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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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General

Pricing
Case Studies
Buzz
Demo
Blog
Inside Time Doctor
Resources
Benchmarking Tool

Features

All Features
FAQ
Time Tracking
Payroll
Timesheets
Time Management
Screen Monitoring
Employee Productivity
Attendance

Contact

Contact Us
Product Feedback
About Us
Help Center
Uptime Status
Partner Programs
Jobs

By Workforce Type

Remote
Hybrid
Offshore
Enterprise

By Industry

Outsourcing
Agencies
Technology Providers
Contact Centers

By Use Case

Accountability
Productivity
Profitability
Empowering
Employees

Integrations

API
JIRA
Asana
Trello
G Suite
Monday
Intercom
Office 365
Salesforce
Slack
Todoist
Zoho
See All 60+ Integrations

Security & Compliance

GDPR

ISO 27001:2013

SLA

Privacy Policy

Terms of Service

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