Call Centre Answers

Call Centre Questions and Answers

Answers: I have to improve productivity in our call centre – where do I begin?

I have been given the task of improving productivity in our call centre, and it has been said that if I do, then this will

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Answers: Which are the largest call centres in the UK?

Which are the largest call centres in the UK?

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Answers: Overworked call centre

Question: I recently took over a bureau with 20 agents and a key client with high service levels agreements (SLAs).
The directors keep winning more and more business, resulting in the degradation of these key KPIs and I am getting the blame. I only have a small team and we have been at full stretch.
Help – [...]

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Answers: Call recording compliance issues

“I am working on a quality project, I held some workshops with the frontline staff

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Answers: Legal implications of call recording

“Is it possible for someone to tell me the certain legal implications

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Answers: Poor communication and a culture of fear

Question: I’m an advisor working in a contact centre, and I’m getting increasingly concerned about the poor level of staff/manager interaction that exists in my firm as it goes through a considerable revamp.

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Answers: Dealing with personality changes

Question: How does one deal with an agent whose personality has changed dramatically over the past two months?
One of my team has been suffering a great deal of stress recently at home, and it’s having a marked effect on her work – particularly on the way she deals with customers.

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Answers: successful recruitment

Question: What kind of questions should I ask when interviewing potential agents for an inbound sales call centre environment? Bearing in mind that I’m trying to find people who are sales oriented, should I focus on their sales technique or also try to ascertain their general customer service skills? Is there any way of bringing [...]

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Answers: Sabbaticals and interim managers

Question: Our organisation has an HR policy offering six-month sabbaticals to staff that have been with the company for longer than ten years. We’ve one senior manager in our call centre who would like to take advantage of this.

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Answers: 360 degree annual reviews

Question: Do you think there’s value in undertaking 360 degree annual reviews? I’m always looking for new ways of increasing morale and productivity in our call centre, and having read a couple of articles recently on 360 degree reviews, I’m wondering whether they could work effectively in our business too.

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