Call Centre Abbreviations to Speed up Wrap Time

Here is a list of abbreviations that can be used for speed-typing notes into the customer system. It can be a great method to help your advisors to shorten wrap time, which is an important time period for call centre advisors to complete after-call work (ACW).

ACW includes duties such as updating the contact centre system with the previous caller’s resolution, reporting their next steps and ordering any relevant notes and details.

For more call centre terms, have a look at Contact Centre Jargon and Terminologies.

These abbreviations include acronyms, short code and shorthand replacements for commonly used words and phrases in the call centre.

For example, CUST = Customer would make an ideal shorthand replacement as you have reduced the length of the word. Another would be RCVD = Received, which highlights how you can instead simply remove the vowels from any given word or phrase.

Acronyms, including CTI = Customer Telephoned In, are also useful to shorten phrases by initialising them, as well as short codes such as ~ = approximately, which replace their word equivalents.

We have compiled a list of 541 of contact centre abbreviations, which is available to download in Excel format. But we have also devised a shortened list, based on commonly used abbreviations that you should seriously consider implementing in your call centre.

These are the most common 100 call centre abbreviations:

Abbreviation	Term
@	At
~	Approximately
+	Plus, or it could mean also
<	Less or smaller than/less important than
=	Equals
>	Greater or more than/more important than
ADMIN	Administration
AGRMT	Agreement
AOF	Address on File
AOS	Already on System
APVL	Approval
ATTM	At this time
AUTH	Authority, authorise
CB	or CL BK, Call back
CC	Customer care
CCI	Customer called in
CIN	Customer I/D number
CCM	Customer Care Manager
CMPLT	Complete
CNL	Cancel
CONF	Confidential
COT	Change of title
CSM	Customer Service Manager
CTI	Customer telephoned in
CUST	Customer
CUST SUPP	Customer Support
DD	Direct debit
DESTN	Destination
DET(S)	Detail(s)
DLVY	Delivery
DO…	Date of… (e.g. DOB – date of birth)
DPA	Data Protection Act
EDD	Expected date of delivery
EMERG	Emergency
ENRT	En route
EST	Estimate or estimation
EVAL	Evaluate or evaluation
EXTN	Extension
FAO	For attention of
FONE	Telephone
FTE	Full-time equivalent
IAW	In accordance with
IDENT	Identify or identifier or identification
IMPT	Important
IMT	Immediate or immediately
INFO	Information
K	Thousand
MAX	Maximum
MISG	Missing
MULT	Multiple
N/A	Not applicable
NAP	Not at present
NC	No change
NIS	Not in system
NOAC	No action necessary
NOFIN	No further information
NT	No trace
O/F	On file
O/P	Overpayment
O/R	On request
OTS	Out of service
AM/PM	Morning/Afternoon
PH	Past history
PI	Personal issue
PO	Purchase order
PYT	Payment
QLTY	Quality
QNTY	Quantity
RECD	Received
RE	In regard to
REQD	Required
REQSTD	Requested
RETN	Return/Returned
RFC	Request for change
RPRT	Report
SATFY	Satisfy or satisfactory
SC	Sort Code
SDBY	Standby
SGD	Signed
SLA	Service Level Agreement
SO	Standing order
SP	Single payment
SUP	Supply
SUSP	Suspend
SYS	System
TEMP	Temporary
TOC	To be continued
TOD	Time of delivery
TOR	Time of receipt
TRANSCODE	Transaction code
TRMT	Terminate
UNAPV	Unable to approve
UNAVBL	Unavailable
UNDLD	Undelivered
URG	Urgent
UNSATFY	Unsatisfactory
WEF	With effect from
WIBIS	Will be issued
WIP	Work in progress
WISMO	Where is my order?