Call Centre Answers

Do you include all abandoned calls within your statistics?

I work as a quality manager for a telecoms company and I’m looking into DPA when monitoring agent/advisor calls. 

What are the standard credit and security checks that should be completed on potential new recruits?

I worked in a call centre for more then 5 years and never had any problems or issues either with my employer or any of the customers.  My employer then received part of an individual recording of a telephone conversation from a customer who made a complaint against me.

Please could I ask for views on what is deemed to be an acceptable level of

I’m trying to financially model and write a business case for an inbound/outbound contact centre.

Are agents expected to be logged on the phone and ready to take calls at the start of their shift

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.

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

We are currently looking for inbound customer service agents.