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Call Center Glossary
Learn about the terminologies used in the call center industry.
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Call Center Terms
First Call Resolution (FCR)
Service Level and Response Time
Adherence to Schedule
Forecasting Accuracy
Self-Accessibility
Contact Quality
Customer Satisfaction (CSAT)
Cost per Contact
Number of Calls Offered
Employee Satisfaction
Average Handle Time (AHT)
Net Promoter Score (NPS)
Call Center Shrinkage
Wrap Time or After Call Work
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