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:

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!