Decoding Call Center Acronyms: A Comprehensive Guide

Decoding Call Center Acronyms: A Comprehensive Guide

Call centers use a variety of acronyms to communicate quickly and efficiently. These acronyms can be confusing for people who are not familiar with the call center industry. Understanding the meaning of these acronyms is important for effective communication and collaboration within the call center environment. In this blog post, we’ll provide a comprehensive guide to call center acronyms.

Understanding Call Center Acronyms

Acronyms are abbreviations formed by the initial letters of a group of words. In call centers, acronyms are used to simplify communication and speed up conversations. Understanding call center acronyms can help agents and managers communicate more effectively and improve overall efficiency. Some of the most common call center acronyms include:

Understanding Call Center Metrics

Call center metrics are used to measure the performance of agents and the overall success of the call center. Understanding the metrics associated with call center acronyms is essential for managers to assess the effectiveness of their teams. Some of the most common call center metrics include:

Common Call Center Metrics

  1. AHT (Average Handle Time): Measures the average time an agent spends handling a call.
  2. FCR (First Call Resolution):  Measures the percentage of calls that are resolved on the first call.
  3. SLA (Service Level Agreement): Measures the percentage of calls answered within a specific timeframe.
  4. CSAT (Customer Satisfaction):  Measures the level of satisfaction customers have with the service provided.
  5. NPS (Net Promoter Score):  Measures customer loyalty and the likelihood of recommending the service to others.
  6. QA (Quality Assurance): Measures the quality of service provided by agents.
  7. VOC (Voice of Customer):  Measures customer feedback and opinions


Understanding call center acronyms and metrics is essential for effective communication and management in a call center environment. By familiarizing yourself with these acronyms and metrics, you can improve overall performance, enhance customer satisfaction, and streamline communication.

Dani Khan