Contact Center Glossary

Welcome to our Contact Center Consulting Glossary, a comprehensive resource designed to help you navigate the intricate world of contact center operations and management. In this glossary, you will find concise explanations and definitions for key terms, acronyms, and concepts commonly used in the contact center industry. Whether you're a seasoned professional looking to refresh your knowledge or a newcomer seeking to grasp the fundamentals, this glossary is your go-to reference for unraveling the complexities of contact center consulting.

Advanced Call Center Technologies

This term encompasses a broad range of innovative tools, software, and systems utilized within call centers to enhance operations, improve customer service, and optimize communication between customers and agents.


The quality of the transaction. This measurement is usually separated into Customer Critical, Business Critical and Compliance Error Accuracy. Accuracy may be measured as "percent correct," "percent defective," or "defective parts per million (DPPM)."

Abandonment Rate

The percentage of incoming customer calls or contacts that the customers abandon before they can connect with an agent or complete their intended interaction.


A measure of the percentage of staff absent during their scheduled shifts. Absenteeism directly affects the productivity and overall performance of the contact center.

Abandoned Calls

Calls answered by the automatic call distributor (ACD) system and placed in a live agent or voice response queue but are disconnected by the caller or incorrectly dropped by the queue management system before being answered.