We are actively looking for contributions and answers to the following questions:

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 anyone implemented an employee council to increase engagement?
(Read more…)

Question: “I run a mid sized contact centre.  We try to recruit people with happy and chatty personalities, and generally we do a pretty good job at building up rapport with customers.  (Read more…)

We get asked many questions about the legal implications and compliance issues surrounding the recording of calls.

Here we have asked our panel of experts to help clarify the situation… (Read more…)

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… (Read more…)

“I have recently set up my own outbound call center and all of my agents are (Read more…)

“Does anyone know of any multilingual call centres in the UK?” (Read more…)

“Does anybody know what percentage of callers abandon in an IVR (Read more…)

“Can you please tell me the guidance around allowing employed staff (Read more…)

“We are currently in the process of determining how to measure our out-bound calls. (Read more…)

Question: We run three call centres in the UK and with the economy getting tighter, we have been looking at the possibility of outsourcing our calls - either in the UK or to India. We are a bit worried about a customer backlash. Does anybody have any advice of what we need to do - or any experience of having done this themselves? (Read more…)