Glossary
- Call centre (or contact centre)
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Generic term used for reservation centres, support services, information hotlines, and other customer service centres. Call centres process a large number of calls for the purposes of sales, marketing, customer service, technical support, or other specialized commercial activities.
- Crisis management
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The organizational techniques and methods that enable an organization to deal with a major unpredictable event and handle a crisis, then draw lessons from it to improve procedures and structures.
- Outsourcing (or externalization)
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To utilize a third-party provider to perform services previously performed in-house, a practice used to reduce costs and to improve efficiencies.
- ISO 9001:2008
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Standard established by the International Organization for Standardization representing international consensus on good quality management practices. It is based on eight principles:
- Customer focus
- Leadership
- Involvement of people
- Process approach
- System approach
- Continual improvement
- Factual approach to decision making
- Mutually beneficial supplier relationships
- Business-to-business services (or B2B)
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Services involving business activities conducted between companies or direct marketing activities targeting companies.
- Cross-selling
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Sales technique where a representative sells to an existing customer an additional product from the same company but for an entirely different product line.
- Upselling
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Sales technique where a representative induces an existing customer to purchase an upgrade of a product he already has or add-ons service.