Call Centre Management

Questions and answers related to management in the call centre
Subject Author Created Views Posts
How do you deal with Call Escalation? Anthony 27th Apr '10 76204 9
Difference between Occupancy and Utilization v 17th Jan '18 57521 5
FTE Calculations Anon 27th Feb '15 45749 18
AHT Glide Path (Learning curve) calculation Luis 14th Sep '17 42230 4
Quality Monitoring Forms thornden4 6th Jul '11 40864 46
FTE Calculation Question Anon 18th Aug '14 40297 16
Regulations on outbound calling times Jonty 10th Jul '09 39810 2
I need a good name for a new Contact Centre ahmed maghraby 6th Aug '11 39070 7
Forecasting Service Levels in absence of WFM DublinB 24th Sep '09 38816 13
Interview Question: Do you have experience working towards targets and KPIs Michelle 9th Mar '17 24828 6
What is the Formula for Concurrency in Chat support Charles 9th Jul '16 23534 6
Staffing Calculator for Email queues sayan 27th May '10 18985 15
Bidding for Outsource Business Anon 25th Mar '14 18552 9
Typing while talking cliveb30 4th Jul '11 15029 11
Agents break times amymcg88 28th Jun '11 14160 9
Service Level Threshold Calculations ns2081 11th Feb '13 13608 4
Grade of Service Formulas Martinator 3rd Jun '09 12957 3
Use of full names rigilem 8th Apr '10 12298 14
To determine FTE requirements Anon 4th May '13 11669 5
Cost per contact Pamw79 25th Nov '10 11658 5
Call evaluation criteria ccvusal 18th Aug '09 11211 3
How to answer "Why should we hire you?" in interview? Ella 25th Aug '11 9628 4
Calculating Agent Availability % Scott 29th Mar '11 9087 13
Workforce Formula Computation Compilation Anon 27th Nov '13 8776 2
Profit and Loss statements in call centre Anon 11th Jun '15 8028 5
Buzz Session Energizers Marc 18th Oct '11 7945 6
Quality Assurance Vs Team Supervisor ERAC123 21st Jan '10 7550 19
Sample Inbound Call Center SOP Ren 19th Jun '18 7232 7
Effective 121 Scheduling Fatburt 20th Jul '11 6907 6
Excel Forecast rizza 18th Feb '12 6695 6
Attendance and Punctuality band1 14th Sep '09 6400 8
Service Level Vinod 30th Nov '20 6387 3
Service Level vs Occupancy V77SMB 13th Dec '12 6373 5
Quality outbound calls how many per agent? beatrice51 11th Jan '12 6196 7
What makes a good team leader QALoz 11th Apr '12 5991 8
What is a Repeated Call? Anon 11th Feb '15 5937 6
How Do I Calculate Compliance Matthew 23rd Nov '16 5639 6
DPA – When does it apply? sara 17th Oct '16 5428 6
Seat Utilization Ratio jkloor 14th Dec '09 5424 4
Schedule Efficiency Anon 7th Jan '14 5161 7
How do I reduce my Wrap and Hold time? Anon 16th May '13 5149 5
How are employers supposed to deal with racism from customers 13th Jul '16 4910 5
Measuring Agent Adherence / Conformance / Productivity... ClareEdwards 15th Sep '12 4889 6
16 to 24 years olds and employment prospects Bunnycatz 20th Oct '11 4730 16
Call Abandon Rate amitl 31st Jan '11 4638 5
Best Practice Email Service Level Calculation vitordf 6th Apr '11 4620 4
Measuring soft skills Ishaam 2nd Mar '10 4479 8
Call centre training material / call coaching etc noname84 27th Dec '11 4316 2
Call centre manager interview presentation noname84 8th Dec '11 4286 2
Percentage Calls Answered proof 4th Jan '10 4285 4
Balanced Scorecard for Inbound Call Centre rikuslouw 6th Oct '09 4235 10
Performance-based bonus/malus scheme for outsourced call centres François 20th Jan '21 4227 3
Sales advisor interview questions? Ella 6th Jan '12 4174 4
How do you handle escalations at a manager level? Any suggestions? Anon 1st Feb '13 4166 2
Alternate Department Name for WFM Anon 12th Jul '13 4164 16
CSAT Question? Dougie 28th Nov '20 4036 2
Interview Questions and Scenarios Lebeter 17th Jun '11 3905 3
Excel Version of a Dashboard Anon 15th Apr '15 3814 3
High sickness and absence in temporary staff Amanda7 30th Nov '12 3799 7
Average Cost Per Call new 15th Sep '10 3786 5
Wrap time between calls GrahamS 23rd Apr '12 3776 8
Hanging up on abusive customers callcenterbrikkz 18th May '12 3773 4
Calculating FTE on ASA Varun 13th May '19 3745 4
Call Quality Scoring Anon 1st Apr '15 3612 7
Probing Activities Ljones 3rd Nov '09 3524 6
Do we need to give surname? SteveO 17th May '11 3524 5
Short Calls Vicki 19th Oct '09 3386 7
Call center SME Anon 14th Sep '14 3350 3
Industry Standard for DMC Rate cbryant 14th May '10 3324 2
Calculate stuff Zozo 19th Oct '20 3320 2
Breaking 24 interval Forecast Volumes Nishad 10th Oct '19 3306 2
Cost per channel (call, mail, chat, messaging ,etc.) François 18th Oct '19 3304 3
What percent of calls do not call back Laura 21st Apr '21 3293 2
How Virtual Assistants is Important for Your Business? Get 18th Dec '20 3247 0
Workforce Management Best Practice sean 22nd Jun '09 3224 5
IVR Menu Tips Jonty 29th Jun '09 3178 3
Simple way to measure productivity in Admin dept Luke D 13th May '11 3168 3
Notification of call recording reddy 13th Mar '12 3123 6
Number of calls analysed Anon 5th May '09 3117 14
Outbound Telemarketing System Requirements MarketpointGlobal 2nd Jun '10 3093 7
Dress Codes In Call Centre c.coxall 8th Feb '12 3065 13
how to forecast abandoned calls Lynne 5th Aug '12 3056 4
Call capacity and Answered call ratio computation Jamie 24th Feb '21 3026 2
AHT Baselining through time & motion study G K 22nd Aug '17 3025 2
Objection Handling and Rapport Building sarah 12th Nov '10 3019 2
motivational games for inbound Data Capture team lee-roy 17th Jun '11 2955 2
How do you measure live chat concurrency? Jamie 29th May '16 2948 4
Security Questions for the Data Protection lewysworld 13th Dec '10 2936 2
Improving Customer Satisfaction (CSAT) orion1 13th Apr '10 2866 2
Emails SL calculation with TAT Anon 4th Dec '14 2850 3
Call Centre vs Switchboard godfreysh 1st Apr '10 2848 4
Volume of assessments completed per month? Mark 1st Jun '21 2841 2
Objectives (OKR) for a support manager in a call center Mohamed 2nd Aug '16 2828 3
Email Delivery and Survey Scores Martin 5th Apr '21 2759 3
PIP for constant DPA breeches iruane 17th Feb '11 2681 4
Designing a Call Center Audit Checklist krystie 3rd May '17 2652 3
Formulas for monetary incentive call center Pamela 16th Oct '20 2650 2
Call centre budgets!! Anon 9th Apr '13 2631 3
Fun Making the Contact Centre Fun sean 15th Oct '09 2614 11
FTE Required for Outbound Calling to Meet SLA Scott 5th Oct '10 2562 3
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