The BPO Glossary

In BPO, KPI stands for Key Performance Indicator — the specific numbers an agent, team, or account is measured on. For most agents that means handle time, customer satisfaction, quality scores, and schedule adherence, tracked on a monthly scorecard.

In BPO, LOB stands for Line of Business — a distinct account, service, or workstream inside the operation. When someone asks "what's your LOB?", they are asking which client, product, or queue you work on.

In BPO, SLA stands for Service Level Agreement — the contracted performance standard between the BPO and its client. A classic example: answer 80% of calls within 20 seconds. Miss it consistently and the contract, not just a scorecard, is at stake.

In BPO, SME stands for Subject Matter Expert — the person on the floor who knows the account in depth. When an agent hits a question they cannot answer, the SME is who they raise their hand for.

In BPO, VTO stands for Voluntary Time Off. When call volume runs lower than forecast, the account offers agents the option to go home early — or skip a shift — unpaid. It is voluntary, it is unpaid, and it is usually first-come, first-served.