Outsourcing glossary

Those stinking three letter words.

Here’s a quick guide to help understand the in’s and out’s of outsourcing.



An Agent is a customer experience representative who handles (and solves) incoming or outgoing customer inquiries through various support channels such as voice, email, chat, social, asynchronous messaging, in-app and SMS text.

At TaskUs, we refer to agents as “teammates.” We do this because our focus is on humanizing these frontline support members, as they are the most critical element on the team. TaskUs is an employee-centric company that keeps our teammates top of mind at all times.