Call Center Acronyms

 Call Center Acronyms and Abbreviations Explained.

It’s not easy when you join a company or organization and you don’t understand the jargon. Don’t panic! In our handy guide you’ll find all the latest buzzwords and more.

ACD – Automatic Call Distribution
ACS – Automatic Call Sequencer
ACW – After call work – also known as wrap-up
AHT – Average Handle Time or Average Holding Time
ANI – Automatic Number Identification
APA – Agent Performance Analytics
ARU – Audio Response Unit
AS – Automated Surveys
ASA – Average Speed of Answer
ATA – Average Time to Abandonment
ATB – All Trunks Busy
BRI – Basic Rate Interface
BTTC – Best Time To Call
CCR – Customer Controlled Routing
CCS – Centum Call Seconds
CD-ROM Compact Disc – Read Only Memory
CED – Caller Entered Digits
CIM – Customer Interaction Management Solutions
CIO – Chief Information Officer
CLI – Calling Line Identity
CO – Central Office
CPE – Customer Premises Equipment
CRM – Customer Relationship Management
CSR Customer Sales or Service Representative
CTI – Computer Telephony Integration
DN – Dialed Number
DNIS – Dialed Number Identification Service
DRTV – Direct Response Television
DSS – Desktop Scripting Solutions
ECM – Enterprise Campaign Management
EM – Email Management
EPSS – Electronic Performance Support Systems
FX – Foreign Exchange Line
GOS – Grade of Service
IS – Information Systems
ISD or ISDN – Integrated Services Digital Network
IT – Information Technology
ITS – Issue Tracking System
IVR – Interactive Voice Response
IXC – Inter Exchange Carrier
KMS – Knowledge Management System
LAN – Local Area Network
LEC – Local Exchange Carrier
LED – Light Emitting Diode
MAC – Moves, Adds and Changes
MAN – Metropolitan Area Network
NCC – Network Control Center
NPA – Numbering Plan Area
OBC – Outbound call optimization
OCR – Optical Character Recognition
OPD – Outbound Predictive Dialer
PABX – Private Automatic Branch Exchange
PBX – Private Branch Exchange
PRI – Primary Rate Interface
PSN – Public Switched Network
PSTN – Public Switched Telephone Network
PUC – Public Utility Commission
RAN – Recorded Announcement Route
RFI – Request for Information
RFP – Request for Proposal
RSF – Rostered Staff Factor
SA – Speech Analytics
TAPI – Telephony Applications Programming Interface
TCP/IP – Transmission Control Protocol/Internet Protocol
TPV – Third Party Verification
TSAPI – Telephony Services Application Programming Interface
TSF – Telephone Service Factor
TSR – Telephone Sales or Service Representative
TT – Transaction Time
TTS – Text To Speech (view our article on text to speech)
UCD – Uniform Call Distributor
VA – Voice Analysis
VoIP – Voice Over Internet Protocol
VQ – Virtual Queuing
VR – Voice Recognition
VRU – Voice Response Unit
WAN – Wide Area Network
WATS – Wide Area Telecommunications Service
WFM – Workforce Management
WWW – World Wide Web

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