Customer Service Agent Acronyms
Customer Service Words and Acronyms
Here’s a list of some of the more common acronyms being passed around customer service centers.
AHT - Average handle time
CSAT - Customer satisfaction
CSS - Customer self service
CTI - Computer-telephony integration
EOL - End of life policy
FCR - First contact resolution
KB - Knowledge base
KPI- Key performance indicator
NPS - Net promoter score
SLA Service level agreement
Have you mastered the service rep's guide to acronyms? Great – but these terms are just the beginning to learning more about the everyday language used by customer service professionals. Interested in more terminology you support nerd? Then check out our customer service dictionary.