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Glossary of terms used by customer-facing teams.

Average Handle Time (AHT)
Average handle type is the average amount of time it takes for an agent to handle a customer transaction, for example, a call or an inbound chat.

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Business Process Outsourcing (BPO)
Business process outsourcing is the practice of delegating business tasks to an external service provider.

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Customer Effort Score (CES)
Customer effort score is a survey-based metric that measures how much effort it took for a customer to resolve a particular issue.

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Customer Satisfaction (CSAT)
CSAT is a business metric intended to capture the level of satisfaction of customers for specific interactions or services provided.

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First Call Resolution (FCR)
First call resolution is a business metric for the fraction of the time that a customer request is resolved in the first interaction (as opposed to followup interactions).

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First Response Time (FRT)
First response time is a business metric that captures the typical amount of time that a team of agents takes to respond to an inbound customer inquiry.

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Interactive Voice Response (IVR)
Interactive voice response is a technology developed starting in the 1970s that uses pre-recorded messages and prompts to guide callers through an automated interaction flow.

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Net Promoter Score (NPS)
NPS is a well-established metric based on a simple question: how likely is a customer to recommend the company's product or services?

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