101 Call Center Abbreviations, Acronyms, and Definitions

For anyone working in customer service, call center abbreviations and acronyms are an essential part of day-to-day operations. By familiarizing yourself with these common customer service terms and call center lingo, you can quickly understand notes and conversations — and even work faster.

We’ve created a comprehensive resource to help you learn and reference call center abbreviations related to customer experience, metrics, call center software, technology, and more. 

Cheat Sheet: Call Center Terminology

Before we dive into our full list of call center abbreviations, here are a few commonly used abbreviations and acronyms you might see regularly in the call center. 

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Call Center Abbreviations and Acronyms for Customer Experience

These call center abbreviations and acronyms are often used in customer experience. 

1. C.A.R.E.S. — Communication. Accountability. Responsiveness. Empathy. Solution.: This is a call center framework to guide customer interactions. It emphasizes clear communication, taking ownership of issues, responding promptly, showing empathy for customer concerns, and, ultimately, resolving their problems.
2. G.U.E.S.T. — Greet. Understand. Engage. Solve. Thank.: Similar to CARES, GUEST is a framework for structuring customer interactions. It emphasizes a welcoming greeting, actively listening to understand the customer’s needs, engaging in a conversation to identify the issue, working towards a solution, and expressing gratitude for their patience.
3. H.E.A.R.T. — Hear. Empathize. Apologize. Respond. Thank.: This framework focuses on building customer rapport. It emphasizes actively listening to their concerns, acknowledging their feelings, apologizing for any inconvenience, providing a clear response or solution, and expressing gratitude for their business.
4. S.M.A.R.T. — Specific. Measurable. Achievable. Relevant. Time-bound.: S.M.A.R.T. is an acronym for a goal-setting framework used across various aspects of business, including call centers. It ensures goals are well-defined, quantifiable, attainable, aligned with overall objectives, and have a clear deadline for completion. In a call center, S.M.A.R.T. goals might involve improving average handle time (AHT) by a certain percentage within a specific timeframe.
5. CX — Customer Experience: CX is short for customer experience and refers to the customer’s overall perception of their interactions with a company. In a call center setting, support teams strive to deliver a positive CX by resolving issues efficiently, providing helpful information, and personalizing the interactions.
6. ICX — Intelligent Customer Experience: This call center abbreviation describes utilizing technology like AI and machine learning to enhance the customer experience.  ICX can involve chatbots for basic inquiries, automated call routing based on customer needs, and sentiment analysis to tailor agent responses.
7. QA — Quality Assurance: This is the process of monitoring and evaluating call center interactions to ensure agents adhere to company standards and provide quality customer service. Call center quality assurance can involve reviewing call recordings, evaluating agent performance metrics, and providing coaching opportunities.
8. UX — User Experience: UX refers to the customer’s experience when using a call center’s technology, such as an interactive voice response (IVR) system or an online chat platform. A positive UX makes it easy for customers to navigate the system and find the information or assistance they need.
9. GDPR — General Data Protection Regulation: This is a regulation that sets standards for how companies in the European Union (EU) handle the personal data of their customers. Call centers operating in the EU or handling data from EU citizens need to comply with GDPR by obtaining consent for data collection, ensuring data security, and respecting customer rights to access or erase their data.
10. HIPAA — Health Insurance Portability and Accountability Act: This is a law in the United States that protects the privacy of a patient’s medical information. Call centers that handle health-related information must comply with HIPAA by implementing security measures — such as a HIPAA-compliant VoIP — and limiting access to patient data based on a “need-to-know” basis.
11. SLA — Service Level Agreement: This is a formal agreement between a call center and its client that outlines specific expectations for service quality. SLAs often include metrics like average speed of answer (ASA) or first call resolution (FCR) rates and may outline consequences for not meeting these expectations.
12. SOP/SWI — Standard Operating Procedure/Standard Work Instructions: These customer service terms describe documented procedures that outline specific actions agents should take for various call center tasks. SOPs/SWIs ensure consistency in how agents handle customer interactions and contribute to a more efficient call center operation.

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Acronyms and Abbreviations for Call Center Metrics and Key Performance Indicators  

Many people in customer service refer to call center metrics and KPIs by their acronyms. This list can help you learn and verify unfamiliar abbreviations.  

“Lowering agent and customer effort scores is a core tenant that should be what’s behind any technical or educational initiative.”

~Ken McMahon, Chief Customer Officer at Nextiva

13. ACW — After Call Work: This is the time an agent spends wrapping up tasks after a call. It often includes activities like updating customer records, logging notes, and scheduling follow-ups, ensuring agents take all necessary actions before moving to the next call.
14. AES — Agent Effort Score: Managers use this metric to assess the relative difficulty or complexity of calls handled by an agent. It can be based on factors like call duration, customer sentiment, or the number of interactions needed to resolve the issue. AES helps identify trends and areas for improvement in call center processes or agent training.
15. AHT — Average Handle Time: AHT is a key call center metric measuring the average time an agent spends handling a single customer interaction, from when they answer the call to when they complete the wrap-up (ACW).
16. ASA — Average Speed of Answer: This metric indicates how quickly callers are connected to a live agent after reaching the call center. It’s calculated by averaging the time callers wait in the queue before an agent answers their call.
17. ATA — Average Time of Abandonment: ATA is the average time callers wait in the queue before hanging up without speaking to an agent. A high ATA can indicate frustration with long wait times or suggest the need for improved self-service options.
18. ATT — Average Talk Time: ATT refers to the average time an agent spends directly speaking with a customer during a call. It excludes hold time and wrap-up time (ACW).
19. AUX—Auxiliary Time: This category captures the time agents spend on activities other than handling calls or completing ACW. These might include attending meetings, taking breaks, or dealing with technical issues.
20. AWT — Average Wait Time: AWT reflects the average time a customer waits in the queue before connecting with an agent. It’s essentially the same as ASA but from the customer’s perspective.
21. CAR — Call Abandonment Rate: This metric measures the percentage of callers who hang up before speaking to a live agent. A high CAR can indicate long wait times, complex IVR systems, or frustration with the call center experience.
22. CPC — Cost Per Call: CPC calculates the average cost of handling a single call in the call center. It factors in agent salaries, technology costs, and overhead expenses. Understanding CPC helps assess call center costs and efficiency, and can help you identify areas for cost reduction.
23. CRO — Conversion Rate Optimization: While not exclusive to call centers, CRO can be applied to optimize interactions for specific outcomes. In a call center, this might involve tailoring conversations to encourage customers to sign up for a service or make a purchase.
24. CSAT — Customer Satisfaction: CSAT stands for customer satisfaction and measures how satisfied they are with products, services, or interactions. It’s often assessed through surveys or feedback forms collected after interactions. High CSAT scores indicate positive customer experiences.
25. CTR — Click-Through Rate: CTR is a call center (and digital marketing) metric that tracks the percentage of customers who click on a link provided in an email or during an IVR interaction, for example.
26. CES — Customer Effort Score: CES gauges how easy it was for a customer to resolve their issue or complete their task during a call center interaction. A low CES indicates a smooth and effortless experience.
27. CLV — Customer Lifetime Value: CLV estimates the total revenue a customer is expected to generate for a company throughout their relationship. Call centers can leverage this to identify high-value customers and personalize the service experience.
28. ESAT — Employee Satisfaction: This metric measures employee satisfaction within the call center. High ESAT is essential for agent well-being and can positively impact customer service quality.
29. EWT — Expected Wait Time: EWT is an estimate of the average wait time a customer can expect to experience in the call center queue before speaking to an agent. It can be displayed on the IVR system or communicated upfront to set customer expectations.
30. FCR — First Call Resolution: FCR measures the percentage of calls that are resolved by the first agent who handles them without requiring a transfer or callback. A high FCR indicates efficient problem-solving and reduces customer frustration.
31. FRT — First Response Time: FRT measures the average time it takes for an agent to initially respond to a customer inquiry, either through email, chat, or phone. A fast FRT demonstrates responsiveness and a commitment to addressing customer needs promptly.
32. KPI — Key Performance Indicator: These are quantifiable metrics used to track the effectiveness of various aspects of the call center operation. Common KPIs include AHT, ASA, FCR, and CSAT. Monitoring KPIs helps call centers identify areas for improvement and measure progress toward specific goals.
33. NPS — Net Promoter Score®: NPS measures customer loyalty by asking them how likely they are to recommend the company or service to others. A high NPS indicates a strong likelihood of customer advocacy.
34. QoS — Quality of Service: QoS refers to the overall quality of the call center experience for customers, encompassing factors like call clarity, agent professionalism, and resolution effectiveness.
35. ROI — Return on Investment: ROI is a metric that assesses the financial benefit of a call center investment, such as a new technology or training program. It compares the cost of implementation with the resulting improvements in efficiency, customer satisfaction, or revenue generation.
36. SL — Service Level: SL describes the pre-defined standards for call center performance based on various KPIs like ASA or FCR. SLAs might be established internally or set within agreements with clients.
37. TCO — Total Cost of Ownership: TCO captures all the expenses of running a call center, including agent salaries, technology costs, rent, and overhead. Understanding TCO helps assess the overall financial impact of the call center operation.
38. TTR — Time to Resolution: TTR measures the total time it takes to resolve a customer issue, encompassing the entire customer journey, from the initial contact to the final resolution. It can include hold time, call time, and any additional time needed for follow-up actions.
39. VOC — Voice of the Customer: VOC encompasses the collective feedback and opinions of customers about their call center experiences. Call centers gather VOC through surveys, social media sentiment analysis, and direct feedback to understand customer needs and improve service delivery.

Acronyms and Abbreviations for Call Center Software and Technology

There’s no shortage of call center technologies. These call center abbreviations deal with the more technical side of the business.  

40. ANI — Automatic Number Identification: This technology automatically identifies the phone number of an incoming call, allowing the call center to display caller ID information and potentially route calls based on pre-set criteria.
41. ASR — Automatic Speech Recognition: ASR technology converts spoken language into text, enabling features like voice-activated menus within an IVR system or speech-to-text transcription of customer calls for quality assurance purposes.
42. CCaaS — Contact Center as a Service: CCaaS is a cloud-based model for call center operation. CCaaS providers deliver all the necessary software, infrastructure, and features as a subscription service, eliminating the need for on-premise hardware and software investments.
43. CPaaS — Communications Platform as a Service: This cloud-based platform provides tools for integrating various communication channels like voice, SMS, and chat into applications. Call centers can leverage CPaaS to offer a seamless omnichannel experience for customers.
44. CEM/CXM — Customer Experience Management: These terms are often used interchangeably and both refer to customer experience management — the overall strategy and processes for managing and improving customer interactions across all touchpoints, including call centers.
45. CRM — Customer Relationship Management: This software helps call centers manage customer data and interactions, tracking communication history, preferences, and past issues. CRM plays a key role in personalizing the call center experience.
46. CTI — Computer Telephony Integration: This technology enables seamless integration between a call center’s phone system and computer applications like CRM software. CTI allows for features like automatic call routing based on customer data, screen pop-ups with relevant information during calls, and click-to-dial functionality for agents.
47. EOL — End of Life: This term is used in technology contexts and refers to the point at which the manufacturer no longer supports a software program or hardware device. Call centers need to be aware of EOL dates for their technology to ensure continued functionality and security.
48. ISDN — Integrated Services Digital Network: This older technology provides digital transmission of voice and data over a single line. While less common today, some call centers might still utilize ISDN for high-quality voice connections.
49. ITSP — Internet Telephony Service Provider: These companies offer voice over Internet protocol (VoIP) services, allowing call centers to make and receive calls over the Internet instead of traditional phone lines. This can offer cost savings and flexibility.
50. IVR—Interactive Voice Response: An IVR is an automated system that allows callers to navigate a menu of options using their voice or keypad selections. IVRs can route calls to appropriate departments, collect basic information, or direct callers to self-service options.
51. ISP — Internet Service Provider: This company provides internet access to the call center, which is essential for VoIP calls, cloud-based applications, and internet-based features like web chat support.
52. IVA — Interactive Virtual Assistant: An IVA is a more advanced form of an IVR that can understand natural language and engage in more complex conversations with callers. IVAs can handle certain inquiries or troubleshoot basic issues without requiring a live agent.
53. KB — Knowledge Base: A knowledge base is a central repository of information call center agents use to answer customer questions and resolve issues. KBs can include articles, FAQs, troubleshooting guides, and product manuals.
54. SaaS — Software as a Service: SaaS is a cloud-based software delivery model in which call centers access applications like CRM or CCaaS on a subscription basis, eliminating the need for local software installations and ongoing maintenance.
55. UCaaS — Unified Communications as a Service: This cloud-based platform integrates various communication channels like voice, video conferencing, chat, and email into a single user interface. UCaaS can streamline agent communication and collaboration within the call center.
56. UI — User Interface: UI refers to the design and layout of the software applications used by call center agents, including CRM interfaces, agent desktops, and IVR systems. An intuitive UI can improve agent efficiency and reduce errors.
57. VPN — Virtual Private Network: This technology creates a secure encrypted tunnel over the public Internet, allowing call centers to securely connect to cloud-based applications and transmit sensitive customer data.
58. VoIP — Voice over Internet Protocol: VoIP is a communications technology that allows voice calls to be made and received over the Internet instead of traditional phone lines. VoIP can offer cost savings and flexibility for call centers.
59. WEM —Workforce Engagement Management: Shortened to WEM, these strategies and tools manage and optimize the call center workforce. WEM can include scheduling, performance management, gamification, and employee self-service tools to improve agent engagement and productivity.

Call Center Features Acronyms and Abbreviations

Call centers might use acronyms and abbreviations for certain customer service tools and features. Here are some of the commonly used ones.

60. 2FA — Two-Factor Authentication: This security measure adds an extra layer of verification during login attempts, often requiring a code sent to a phone or email in addition to a password. Call centers might use 2FA to protect access to agent desktops and sensitive customer data.
61. ACD — Automatic Call Distributor: This technology automatically routes incoming calls to available agents based on predefined criteria like agent skills, workload, or caller location. ACDs aim to improve efficiency by connecting callers with the most suitable agent for their needs.
62. API — Application Program Interface: This acronym refers to programming code that allows software applications to communicate with each other. Call centers might leverage APIs to integrate CRM data with their ACD system or connect to external applications for verification processes.
63. CDR — Call Detail Record: This is a data record generated for each call the call center handles. It captures details like call duration, caller ID, call routing information, and agent ID. CDRs are essential for reporting, billing, and quality assurance purposes.
64. CLI — Calling Line Identity: CLI is a term for the phone number displayed on the receiving end of a call. Call centers can use CLI information for call routing based on pre-set rules or to personalize greetings for identified repeat callers.
65. CMS — Call Management System: A CMS is a software application that manages all aspects of call center operations, including call routing, agent logins, recording calls, and reporting. A CMS is the central hub for call center activity.
66. CCR — Customer-Controlled Routing: CCR allows callers to choose their preferred routing option during an IVR interaction, such as selecting a department or language before reaching an agent. CCR can improve customer experiences by giving them more control over the call experience.
67. CXA — Customer Experience Automation: CXA refers to using technology like chatbots or AI-powered virtual assistants to automate certain customer interactions. CXA can handle basic inquiries, troubleshoot simple issues, or schedule appointments, freeing up agents for more complex matters.
68. DNIS — Dialed Number Identification Service: This term identifies the specific phone number a caller dials to reach the call center. You can use DNIS to route calls to specific departments or queues based on the dialed extension or phone number.
69. DID — Direct Inward Dialing: Callers can reach a specific agent or department by dialing a dedicated phone number. DIDs can be helpful for routing calls to specialists or providing customer service for specific product lines.
70. DMS — Document Management System: This software helps organize and store electronic documents like call transcripts, agent training materials, and customer policies. A DMS allows agents to easily access and retrieve relevant information.
71. KM — Knowledge Management: KM refers to the process of creating, sharing, and maintaining information within the call center. KM ensures agents have access to the latest resources and best practices to effectively handle customer inquiries.
72. PBX — Private Branch Exchange: A PBX is a telephone system within an organization that manages internal and external calls. It can route calls between departments, connect employees to outside lines, and manage features like voicemail and call forwarding.
73. PPD — Predictive Dialer: This automated dialing system dials phone numbers based on predefined call lists and connects them to agents only when they are available. PPDs aim to increase agent talk time and overall call center efficiency.
74. PSTN — Public Switched Telephone Network: PSTN is the traditional network used for voice calls. While VoIP technology is becoming more common, some call centers may still utilize the PSTN for call routing.
75. SBR — Skill-Based Routing: This routing method directs calls to agents based on their specific skills and knowledge. For example, agents trained on technical issues might receive calls about product troubleshooting, while others handle billing inquiries.
76. SIP — Session Initiation Protocol: SIP is a signaling protocol used for VoIP calls, establishing and managing communication sessions between endpoints. SIP is essential for call routing and connection management in VoIP-based call centers.
77. TTS — Text-To-Speech: Text-to-speech technology converts written text into spoken audio. Call centers might use TTS for features like IVR announcements or converting call transcripts into audio files for agent review.
78. UCD — Uniform Call Distributor: UCD is often used interchangeably with ACD (Automatic Call Distributor). Both refer to the technology that automatically routes incoming calls to available agents.

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Abbreviations for Call Center Operations and Strategy 

There are several contact center optimization and strategy terms that people in the industry abbreviate. Here are some of the most common:

79. BC/DR — Business Continuity/Disaster Recovery: This refers to the plan and procedures a call center has in place to ensure critical operations can be restored after a disruptive event, such as a natural disaster, power outage, or cyberattack. A BC/DR plan outlines steps to minimize downtime and data loss and ensure continued customer service delivery.
80. BCP — Business Continuity Planning: This is the process of creating a BC/DR plan. BCP involves identifying potential threats, assessing vulnerabilities, and outlining specific actions for data backup, system recovery, and maintaining call center functionality during a crisis.
81. BI — Business Intelligence: BI uses data analysis tools to analyze interactions, call recordings, customer feedback, and agent performance metrics to gain insights into call center performance, optimize resource allocation, and make improvements.
82. BPO — Business Process Outsourcing: A BPO is a third-party company contracted to handle some or all of a call center’s operations. BPOs can specialize in specific customer service areas or provide the entire call center infrastructure and staff.
83. WFM — Workforce Management: Workforce management encompasses the strategies and tools used to optimize call center staffing. WFM involves tasks like forecasting call volume, scheduling agents, and monitoring adherence to schedules to ensure the right number of agents can handle customer inquiries effectively.
84. WFO — Workforce Optimization: Workforce optimization is a broader term that incorporates WFM practices and additional techniques designed to improve agent productivity and the customer experience. WFO might involve coaching programs, quality monitoring, and implementing automation tools to streamline call center operations.

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Artificial Intelligence Abbreviations in the Call Center

The rise of AI in call centers means an abundance of new terms and abbreviations. Here are the key AI abbreviations for call center terminology. 

85. AI — Artificial Intelligence: AI is a technology that can learn, solve problems, create art and media, and simulate human interactions. Call centers use AI in the customer experience to power chatbots, virtual assistants, or sentiment analysis tools to automate tasks and improve customer service interactions.
86. DL — Deep Learning: DL is a type of machine learning inspired by the structure and function of the human brain. Deep learning algorithms can process large amounts of data to identify patterns and make predictions. In call centers, you may use deep learning to personalize agent recommendations during interactions or improve the accuracy of chatbots.
87. LLM — Large Language Models: These are advanced AI models trained on massive datasets of text and code. LLMs can generate human-quality text, translate languages, and answer complex questions. In call centers, you may use LLMs to develop more sophisticated chatbots with improved conversation capabilities.
88. ML — Machine Learning: Often used as “ML algorithms,” this common abbreviation uses AI to learn from and improve on data over time. ML powers various call center applications, from AI chatbots to optimizing call routing based on historical data.
89. NLP — Natural Language Processing: This field of AI focuses on enabling computers to understand and process human language. NLP techniques are used in call centers to analyze customer sentiment in call transcripts, translate languages during interactions, or interpret voice commands in IVR systems.
90. NLU — Natural Language Understanding: NLU is a subfield of NLP that focuses on machines comprehending the meaning and intent behind human language. NLU is crucial for call center applications that require accurately interpreting customer inquiries, like chatbots or virtual assistants that can engage in natural conversations.

Call Center Abbreviations for Notes

When call center agents are adding notes at the end of a call, using abbreviations can speed up wrap-up time. These helpful customer service abbreviations can come in handy when working in a call center.

91. BIC — Best-In-Class: BIC is shorthand to describe the industry standard for top performance in a particular area. Call centers might benchmark their KPIs (Key Performance Indicators) against BIC metrics to identify areas for improvement and stay competitive.
92. CCI — Customer Called In: This abbreviation is used by customer support and IT agents to quickly note that the customer reached out via phone channels.
93. CSR — Customer Service Representative: CSR is a general term for an agent who interacts with customers via phone, email, chat, or other channels to answer questions, resolve issues, and provide support.
94. EOD — End of Day: EOD is frequently used to describe when a call center shift or business day ends or to refer to deadlines. Somebody may need to handle tasks like generating reports, reconciling data, and completing administrative duties by EOD.
95. RNA — Ring No Answer: This metric tracks the number of calls where the customer does not answer after a certain number of rings. A high RNA rate might indicate inconvenient call times or suggest the need for alternative contact methods.

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General Call Center Terms and Lingo

Finally, here’s a list of general call center abbreviations for common terms and lingo.

96. CTA — Call To Action: In a call center context, a CTA refers to a prompt encouraging a customer to take a specific action while interacting with an agent. This might involve asking the customer to complete a survey or sign up for a free trial.
97. HR — Human Resources: This department within a company handles employee recruitment, training, benefits, and performance management. The HR department plays a role in call center operations by managing agent recruitment, onboarding, and addressing employee relations issues.
98. RFI — Request For Information: This is a formal document used in the buying process where a company asks potential vendors for specific information about their products or services. Call centers might issue RFIs when evaluating different CCaaS (Contact Center as a Service) or WFM (Workforce Management) solutions.
99. SMB — Small and Mid-Sized Businesses: SMB refers to companies with a smaller employee base than large enterprises. Call center solutions and features may be specifically designed to cater to the needs and budgets of SMBs.
100. WFH—Work From Home: This work arrangement allows call center agents to perform their duties from a remote location, typically their home office. WFH models can offer flexibility for agents and potentially reduce call centers’ overhead costs.
101.  WOM — Word of Mouth: WOM refers to the spread of information through informal communication channels, such as customer reviews, recommendations, or social media conversations. Positive WOM can be a powerful marketing tool for call centers, highlighting their customer service excellence and attracting new clients.

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Nextiva’s Call Center Solution

Whether you’re a seasoned CSR or a call center newbie, having a comprehensive list of call center abbreviations handy can save time for everyone. Be sure to use many of these customer service acronyms when appropriate and in the right context to streamline communication. 

Customers may not be hip to the lingo, so it’s often better to spell out terms for them to keep communication clear. With Nextiva’s call center solution and our list of call center abbreviations, you can start building better relationships now and in the future.

Net Promoter, Net Promoter Score, and NPS are trademarks of NICE Satmetrix, Inc., Bain & Company, Inc., and Fred Reichheld.