Glossary of Terms for Contact Centers


Note: The time periods for which you should report metrics are usually the most recent 12 months for which you have data, except for satisfaction data, which are for the most recent 90-day period. New centers and centers which have recently moved or undergone major changes in technology or organization should discuss the appropriate time period to use with their BenchmarkPortal expert.


Please download and use our Glossary to help you accurately benchmark your metrics.

BMP-Glossary of terms

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