Community Forum
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 | |
|---|---|---|---|---|---|
| Annualised Hours set up in Impact 360 | 1 day ago | KamJohal | 23rd Jun '17 | 0 | |
| Contractual obligations if a 3rd party Call Centre is unable to recruit the FTE you require | 6 days ago | DannyA | 30th May '17 | 5 | |
| Calculating Absenteeism Rate | 6 days ago | AdamTauro | 19th Jun '17 | 0 | |
| Teleopti - WFM tool | 1 week ago | Rachana | 17th Aug '05 | 4 | |
| What is the industry standard target for Schedule Efficiency? | 1 week ago | Natalie Trease | 15th Jun '17 | 0 | |
| Does anyone have any Aspect eWFM manual? | 1 week ago | Bineesh | 27th Oct '16 | 6 | |
| Managing Customer Emails/Calls | 1 week ago | GMSada | 13th Jun '17 | 1 | |
| Equipment List to setup Call Centre | 2 weeks ago | Lokesh | 27th Feb '02 | 3 | |
| Scripting When Charging Fees | 2 weeks ago | ClaudiaAranda | 8th Jun '17 | 1 | |
| Project Plan for new call centre set up | 2 weeks ago | Lucia | 30th May '08 | 16 | |
| Forecasting Abandoned Calls | 2 weeks ago | Anon | 26th Jan '16 | 7 | |
| New to Workforce Management - Need Help | 3 weeks ago | Daniel Lloyd | 6th Jun '17 | 2 | |
| Planning Phone/Email team | 3 weeks ago | JamieP | 28th Jan '15 | 4 | |
| Industry Benchmarks | 3 weeks ago | swapnilagrawal | 6th Jun '17 | 0 | |
| Converting Interval wise FTE into Day wise | 3 weeks ago | SuyeshBagule | 2nd Jun '17 | 2 | |
| Industry standard -Percentage of blocked transactions? | 3 weeks ago | swapnilagrawal | 5th Jun '17 | 0 | |
| IVR Benchmarking | 3 weeks ago | swapnilagrawal | 2nd Jun '17 | 2 | |
| Service Level of 80% Handled in 20 Seconds - Is this an Effective and Efficient Measure? | 3 weeks ago | TaraRiches | 1st Jun '17 | 1 | |
| Agent is very slow on emails | 3 weeks ago | Levinia Boltman | 26th May '17 | 1 | |
| Propensity to call help | 3 weeks ago | Anon | 24th May '17 | 1 | |
Most Viewed Topics
| Topic | Posts | Views |
|---|---|---|
| How to calculate the number of agents required | 30 | 110251 |
| Games ideas for an Office Olympic themed incentive | 5 | 38686 |
| At what point are you allowed to hang up on a caller? | 29 | 37951 |
| how do you deal with call escalation? | 6 | 34640 |
| What should we call our front line call centre staff? | 17 | 26304 |
| Formula to calculate the call resolution | 3 | 14287 |
| I need a good name for a new Contact Centre | 7 | 14007 |
| Regulations on outbound calling times | 2 | 12339 |
| Quality Monitoring Forms | 43 | 11194 |
| Forecasting Service Levels in absence of WFM | 13 | 10159 |
| What makes an outbound sales agent?? | 6 | 9983 |
| FTE Calculation Question | 13 | 9259 |
| Call evaluation criteria | 3 | 9142 |
| grade of service formulas | 3 | 8518 |
| to determine FTE requirements | 6 | 7961 |
| Call Flow Design Best Practice | 4 | 7843 |
| How to answer "Why should we hire you?" in interview? | 4 | 7696 |
| Cost per contact | 5 | 7200 |
| Use of full names | 14 | 7094 |
| Agents break times | 9 | 7005 |
Categories
- General 566
- Technology 325
- Products and Services 22
- After Hours and Humour 42
- Call Centre Answers 770
- Planning Strategy and Management 237
- Training and Staff Development 118
- Customer Service Issues 124
- The Archive 0
- Call Centre Management 879
- Call Centre Life 91
- Strategy 71
- Resource Planning and Forecasting 153
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