VoiceSpin Call Center Glossary
Need help understanding call center terms? To make things easier, we’ve listed all the popular call center terminologies, acronyms, and abbreviations in our glossary.
BPO (business process outsourcing) call centers and contact centers have become a popular solution for businesses and organizations looking to manage their customer support or sales operations more efficiently, without needing to expand their in-house teams.
Call escalation is the process of transferring a customer’s call to a higher-level support tier or a senior representative (often a call center manager) when a call center agent is unable to resolve a customer’s issue, typically because of the lack of specific knowledge, resources, or authority.