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…)
I’m supervisor of a call center in telephone company and recently I’m feeling that some of my employees (Read more…)
Question: We run an outbound call centre that contacts prospective customers to switch their spend from their current providers to our company. At present the sales advisors are paid a salary on or just above the marketplace value, with a commission structure that pays from first sale. This then has the benefit for all staff that they are paid a commission whether they deliver target or not. (Read more…)
We are actively looking for contributions and answers to the following questions:
Question: What is the minimum number of staff required for a 24 hour call centre?
Question: I need a new quality initiative - any suggestions?
Question: How do I develop new inbound and outbound business?
Question: I need a catchy name for a new initiative - any suggestions?
Question: I have to improve productivity in our call centre - where do I begin?
Question: Which are the largest call centres in the UK?
Question: Call recording compliance issues
Question: Legal implications of call recording
(Read more…)
