BPO
Hired external services
BPO stands for business process outsourcing—contracting operational tasks to external providers.
Companies use BPO for functions like customer service, payroll, data entry, and technical support, often to reduce costs by moving work to regions with lower labor expenses: The call center is run by a BPO in the Philippines.
The term distinguishes outsourced business operations from outsourced information technology (ITO).
Telephone support facility
- offshoringMoving work overseas
- customer serviceAssistance for buyers
- InfosysIndian technology services corporation
- AccentureGlobal consulting and services firm
service provider · vendor · Philippines · India · Bangalore · Manila · nearshoring · third-party
Recording information digitally
- payrollStaff wages collectively
- accountingMaintaining financial records
- transcriptionWritten version of speech
- billingCharging for services rendered
document management · invoice · logistics · procurement · finance · administration · workflow
Shared position between parties
- pricingEstablishing monetary amounts charged
- FTEStaffing measurement unit
- scopeExtent or range
- transitionChange from one state
ramp-up · governance · renewal · termination · penalty · confidentiality · NDA · liability
One who acts independently
- team leaderHead of a group
- supervisorOne who directs workers
- attritionGradual reduction through loss
- night shiftOvernight work period
graveyard shift · headset · workstation · training · onboarding · operations manager · account manager · employee retention
Measurable performance target
- complianceAdhering to requirements
- turnaround timeDuration from submission to completion
- accuracyDegree of correctness
- productivityOutput relative to input
benchmark · dashboard · reporting · performance · utilization · efficiency · throughput · escalation
Customer interaction tracking system
- ticketing systemSoftware managing event admissions
- dialerOne who places calls
- IVRAutomated call routing system
- telephonyDistant voice communication systems
VoIP · automation · chatbot · workforce management · software · integration · database · omnichannel
call center
Telephone support facility
- offshoringMoving work overseas
- customer serviceAssistance for buyers
- InfosysIndian technology services corporation
Accenture · service provider · vendor · Philippines · India · Bangalore · Manila · nearshoring · third-party
data entry
Recording information digitally
- payrollStaff wages collectively
- accountingMaintaining financial records
- transcriptionWritten version of speech
billing · document management · invoice · logistics · procurement · finance · administration · workflow
agreement
Shared position between parties
transition · ramp-up · governance · renewal · termination · penalty · confidentiality · NDA · liability · indemnity
agent
One who acts independently
- team leaderHead of a group
- supervisorOne who directs workers
- attritionGradual reduction through loss
night shift · graveyard shift · headset · workstation · training · onboarding · operations manager · account manager · employee retention · communication skills
KPI
Measurable performance target
- complianceAdhering to requirements
- turnaround timeDuration from submission to completion
- accuracyDegree of correctness
productivity · benchmark · dashboard · reporting · performance · utilization · efficiency · throughput · escalation · audit
CRM
Customer interaction tracking system
- ticketing systemSoftware managing event admissions
- dialerOne who places calls
- IVRAutomated call routing system
telephony · VoIP · automation · chatbot · workforce management · software · integration · database · omnichannel · screen sharing
BPOin-house
Within the organization
insourcing · vertical integration · backsourcing · reshoring · onshoring
business, process, outsourcing, businesses, processes, processed, processing, outsource, outsourced