Abbreviations

ACD=Automatic Call Distributor
ACS=Automatice Call Sequencer
ACW=After Call Work (Wrap-Up)
AHT=Average Handle Time
ANI=Automatic Number Identification
ASA=Average Speed of Answer
ATB=All Trunks Busy
B2B=Business to Business
B2C=Business to Customer
BI=Business Intelligence
BOSS=Burn Out Stress Syndrome
BPIAI=Business Process Industry Association of India
BPO2=Business Process Optimizationa and Outsourcing
BRI =Basic Rate Interface
BTO=Business Transformation Outsourcing
CCAI=Call Centre Association of India
CCS=Centum Call Seconds
CED=Caller Entered Digits
CIAC=Call Centre Industry Advisory Council
CIO=Chief Information Officer
CLI=Calling Line Identity
COPC=Customer OpperationsPerformance Centre
CSPs=Customer Service Providers
CSR=Customer Service Representative
CSR=Corporate Social Responsibility
CTI=Computer Telephony Integration
DASS=Digital Access Signaling System
DNIS=Dialed Number Identification Service
DTMF=Dual Tone Multifrequency
EDS=Enhances Directory Services
EPO=Engineering Process Outsourcing
ESCMSM=Esourcing Capability Model
ESO=Educational Services Outsourcing
FTE=Full Time Equivalent
HDI=Help Disk Institute
HRO=Human Resource Outsourcing
IMTIA=Indian Medical Transcription Industry Association
ISDN=Integreted Services Digital Network
ITES=Information Technologu enabled Services
ITSQC=Information Technology Services Qualification Center
IVR=Integreated Voice Response
IXC=Inter Exchange Carrier
KPI=Key Performance Measurements
KPO=Knowledge Process Outsourcing
LEC =Local Exchange Carrier
MBPO=Medical Business Process Outsourcing
NPI=Non-Public Personal Information
OTTS=Outsourcing Through Six Sigma
PABX=Private Automatic Branch Exchange
PBX=Private Branch Exchange
PCP=Post Call Processing
PRI =Primary Rate Interface
PSN=Public Switched Network
PTP=Per Transaction Price
RAN=Recorded Announcement Route
RPO=Research Process Outsourcing
RSF=Rosted Staff Factor
SCP=Support Centre Practices
SIP=Session Intiated Protocol
SLAs=Service Level Agreements
SSPA=Software Support Professionals Association
TAPI=Telephone Applications Programming Interface
TCV=Total Contract Value
TPSPs=Third Party Service Providers
TSAPI=Telephony Services Appliocations Programming Interface
TSF=Telephone Service Factor
TSR=Telephone Service Representative
UCD =Uniform Call Distributor
VRU =Voice Response Unit