Operational
Lexicon.

Tasks or projects done on an as-needed basis, often without a predefined schedule or long-term plan.

AI systems capable of autonomous action, decision-making, and tool use to achieve goals without constant human intervention.

The simulation of human intelligence processes by computer systems, including learning, reasoning, and self-correction.

The rate at which employees leave a workforce over a given period, a key metric in BPO stability.

The use of technology to perform tasks with reduced human assistance.

Outsourcing internal business functions such as data entry, accounting, HR, and IT support, which are not client-facing.

A pool of talented employees who are hired and trained but not yet assigned to a specific client project, ensuring rapid deployment.

The contracting of non-primary business activities and functions to a third-party provider.

A strategy ensuring that business operations can continue with minimal disruption during unexpected events or disasters.

A centralized office used for receiving or transmitting a large volume of enquiries by telephone.

The delivery of computing services—including servers, storage, databases, networking, software—over the Internet.

A business arrangement where a company partners with a vendor to manage a function together, sharing risks and management responsibilities.

The aggregate of all interactions a customer has with a brand, from discovery to support.

Technology for managing all your company's relationships and interactions with customers and potential customers.

The process of discovering patterns in large data sets involving methods at the intersection of machine learning, statistics, and database systems.

Protective measures employed to secure data from unapproved access and to preserve data confidentiality, integrity, and availability.

An engagement model where an outsourced team works exclusively for a single client, similar to an in-house team.

The integration of digital technology into all areas of a business, fundamentally changing how you operate and deliver value to customers.

Contracting out specialized tasks related to online retail, such as listing management, order fulfillment, and customer support.

A third-party organization that takes on the legal responsibilities of employing staff on behalf of another company.

Software used by organizations to manage day-to-day business activities such as accounting, procurement, project management, and manufacturing.

The process of moving a customer query or issue to a higher-level agent or supervisor for resolution.

Outsourcing customer-facing services such as contact centers, sales, and help desks.

A unit that indicates the workload of an employed person in a way that makes workloads comparable across various contexts.

A legal framework that sets guidelines for the collection and processing of personal information from individuals who live in the European Union.

A captive center located in a low-cost country, owned and operated by the parent company rather than a third-party vendor.

A resource intended to provide the customer or end user with information and support related to a company's products and services.

A model of human interaction with AI where humans provide feedback or validation to improve the model's accuracy.

An operational structure combining onshore, nearshore, and offshore teams, or remote and in-office work.

A call center that primarily handles incoming calls from customers, often for support or inquiries.

A form of cloud computing that provides virtualized computing resources over the internet.

Certification from the International Organization for Standardization, indicating a company follows global standards for quality, safety, and efficiency.

A measurable value that demonstrates how effectively a company is achieving key business objectives.

Outsourcing of core, information-related business activities which are competitively important or form an integral part of a company's value chain.

The practice of searching for and using the lowest cost labor available, often by moving operations to countries with lower wages.

The practice of a law firm or corporation obtaining legal support services from an outside law firm or legal support services company.

A KDCI-specific model where a dedicated team operates with its own internal leadership and QA structure, embedded within your company.

The practice of outsourcing the responsibility for maintaining, and anticipating need for, a range of processes and functions.

Providing support or sales across multiple distinct channels (email, phone, chat) that may not necessarily be integrated.

The practice of transferring a business operation to a nearby country, often sharing a border or time zone.

A market research metric that is based on a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or service.

The practice of basing some of a company's processes or services overseas, so as to take advantage of lower costs.

A cross-channel content strategy that improves the user experience and drives better relationships across all points of contact.

Relocating business processes to a lower-cost location inside the same national borders.

A call center where agents make outgoing calls to prospective or existing customers.

The business practice of hiring a party outside a company to perform services or create goods that were traditionally performed in-house.

The proactive task of identifying, analyzing, and improving upon existing business processes within an organization.

The application of processes, methods, skills, knowledge, and experience to achieve specific project objectives.

A way of preventing mistakes and defects in manufactured products and avoiding problems when delivering products or services to customers.

A procedure or set of procedures intended to ensure that a manufactured product or performed service adheres to a defined set of quality criteria.

A working style that allows professionals to work outside of a traditional office environment.

Software technology that makes it easy to build, deploy, and manage software robots that emulate humans actions.

A form of business process outsourcing where an employer transfers all or part of its recruitment processes to an external service provider.

The capacity to be changed in size or scale, especially the ability of a business system to handle growing amounts of work.

A BPO model where the client rents the physical office space and infrastructure, but manages the staff directly.

A centralized unit within a corporation that provides services to the other business units.

A commitment between a service provider and a client. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.

A set of step-by-step instructions compiled by an organization to help workers carry out complex routine operations.

An outsourcing strategy where external personnel are used to temporarily augment the capacity of your organization.

The process of finding and acquiring skilled human labor for organizational needs and to meet any labor requirement.

The direct marketing of goods or services to potential customers over the telephone or the internet.

A contract type where the employer agrees to pay the contractor based upon the time spent by the contractor's employees and for materials used.

A financial estimate intended to help buyers and owners determine the direct and indirect costs of a product or system.

The percentage of employees in a workforce that leave during a certain period of time.

A sales technique where a seller invites the customer to purchase more expensive items, upgrades, or other add-ons.

A generally self-employed individual who provides professional administrative, technical, or creative assistance to clients remotely.

A technology that allows you to make voice calls using a broadband Internet connection instead of a regular (or analog) phone line.

The design, execution, and automation of processes based on workflow rules where human tasks, data or files are routed between people or systems based on pre-defined business rules.

An institutional process that maximizes performance levels and competency for an organization.

A security framework requiring all users, whether in or outside the organization's network, to be authenticated, authorized, and continuously validated.