Is an agent that interacts with customers on

behalf of an organization.

7. Outbound Call: Center On the other hand makes outgoing calls to shoppers.

8. Inbound Call: Center that receives incoming calls from customers.

9. Cross-selling: Is a sales technique used to get customers to spend more by purchasing a

product that is related to what’s being bought already.
10. Metrics: Is a system or standard that quantifiable measure.

11. Help desk: Is an often overlooked cornerstone of a great customer service experience ,
internal or external.

12. Call Flow: Is all about what best meets the needs of your business and your customers.

13. Script: Is a program of instructions that is interpreted by another program rather than by
the computer.
14. Phone Etiquette: Is the way to represent yourself and your business to clients.

15. Ergonomics: Is the process of designing workplaces, products and systems so that they
fit the people who use them.

16. Blended Agent: Is an agent who manages both incoming and outgoing calls

17. Contact Center: Is a central point from which all customer interactions across several
channels with the aim to solve their inconvenience or purchase a service or product.
18. Call center: Is a department to which phone calls from current and potential customers
are directed.

19. Front office: Is a part of the company that comes in contact with clients such as the
marketing.

20. Back Office: Is a centre in which the administrative work of a business is carried out
with customers.

21. Tech support: Refers to services that entities provide to users of technology products or
services.
22. Customer Service: Is the support you offer your customers before and after acquire and
use a product or service.

23. Handset: Is a term associated with telephones and may be used in a different sense
depending upon the type of phone.

24. Headset: a set of headphones with microphone, attached, used especially for
communication.

25. Off-Peak: describes a time period with fewer calls than are handled in a busy period.
26. Peak traffic: Refers to high volume of calls. when there are plenty of users trying to
connect with a particular helpline number at one point in time.

27. Retention Rate: refers to the percentage of customers who continue paying for a
product.

28. Screen Monitoring: Is the process of replicating a phone , laptop, tablet or computer
screen onto a TV.
29. Virtual Contact Center: Is a solution that supports contact center agents in various
geographical locations instead of a single physical location.

30. Coaching: Is a developmental approach to working and interacting with other people.