GLOSSARY

Accounts receivable- Any amount owed to a business as the result of a purchase

of goods or services from it on a credit basis. Although the firm making the sale
receives no written promise of payment, it enters the amount due as a current asset
in its books. Accounts receivable constitute a major portion of the assets of many
companies, and they may even be sold or pledged as collateral to obtain loans

ACD- Average Call Duration

BPO - Business Process Outsourcing

CRM- Customer Relationship Management

IT- BPO- Information Technology Business Process Outsourcing

ITES -- Information Technology-Enabled Services

ACD - Automatic Call Distribution, is a tool commonly used in the telephony industry.
ACD systems are commonly found in any office that handles a large volume of
inbound calls.

Baseline - information that is used as a starting point by which to compare other

information

Caseload- the number of cases handled (as by a court or clinic) usually in a

particular period

CSAT- Customer Service Satisfaction Score

finances- money or other liquid resources of a government, business, group, or

individual

IVR- Interactive Voice Response

KPO - Knowledge Process Outsourcing

preceding - existing, coming, or occurring immediately before in time or place

proximity- closeness

mandatory- required by a law or rule

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offshoot- a collateral or derived branch, descendant, or member

SEC- Securities and Exchange Commission

Simulation – models or real-world activities, designed to allow the user to

experiment and explore environments that may be dangerous, inaccessible or
unavailable

sub-contract- to hire another person or company to do part of a job that you have
been hired to do

third party -- a person or entity other than the principals

TTR- Time to Resolution

US- United States

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 REFERENCES

Books and Modules

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 Acknowledgement
This Learning Module on Contact Center Services was developed for the
Information and Communication Technology Course in Technology and Livelihood
Education, Grade 10 of the K to 12 Curriculum with the assistance of the following
persons:

MODULE WRITERS

Dr. VIRGILIO O. GUEVARRA, Jr. DIANA MARIE B. DAGLI

Division Coordinator Head Teacher III
Dasmariñas, Cavite Nagpayong High School
Region IV – A CALABARZON Division of Pasig City
NCR

MARIA ANGELICA G. MATES ROSE ANN M. SULLA

Teacher II Teacher I
Jose Abad Santos High School Parang High School
Division of Manila Division of Marikina City
NCR NCR

REVIEWERS

DOCUMENTORS / SECRETARIAT

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