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.
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:
|+||Plus, or it could mean also|
|<||Less or smaller than/less important than|
|>||Greater or more than/more important than|
|AOF||Address on File|
|AOS||Already on System|
|ATTM||At this time|
|CB||or CL BK, Call back|
|CCI||Customer called in|
|CIN||Customer I/D number|
|CCM||Customer Care Manager|
|COT||Change of title|
|CSM||Customer Service Manager|
|CTI||Customer telephoned in|
|CUST SUPP||Customer Support|
|DO…||Date of… (e.g. DOB – date of birth)|
|DPA||Data Protection Act|
|EDD||Expected date of delivery|
|EST||Estimate or estimation|
|EVAL||Evaluate or evaluation|
|FAO||For attention of|
|IAW||In accordance with|
|IDENT||Identify or identifier or identification|
|IMT||Immediate or immediately|
|NAP||Not at present|
|NIS||Not in system|
|NOAC||No action necessary|
|NOFIN||No further information|
|OTS||Out of service|
|RE||In regard to|
|RFC||Request for change|
|SATFY||Satisfy or satisfactory|
|SLA||Service Level Agreement|
|TOC||To be continued|
|TOD||Time of delivery|
|TOR||Time of receipt|
|UNAPV||Unable to approve|
|WEF||With effect from|
|WIBIS||Will be issued|
|WIP||Work in progress|
|WISMO||Where is my order?|
Download the full list in Excel format
For the full list of of 541 of the contact centre abbreviations, in a handy Excel spreadsheet format, please click here!