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 54703 6
Difference between Occupancy and Utilization v 17th Jan '18 32912 3
FTE Calculations Anon 27th Feb '15 27198 16
Quality Monitoring Forms thornden4 6th Jul '11 25338 46
AHT Glide Path (Learning curve) calculation Luis 14th Sep '17 25314 3
Regulations on outbound calling times Jonty 10th Jul '09 24258 2
I need a good name for a new Contact Centre ahmed maghraby 6th Aug '11 23832 7
FTE Calculation Question Anon 18th Aug '14 23632 16
Forecasting Service Levels in absence of WFM DublinB 24th Sep '09 22590 13
What is the Formula for Concurrency in Chat support Charles 9th Jul '16 17727 6
Staffing Calculator for Email queues sayan 27th May '10 16887 15
Interview Question: Do you have experience working towards targets and KPIs Michelle 9th Mar '17 14860 6
Typing while talking cliveb30 4th Jul '11 13298 11
Agents break times amymcg88 28th Jun '11 12934 9
Grade of Service Formulas Martinator 3rd Jun '09 12327 3
Use of full names rigilem 8th Apr '10 11516 14
Cost per contact Pamw79 25th Nov '10 11487 5
To determine FTE requirements Anon 4th May '13 11122 5
Call evaluation criteria ccvusal 18th Aug '09 11032 3
Service Level Threshold Calculations ns2081 11th Feb '13 10344 3
How to answer "Why should we hire you?" in interview? Ella 25th Aug '11 9454 4
Workforce Formula Computation Compilation Anon 27th Nov '13 8046 2
Buzz Session Energizers Marc 18th Oct '11 7758 6
Bidding for Outsource Business Anon 25th Mar '14 7531 9
Excel Forecast rizza 18th Feb '12 6618 6
Attendance and Punctuality band1 14th Sep '09 6071 8
Calculating Agent Availability % Scott 29th Mar '11 5936 13
Quality outbound calls how many per agent? beatrice51 11th Jan '12 5926 7
What makes a good team leader QALoz 11th Apr '12 5848 8
Quality Assurance Vs Team Supervisor ERAC123 21st Jan '10 5708 15
Service Level vs Occupancy V77SMB 13th Dec '12 5527 5
Sample Inbound Call Center SOP Ren 19th Jun '18 5345 7
Profit and Loss statements in call centre Anon 11th Jun '15 5065 4
How do I reduce my Wrap and Hold time? Anon 16th May '13 5063 5
What is a Repeated Call? Anon 11th Feb '15 4995 6
How Do I Calculate Compliance Matthew 23rd Nov '16 4992 6
Schedule Efficiency Anon 7th Jan '14 4982 7
Call Abandon Rate amitl 31st Jan '11 4573 5
Seat Utilization Ratio jkloor 14th Dec '09 4487 4
Measuring soft skills Ishaam 2nd Mar '10 4320 8
Call centre training material / call coaching etc noname84 27th Dec '11 4244 2
Measuring Agent Adherence / Conformance / Productivity... ClareEdwards 15th Sep '12 4243 6
How are employers supposed to deal with racism from customers 13th Jul '16 4152 5
DPA – When does it apply? sara 17th Oct '16 4134 6
Balanced Scorecard for Inbound Call Centre rikuslouw 6th Oct '09 4085 10
Sales advisor interview questions? Ella 6th Jan '12 4068 4
Percentage Calls Answered proof 4th Jan '10 4005 4
16 to 24 years olds and employment prospects Bunnycatz 20th Oct '11 3975 16
Best Practice Email Service Level Calculation vitordf 6th Apr '11 3959 4
Call centre manager interview presentation noname84 8th Dec '11 3949 2
How do you handle escalations at a manager level? Any suggestions? Anon 1st Feb '13 3891 2
Interview Questions and Scenarios Lebeter 17th Jun '11 3824 3
Excel Version of a Dashboard Anon 15th Apr '15 3712 3
Average Cost Per Call new 15th Sep '10 3705 5
Hanging up on abusive customers callcenterbrikkz 18th May '12 3582 4
Call Quality Scoring Anon 1st Apr '15 3417 7
Probing Activities Ljones 3rd Nov '09 3295 6
Wrap time between calls GrahamS 23rd Apr '12 3281 8
Short Calls Vicki 19th Oct '09 3180 7
Breaking 24 interval Forecast Volumes Nishad 10th Oct '19 3146 2
Cost per channel (call, mail, chat, messaging ,etc.) François 18th Oct '19 3124 3
IVR Menu Tips Jonty 29th Jun '09 3119 3
Do we need to give surname? SteveO 17th May '11 3115 5
Notification of call recording reddy 13th Mar '12 3028 6
Outbound Telemarketing System Requirements MarketpointGlobal 2nd Jun '10 2995 7
Objection Handling and Rapport Building sarah 12th Nov '10 2946 2
how to forecast abandoned calls Lynne 5th Aug '12 2946 4
Call center SME Anon 14th Sep '14 2934 3
Workforce Management Best Practice sean 22nd Jun '09 2889 5
motivational games for inbound Data Capture team lee-roy 17th Jun '11 2888 2
Simple way to measure productivity in Admin dept Luke D 13th May '11 2887 3
Security Questions for the Data Protection lewysworld 13th Dec '10 2855 2
Improving Customer Satisfaction (CSAT) orion1 13th Apr '10 2817 2
Dress Codes In Call Centre c.coxall 8th Feb '12 2793 13
Industry Standard for DMC Rate cbryant 14th May '10 2763 2
Effective 121 Scheduling Fatburt 20th Jul '11 2680 6
PIP for constant DPA breeches iruane 17th Feb '11 2625 4
Fun Making the Contact Centre Fun sean 15th Oct '09 2545 11
what does aas mean from a report for acd system Denise 22nd Oct '19 2511 2
Call Centre vs Switchboard godfreysh 1st Apr '10 2510 4
FTE Required for Outbound Calling to Meet SLA Scott 5th Oct '10 2479 3
Chat Key Performance Metrics Anon 19th May '15 2452 6
Agent ratio to SLA Target LillyP 18th Oct '10 2439 5
Designing a Call Center Audit Checklist krystie 3rd May '17 2428 3
AHT Baselining through time & motion study G K 22nd Aug '17 2413 2
Number of calls analysed Anon 5th May '09 2388 14
Expected "talk-time" per day???? James 13th Aug '10 2364 5
Bradford factor Jasmina 4th Jun '09 2349 11
Call centre budgets!! Anon 9th Apr '13 2327 3
Emails SL calculation with TAT Anon 4th Dec '14 2311 3
Outbound team targets james-blake 12th Jan '12 2300 2
Inbound/Outbound Split Scott 12th Jul '11 2298 9
Call Centre Recruitment PhilippaR 23rd Jul '09 2296 6
Q-Buster Tips japsti 18th Mar '12 2283 7
HEADSET PROTOCOL lgardner 25th Jan '10 2251 9
Do you smile on the phone? Rachael 2nd Nov '11 2223 7
Call Centre Statistics 5740adrian 15th Apr '10 2205 3
24 hour shift rota neil 20th Feb '12 2190 3
System note abbreviation help needed?! CallCentreManger 17th Feb '11 2155 4
Call Centre Threshold thomas 25th Jun '10 2127 3
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