Call Centre Answers

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

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

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

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.

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…

“I have recently set up my own outbound call center and all of my agents are

“Does anyone know of any multilingual call centres in the UK?”

“Does anybody know what percentage of callers abandon in an IVR

“Can you please tell me the guidance around allowing employed staff

“We are currently in the process of determining how to measure our out-bound calls.