Call Centre Answers

Call Centre Questions and Answers

Answers: Has anyone used incentive schemes to reduce sickness absence?

Can anyone advise if they have any experience of using incentives to reduce sickness?

Answers: Can somone give me some advice on setting up a forecasting ability?

I was wondering if someone can give me some advise on setting up a forecasting ability for a contact centre that currently has nil experience or ability in forecasting.

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Answers: Can you help with my sales call centre woes?

I work within the sales call centre for a Honda dealership and I try to get people to come in and book appointments.

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Answers: Can anyone suggest some useful telephone interview screening questions?

We are currently looking for inbound customer service agents.

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Answers: How can I design a flexible rota for agents?

I working for a Call centre and we have a problem in designing a flexible rota for the agents.

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Answers: I need some advice on abandoned call targets. Can you help?

We have recently adjusted our service level targets to 85% in 15 seconds. We would like to extend this and offer up a realistic abandoned calls

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Answers: I need a set of open questions for outbound calling – any ideas?

I have started to work as a call center trainer and would like some ideas on having a set number of opening questions which can be used for outbound calling.

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Answers: Homeworking

Question: We are looking to trial homeworking in our contact centre. Has anybody got any practical experience on running homeworking and in particular the management issues associated with managing people who are not in the office?
Read on to find out what advice some of our regular panellists offer…

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