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Welcome to the new Call Centre Helper Community!
We have integrated all our community sections into one - This includes our Call Centre Helper Forum, the Call Centre Helper Questions and Answers, along with CallCentreVoice.
Recently Active Topics
| Topic | Last Updated | Started by | Started on | Replies | |
|---|---|---|---|---|---|
| Understanding & using Erlang | 2 days ago | Dylan | 30th Jun '03 | 4 | |
| How to Calculate the Number of Agents Required | 1 week ago | Randerton | 10th Oct '11 | 27 | |
| QA Monthly REPORT | 1 week ago | Sharon Mujeka | 31st Mar '20 | 1 | |
| How are you handling/showing compassion to emotional callers during the COVID-19 pandemic? | 1 week ago | KaylaPfeifer | 31st Mar '20 | 1 | |
| General Formula for Quick Estimates for Expanded Coverage | 1 week ago | RayEllison | 24th Mar '20 | 1 | |
| Changing SLA and target time- but staffing stays the same- please advise | 1 week ago | AryManzhukh | 23rd Mar '20 | 1 | |
| FTE Calculations | 1 week ago | Anon | 27th Feb '15 | 15 | |
| Open or close? | 1 week ago | StephenRafferty | 23rd Mar '20 | 1 | |
| Project Plan for new call centre set up | 1 week ago | Lucia | 30th May '08 | 25 | |
| What do you tell customers when they ask for your location? | 2 weeks ago | EmmaTinney | 22nd Mar '20 | 3 | |
| Laws on Headsets | 2 weeks ago | Laura | 11th Jul '02 | 9 | |
| reverse erlang | 2 weeks ago | SusanBowen | 23rd May '19 | 2 | |
| Industry Average- Acceptable Wait Time? | 2 weeks ago | rikuslouw | 22nd Jan '10 | 9 | |
| How do you deal with Call Escalation? | 3 years ago | Anthony | 27th Apr '10 | 5 | |
| Actual Required FTE Calculation | 2 months ago | Anon | 8th Jan '15 | 19 | |
| How to manage an outsourcing relationship? | 2 weeks ago | martin blain | 1st Dec '10 | 5 | |
| Coughing when on call with customer by call centre agent | 2 weeks ago | AbimbolaAkinnuoye | 13th Dec '19 | 2 | |
| Customer Contact Experience | 3 weeks ago | RishabhSachan | 16th Mar '20 | 1 | |
| how to over come NO to the sales question | 3 weeks ago | junePARKER | 17th Mar '20 | 1 | |
| Sample Inbound Call Center SOP | 3 weeks ago | Rencm | 19th Jun '18 | 6 | |
| Best script for a fee waiver (denied) | 4 weeks ago | LaurenMichelle | 14th Mar '20 | 1 | |
| Quality outbound calls how many per agent? | 4 weeks ago | beatrice51 | 11th Jan '12 | 6 | |
| Erlang C on Google App Script (Google Sheets) | 4 weeks ago | GianlucaMerler | 10th Mar '20 | 1 | |
| Call Calibration Calculation | 4 weeks ago | Saurav Nath | 7th Mar '20 | 1 | |
| Assessing the ROI of training.. An important Factor | 4 weeks ago | Martin | 24th Jun '03 | 1 | |
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| Staffing Calculator for Email queues | 15 | 16418 |
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