Call Center Acronyms and Abbreviations

ACD - Automatic Call Distribution

AOD - Automatic Outbound Dialing

ACS - Automatic Call Sequencer

ACW - After Call Work

AHT - Average Handling Time

ANI - Automatic Number Identification

ARS - Automatic Route Selection

ARU - Audio Response Unit

ASA - Average Speed of Answer

ASP -Application Service Provider

ASR - Automatic Speech Recognition

ATA - Average Time to Abandonment

ATB - All Trunks Busy

AWT - Average Work Time

BOC - Bell Operating Company

BRI - Basic Rate Interface

CBT - Computer Based training

CCR - Customer Controlled Routing

CCS - Centum Call Seconds

CED - Caller Entered Digits

CIM - Customer Interaction Management

CIO - Chief Information Officer

CIS - Customer Information System

CMS - Call Management System

CO - Central office

CPE - Customer Premises Equipment

CRM - Customer Relationship management

CSR - Customer Service Representative

CTD - Cumulative Trauma Disorder

CTI - Computer Telephony Integration

DDD - Direct Distance Dialing

DID - Direct Inward Dialing

DN - Dialed Number

DNIS - Dialed Number Identification Service

DSL - Digital Subscriber Line

DTMF - Dual Tome Multi frequency

ERMS - Email Response Management System

ERP - Enterprise Resource Planning

EWT - Expected Wait Time

FCC - Federal Communication Commission

FCR - First Call Resolution

FTE - Full Time Equivalent

FX - Foreign Exchange Line

GOS - Grade of Service

GUI - Graphical User Interface

HTML - Hyper Text Markup Language

HTTP - Hyper Text Transport Protocol

ILEC - Incumbent Local Exchange Carrier

IM - Instant Messaging

IP - Internet Protocol

IRR - Internal Rate of Return

IS - Information Systems

ISDN - Integrated Service Digital Network

ISP - Internet Service Provider

IT - Information Technology

IVR - Interactive Voice Response

IWR - Interactive Web Response

IXC - Inter Exchange Carrier

KB - Knowledge Base

KPI - Key Performance Indicator

LAN - Local Area Network

LCD - Liquid Crystal Display

LEC - Local Exchange Carrier

LED - Light Emitting Diode

LWOP - Leave Without Pay

MAC - Moves, Adds and Changes

MIS - Management Information System

MTBF - Mean time Between Failure

NCC - Network Control Center

NIC - Network Interface Card

NPA - Numbering Plan Area

NPV - Net Present Value

OCR - Optical Character Recognition

OJT - On the Job Training

PABX - Private Automatic Branch Exchange

PBX - Private Branch Exchange

PC - Personal Computer

PCP - Post Call Processing

PDA - Personal Digital Assistance

PRI - Primary Rate Interface

PSN - Public Switched Network

PUC - Public Utility Commission

RAN - Recorded Announcement

RBOC - Regional Bell Operating Company

RFI - Request for Information

RFP - Request for Proposal

RFQ - Request for Quote

ROA -Return on Assets

ROI - Return on Investment

ROS - Return on Sales

RSF - Rostered Staff Factor

SBR - Skills Based Routing

SLA - Service Level Agreement

SS7 - Signaling System 7

TBT - Technology Based Training

TCPIP - Transmission Control Protocol Internet Protocol

TSF - Telephone Service Factor

TSR - Telephone Sales or Service Representative

TTS - Text to Speech

UCD - Uniform Call Distribution

URL - Uniform Resource Locator

VDT - Video Display Terminal

VOIP - Voice over Internet Protocol

VPN - Virtual Private Network

VRU - Voice Response Unit

VXML - Voice Extensible Markup Language

WAN - Wide Area Network

WAP - Wireless Application Protocol

WATS - Wide Area Telecommunication Service

WFMS - Workforce Management System

WWW - World Wide Web

XML - Extensible Markup Language