Contact Center Operations | TTEC

June 13, 2023 Glossary Term

Full-Time Employees (FTEs)

Full-Time Employees are on the rolls of the company.
June 13, 2023 Glossary Term

Fraud Analytics

Fraud analytics is a multidisciplinary field that is utilizes data sciences to better understand and act on instances of fraudulent activity.
June 13, 2023 Glossary Term

First Contact Resolution (FCR)

First Contact Resolution, also known as First Call Resolution (FCR) is the percentage of an organization's ability to resolve customer issues during the first interaction with a caller.
June 13, 2023 Glossary Term Financial Services and Insurance

Finance and Accounting Outsourcing (FAO)

Finance and Accounting Outsourcing is the transfer of ownership of some, or all finance and accounting processes or functions to a service provider.
June 13, 2023 Glossary Term

Employee Engagement

Employee Engagement is the amount of passion, commitment, and effort employees put into furthering their career.
June 12, 2023 Glossary Term

Emerging Accounts

Emerging Accounts are accounts identified by TTEC as having the ability to outsource for the first time and grow upon proof of delivery based on specific criteria and buying behavior.
June 12, 2023 Glossary Term

Digital Outsourcing

Digital Outsourcing is the practice of working with a third-party expert to implement and operate digital products and services.
June 12, 2023 Glossary Term

Customer Turnover

Customer turnover, or churn rate, is the percentage of an organization's customer base lost during a given period of time- usually a month or annual basis.
June 12, 2023 Glossary Term

Customer Satisfaction Rating (CSAT)

Customer Satisfaction Score or CSAT is a simple customer satisfaction survey methodology that measures a customer's satisfaction with an organization.
June 12, 2023 Glossary Term

Customer Relationship Management (CRM)

Customer Relationship Management (CRM) is the combination of practices, strategies, and technlogies used by an organization to better manage and analyze customer interactions and data through the customer lifecycle.
June 12, 2023 Glossary Term

Customer Loyalty

Customer loyalty is a consumer's inclination to repeatedly buy from an organization.
June 12, 2023 Glossary Term

Customer Lifecycle Management

Customer lifecycle management (CLM) evaluates several customer-related metrics over time to measure the performance of an organization.