June 13, 2023 Glossary Term Information Technology Outsourcing (ITO) Information Technology Outsourcing is the transfer of ownership of some, or all information technology processes or functions to a service provider.
June 13, 2023 Glossary Term Indirect Sales Indirect Sales represents a sales process where purchases are made through a third-party indirect sales channel (i.e. channel partners, sales partners, affiliates, or resellers) rather than through a company’s own internal sellers.
June 13, 2023 Glossary Term Inbound Call Center An Inbound Call Center (or Inbound Contact Center) handle incoming calls from customers and businesses who need customer support or technical support concerning the products and services an organization provides.
June 13, 2023 Glossary Term Hypergrowth Accounts Hypergrowth accounts are accounts Identified by TTEC as having the ability to rapidly grow based on specific criteria and buying behaviors. High Tech
June 13, 2023 Glossary Term Human Resources Outsourcing (HRO) Human Resources Outsourcing (HRO) is the transfer of ownership of some, or all human resource processes or functions to a service provider.
June 13, 2023 Glossary Term Hosted Contact Center A Hosted Contact Center, also often referred to as a Hosted Call Center is a modern customer experience solution where contact center software is installed or hosted by an off-site service provider's system.
June 13, 2023 Glossary Term Hosted Call Center A Hosted Call Center is a modern customer experience solution where contact center software is installed or hosted by an off-site service provider's system.
June 13, 2023 Glossary Term Global In-house Center (GIC) Global In-house Centers are service delivery operations typically in low-cost geographies, which are owned and operated by the same company receiving the services (i.e., not third-party outsourcing)
June 13, 2023 Glossary Term GDPR The General Data Protection Regulation (GDPR) is a legal framework that sets guidelines for the collection and processing of personal information from individuals who live in the European Union (EU).
June 13, 2023 Glossary Term Full-Time Employees (FTEs) Full-Time Employees are on the rolls of the company.
June 13, 2023 Glossary Term Fraud Analytics Fraud analytics is a multidisciplinary field that is utilizes data sciences to better understand and act on instances of fraudulent activity.
June 13, 2023 Glossary Term First Contact Resolution (FCR) First Contact Resolution, also known as First Call Resolution (FCR) is the percentage of an organization's ability to resolve customer issues during the first interaction with a caller.
