Call centre 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?

Question: We have been experiencing agent confidence issues.  Any suggestions?

Just recently we have been having agent confidence issues! Some of the problems are with new agents (Read more…)

Question: I need competition ideas to help boost agent morale.  Any suggestions?

I am a Team Lead for an inbound call center. There are 2 of us and we are looking (Read more…)

Question: How many agents can one Team Leader effectively supervise?

I would like to know the international standards regards the number of agents one Team Leader (Read more…)

Question: I am interested in setting up a programme to promote retention. Any ideas?

I heard that Airmiles had started a similar scheme and wondered if anyone knows (Read more…)

Question: I am looking for a program to track employee attendance?

I am looking for a good program or database that I can track employee attendance (Read more…)

Question: Has anyone implemented an employee council to increase engagement?

Has anyone implemented an employee council (Read more…)

Question: Do I try the landline or mobile first?

I was wondering if anyone could share some best practice around dialling dual customer numbers (Read more…)

Question: How do I schedule staff for peaky and unpredictable call volumes?

We are a 50 seat centre that takes messages for a wide range of clients (Read more…)

Question: Do you include all abandoned calls within your statistics?

Do you include all abandoned calls within your statistics (Read more…)

Question: How do you record calls transferred from other depts?

Do you allow other departments to transfer their calls to you (Read more…)

Question: What level of security questions need to be asked?

I work as a quality manager for a telecoms company and I’m looking into DPA (Read more…)

Question: What are the standard checks that should be completed on new recruits?

What are the standard security and credit checks that should be completed (Read more…)

Question: Has anyone used incentiove schemes to reduce sickness absence?

Can anyone advise if they have any experience of using incentives to reduce sickness? (Read more…)

Question: Can my employer use a call recording made by a customer as evidence against me?

I worked in a call centre for more then 5 years and never had any problems or issues (Read more…)

Question: What is deemed as a suitable level of ‘idle time’?

Please could I ask for views on what is deemed to be an acceptable level of (Read more…)

Question: I need help forecasting sales revenues – any advice?

I’m trying to financially model and write a business case for an inbound/outbound contact centre (Read more…)

Question: Do you give agents paid time to log on?

Are agents expected to be logged on the phone and ready to take calls (Read more…)

Question: Can someone give me some advice on setting up a forecasting ability?

I was wondering if someone can give me some advice on setting up (Read more…)

Question: Can you help me with my sales call centre woes?

I work within the sales call centre of a Honda dealership and I try and get people to come in (Read more…)

Question: Can anyone suggest some useful telephone interview screening questions?

We are currently looking for inbound customer service agents (Read more…)

Question: I need a set of open questions for outbound calling – any ideas?

I have started to work as a call centre trainer and would like some ideas on having a set of (Read more…)

Question: How can I design a flexible rota for agents?

I am working for a call centre and we have a problem in designing a flexible rota for the agents (Read more…)

Question: I need some advice on abandoned call targets.  Can you help?

We have recently adjusted our service level targets to 85% in 15 seconds.  We would like to extend this (Read more…)

Question: I need some tips to improve agents convincing skills.  Any ideas?

I would like some tips on how to improve call centre agents convincing skills (Read more…)

Question: What is the minimum number of staff required for a 24 hour call centre?

I would like to check on what is the minimum number of staff required for a 24-hour call centre (Read more…)

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