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 53576 6
Difference between Occupancy and Utilization v 17th Jan '18 30527 3
FTE Calculations Anon 27th Feb '15 26030 16
Quality Monitoring Forms thornden4 6th Jul '11 25063 46
AHT Glide Path (Learning curve) calculation Luis 14th Sep '17 24837 3
I need a good name for a new Contact Centre ahmed maghraby 6th Aug '11 23641 7
Regulations on outbound calling times Jonty 10th Jul '09 23327 2
FTE Calculation Question Anon 18th Aug '14 23180 16
Forecasting Service Levels in absence of WFM DublinB 24th Sep '09 22217 13
Staffing Calculator for Email queues sayan 27th May '10 16404 15
What is the Formula for Concurrency in Chat support Charles 9th Jul '16 16304 6
Typing while talking cliveb30 4th Jul '11 12738 10
Agents break times amymcg88 28th Jun '11 12684 9
Grade of Service Formulas Martinator 3rd Jun '09 12134 3
Cost per contact Pamw79 25th Nov '10 11405 5
Use of full names rigilem 8th Apr '10 11233 14
To determine FTE requirements Anon 4th May '13 11000 5
Call evaluation criteria ccvusal 18th Aug '09 10956 3
Service Level Threshold Calculations ns2081 11th Feb '13 10126 3
Interview Question: Do you have experience working towards targets and KPIs Michelle 9th Mar '17 9981 6
How to answer "Why should we hire you?" in interview? Ella 25th Aug '11 9422 4
Workforce Formula Computation Compilation Anon 27th Nov '13 7893 2
Buzz Session Energizers Marc 18th Oct '11 7712 6
Excel Forecast rizza 18th Feb '12 6596 6
Attendance and Punctuality band1 14th Sep '09 5976 8
Quality outbound calls how many per agent? beatrice51 11th Jan '12 5826 7
What makes a good team leader QALoz 11th Apr '12 5818 8
Quality Assurance Vs Team Supervisor ERAC123 21st Jan '10 5575 15
Calculating Agent Availability % Scott 29th Mar '11 5428 13
Service Level vs Occupancy V77SMB 13th Dec '12 5397 5
How do I reduce my Wrap and Hold time? Anon 16th May '13 5030 5
Schedule Efficiency Anon 7th Jan '14 4854 7
Profit and Loss statements in call centre Anon 11th Jun '15 4789 4
How Do I Calculate Compliance Matthew 23rd Nov '16 4780 6
What is a Repeated Call? Anon 11th Feb '15 4714 6
Sample Inbound Call Center SOP Ren 19th Jun '18 4657 7
Call Abandon Rate amitl 31st Jan '11 4557 5
Measuring soft skills Ishaam 2nd Mar '10 4280 8
Seat Utilization Ratio jkloor 14th Dec '09 4259 4
Call centre training material / call coaching etc noname84 27th Dec '11 4229 2
Bidding for Outsource Business Anon 25th Mar '14 4184 9
Measuring Agent Adherence / Conformance / Productivity... ClareEdwards 15th Sep '12 4077 6
Balanced Scorecard for Inbound Call Centre rikuslouw 6th Oct '09 4058 10
Sales advisor interview questions? Ella 6th Jan '12 4049 4
Percentage Calls Answered proof 4th Jan '10 3942 4
How are employers supposed to deal with racism from customers 13th Jul '16 3931 5
Call centre manager interview presentation noname84 8th Dec '11 3890 2
16 to 24 years olds and employment prospects Bunnycatz 20th Oct '11 3864 16
How do you handle escalations at a manager level? Any suggestions? Anon 1st Feb '13 3821 2
Best Practice Email Service Level Calculation vitordf 6th Apr '11 3817 4
Interview Questions and Scenarios Lebeter 17th Jun '11 3808 3
DPA – When does it apply? sara 17th Oct '16 3786 6
Excel Version of a Dashboard Anon 15th Apr '15 3686 3
Average Cost Per Call new 15th Sep '10 3673 5
Hanging up on abusive customers callcenterbrikkz 18th May '12 3525 4
Call Quality Scoring Anon 1st Apr '15 3351 7
Probing Activities Ljones 3rd Nov '09 3222 6
Wrap time between calls GrahamS 23rd Apr '12 3190 8
Breaking 24 interval Forecast Volumes Nishad 10th Oct '19 3128 2
Short Calls Vicki 19th Oct '09 3125 7
IVR Menu Tips Jonty 29th Jun '09 3105 3
Cost per channel (call, mail, chat, messaging ,etc.) François 18th Oct '19 3105 3
Notification of call recording reddy 13th Mar '12 2996 6
Do we need to give surname? SteveO 17th May '11 2995 5
Outbound Telemarketing System Requirements MarketpointGlobal 2nd Jun '10 2974 7
Objection Handling and Rapport Building sarah 12th Nov '10 2927 2
how to forecast abandoned calls Lynne 5th Aug '12 2911 4
motivational games for inbound Data Capture team lee-roy 17th Jun '11 2875 2
Call center SME Anon 14th Sep '14 2851 3
Security Questions for the Data Protection lewysworld 13th Dec '10 2834 2
Workforce Management Best Practice sean 22nd Jun '09 2820 5
Improving Customer Satisfaction (CSAT) orion1 13th Apr '10 2806 2
Simple way to measure productivity in Admin dept Luke D 13th May '11 2801 3
Industry Standard for DMC Rate cbryant 14th May '10 2711 2
Dress Codes In Call Centre c.coxall 8th Feb '12 2659 13
PIP for constant DPA breeches iruane 17th Feb '11 2611 4
Effective 121 Scheduling Fatburt 20th Jul '11 2590 6
Fun Making the Contact Centre Fun sean 15th Oct '09 2535 11
what does aas mean from a report for acd system Denise 22nd Oct '19 2496 2
FTE Required for Outbound Calling to Meet SLA Scott 5th Oct '10 2454 3
Call Centre vs Switchboard godfreysh 1st Apr '10 2425 4
Chat Key Performance Metrics Anon 19th May '15 2418 6
Agent ratio to SLA Target LillyP 18th Oct '10 2412 5
Designing a Call Center Audit Checklist krystie 3rd May '17 2355 3
Bradford factor Jasmina 4th Jun '09 2328 11
Expected "talk-time" per day???? James 13th Aug '10 2323 5
AHT Baselining through time & motion study G K 22nd Aug '17 2307 2
Call Centre Recruitment PhilippaR 23rd Jul '09 2282 6
Outbound team targets james-blake 12th Jan '12 2274 2
Q-Buster Tips japsti 18th Mar '12 2257 7
Inbound/Outbound Split Scott 12th Jul '11 2248 9
Call centre budgets!! Anon 9th Apr '13 2227 3
HEADSET PROTOCOL lgardner 25th Jan '10 2226 9
Number of calls analysed Anon 5th May '09 2219 14
Call Centre Statistics 5740adrian 15th Apr '10 2191 3
Do you smile on the phone? Rachael 2nd Nov '11 2184 7
Emails SL calculation with TAT Anon 4th Dec '14 2173 3
24 hour shift rota neil 20th Feb '12 2166 3
System note abbreviation help needed?! CallCentreManger 17th Feb '11 2134 4
Ideas for a corporate telephone greeting TaraJane85 29th Aug '11 2106 2
More topics...