Teleservices Glossary of Terms

The Teleservices Glossary of Terms contains over 500 terms utilized by inbound and outbound contact centers, users of telemarketing, and industry suppliers and consultants.  This tool was designed to serve as a quick reference guide for experienced teleservices professionals or as a training tool for new professionals.

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The Global Call Center Report: International Perspectives on Management & Employment

The Global Call Center Report is the first large scale international study of call center management and employment practices across all regions of the globe. Covering almost 2,500 centers in 17 countries, this survey provides a detailed account of the similarities and differences in operations across widely diverse national contexts and cultures. The call centers in the study employ a total of 475,000 workers. Read more.

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The 2011 "US Contact Center Decision-Makers' Guide is the major annual report studying the performance, operations, technology and HR aspects of US contact center operations.

Taking a random sample of the industry, a detailed structured questionnaire was asked to contact center managers and directors.

The result is the largest and most comprehensive study of all aspects of the US contact center industry.