Call Centre Answers

Just recently we have been having agent confidence issues! Some of the problems are with new agents and some with long standing agents who start to question their ability.

Question: We have been experiencing agent confidence issues.  Any suggestions?
Question: I need competition ideas to help boost agent morale.  Any suggestions?
Question: How many agents can one Team Leader effectively supervise?
Question: I am interested in setting up a programme to promote retention. Any ideas?
Question: I am looking for a program to track employee attendance.  Any suggestions?
Question: Has [...]

I am a Team Lead for an inbound call center. There are 2 of us and we are looking to divide our agents into two groups. Each group would consist of 25 agents.

I would like to know the international standards regards the number of agents one Team Leader can effectively supervise.

I am interested in setting up a degree programme for the employees of my contact centre to help promote retention.

I am looking for a good program or database that I can track employee attendance.  Any suggestions? 

Has anyone had success in implementing an employee council to increase engagement?

Can anyone could share some best practice around dialing dual customer numbers i.e. mobile and landline.

We are a 50 seat centre that takes messages for a wide range of clients (~800).  Roughly 55-60% being where they act to just take messages quickly

Do you allow other departments to transfer their phones to you within the contact centre?