Call Center Acronyms

ACD - Automatic Call Distribution
ACS - Automatic Call Sequencer
ACW - After call work - also known as wrap-up
AHT - Average Handle Time or Average Holding Time
ANI - Automatic Number Identification
APA - Agent Performance Analytics
ARU - Audio Response Unit
AS - Automated Surveys
ASA - Average Speed of Answer
ATA - Average Time to Abandonment
ATB - All Trunks Busy
BRI - Basic Rate Interface
BTTC - Best Time To Call
CCR - Customer Controlled Routing
CCS - Centum Call Seconds
CD-ROM Compact Disc - Read Only Memory
CED - Caller Entered Digits
CIM - Customer Interaction Management Solutions
CIO - Chief Information Officer
CLI - Calling Line Identity
CO - Central Office
CPE - Customer Premises Equipment
CRM - Customer Relationship Management
CSR Customer Sales or Service Representative
CTI - Computer Telephony Integration
DN - Dialed Number
DNIS - Dialed Number Identification Service
DRTV - Direct Response Television
DSS - Desktop Scripting Solutions
ECM - Enterprise Campaign Management
EM - Email Management
EPSS - Electronic Performance Support Systems
FX - Foreign Exchange Line
GOS - Grade of Service
IS - Information Systems
ISD or ISDN - Integrated Services Digital Network
IT - Information Technology
ITS - Issue Tracking System
IVR - Interactive Voice Response
IXC - Inter Exchange Carrier
KMS - Knowledge Management System
LAN - Local Area Network
LEC - Local Exchange Carrier
LED - Light Emitting Diode
MAC - Moves, Adds and Changes
MAN - Metropolitan Area Network
NCC - Network Control Center
NPA - Numbering Plan Area
OBC - Outbound call optimization
OCC - Occupancy Rate
OCR - Optical Character Recognition
OPD - Outbound Predictive Dialer
PABX - Private Automatic Branch Exchange
PBX - Private Branch Exchange
PRI - Primary Rate Interface
PSN - Public Switched Network
PSTN - Public Switched Telephone Network
PUC - Public Utility Commission
RAN - Recorded Announcement Route
RFI - Request for Information
RFP - Request for Proposal
RSF - Rostered Staff Factor
SA - Speech Analytics
TAPI - Telephony Applications Programming Interface
TCP/IP - Transmission Control Protocol/Internet Protocol
TPV - Third Party Verification
TSAPI - Telephony Services Application Programming Interface
TSF - Telephone Service Factor
TSR - Telephone Sales or Service Representative
TT - Transaction Time
TTS - Text To Speech (view our article on text to speech)
UCD - Uniform Call Distributor
VA - Voice Analysis
VoIP - Voice Over Internet Protocol
VQ - Virtual Queuing
VR - Voice Recognition
VRU - Voice Response Unit
WAN - Wide Area Network
WATS - Wide Area Telecommunications Service
WFM - Workforce Management
WWW - World Wide Web