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 80067 9
Difference between Occupancy and Utilization v 17th Jan '18 61805 5
FTE Calculations Anon 27th Feb '15 49419 18
AHT Glide Path (Learning curve) calculation Luis 14th Sep '17 45887 4
Quality Monitoring Forms thornden4 6th Jul '11 44067 46
FTE Calculation Question Anon 18th Aug '14 43671 16
Regulations on outbound calling times Jonty 10th Jul '09 43020 2
I need a good name for a new Contact Centre ahmed maghraby 6th Aug '11 42265 7
Forecasting Service Levels in absence of WFM DublinB 24th Sep '09 42193 13
Interview Question: Do you have experience working towards targets and KPIs Michelle 9th Mar '17 26326 6
What is the Formula for Concurrency in Chat support Charles 9th Jul '16 24588 6
Staffing Calculator for Email queues sayan 27th May '10 19331 15
Bidding for Outsource Business Anon 25th Mar '14 19035 8
Typing while talking cliveb30 4th Jul '11 15328 11
Agents break times amymcg88 28th Jun '11 14378 9
Service Level Threshold Calculations ns2081 11th Feb '13 13699 4
Grade of Service Formulas Martinator 3rd Jun '09 13079 3
Use of full names rigilem 8th Apr '10 12372 14
To determine FTE requirements Anon 4th May '13 11778 5
Cost per contact Pamw79 25th Nov '10 11698 5
Call evaluation criteria ccvusal 18th Aug '09 11251 3
Calculating Agent Availability % Scott 29th Mar '11 10116 13
How to answer "Why should we hire you?" in interview? Ella 25th Aug '11 9710 4
Workforce Formula Computation Compilation Anon 27th Nov '13 8859 2
Effective 121 Scheduling Fatburt 20th Jul '11 8714 6
Profit and Loss statements in call centre Anon 11th Jun '15 8233 5
Buzz Session Energizers Marc 18th Oct '11 7990 6
Quality Assurance Vs Team Supervisor ERAC123 21st Jan '10 7837 19
Sample Inbound Call Center SOP Ren 19th Jun '18 7430 7
Excel Forecast rizza 18th Feb '12 6719 6
Service Level vs Occupancy V77SMB 13th Dec '12 6506 5
Attendance and Punctuality band1 14th Sep '09 6437 8
Service Level Vinod 30th Nov '20 6413 3
Quality outbound calls how many per agent? beatrice51 11th Jan '12 6215 7
What is a Repeated Call? Anon 11th Feb '15 6038 6
What makes a good team leader QALoz 11th Apr '12 6018 8
DPA – When does it apply? sara 17th Oct '16 5785 6
How Do I Calculate Compliance Matthew 23rd Nov '16 5707 6
Seat Utilization Ratio jkloor 14th Dec '09 5602 4
Schedule Efficiency Anon 7th Jan '14 5193 7
How do I reduce my Wrap and Hold time? Anon 16th May '13 5169 5
Measuring Agent Adherence / Conformance / Productivity... ClareEdwards 15th Sep '12 4971 6
How are employers supposed to deal with racism from customers 13th Jul '16 4957 5
16 to 24 years olds and employment prospects Bunnycatz 20th Oct '11 4780 16
Best Practice Email Service Level Calculation vitordf 6th Apr '11 4722 4
Call Abandon Rate amitl 31st Jan '11 4651 5
Measuring soft skills Ishaam 2nd Mar '10 4509 8
Call centre manager interview presentation noname84 8th Dec '11 4345 2
Call centre training material / call coaching etc noname84 27th Dec '11 4335 2
Percentage Calls Answered proof 4th Jan '10 4333 4
Performance-based bonus/malus scheme for outsourced call centres François 20th Jan '21 4262 3
Balanced Scorecard for Inbound Call Centre rikuslouw 6th Oct '09 4260 10
Alternate Department Name for WFM Anon 12th Jul '13 4225 16
Sales advisor interview questions? Ella 6th Jan '12 4211 4
How do you handle escalations at a manager level? Any suggestions? Anon 1st Feb '13 4180 2
CSAT Question? Dougie 28th Nov '20 4050 2
Interview Questions and Scenarios Lebeter 17th Jun '11 3923 3
Wrap time between calls GrahamS 23rd Apr '12 3860 8
Excel Version of a Dashboard Anon 15th Apr '15 3830 3
High sickness and absence in temporary staff Amanda7 30th Nov '12 3822 7
Hanging up on abusive customers callcenterbrikkz 18th May '12 3804 4
Average Cost Per Call new 15th Sep '10 3801 5
Calculating FTE on ASA Varun 13th May '19 3788 4
Calculate stuff Zozo 19th Oct '20 3746 2
Call Quality Scoring Anon 1st Apr '15 3631 7
Do we need to give surname? SteveO 17th May '11 3567 5
Probing Activities Ljones 3rd Nov '09 3558 6
Performance goals and metrics for CSRs and Supervisors Lynnette 11th Jul '21 3434 3
Average time in minutes to score a call Michael 22nd Jun '21 3432 2
Benchmark in direct calls V sales Julie 28th Jun '21 3428 2
Short Calls Vicki 19th Oct '09 3411 7
Call center SME Anon 14th Sep '14 3411 3
Industry Standard for DMC Rate cbryant 14th May '10 3383 2
Cost per channel (call, mail, chat, messaging ,etc.) François 18th Oct '19 3352 3
Breaking 24 interval Forecast Volumes Nishad 10th Oct '19 3326 2
Call Center Manager Goals Karen 24th Aug '21 3321 2
What percent of calls do not call back Laura 21st Apr '21 3307 2
Workforce Management Best Practice sean 22nd Jun '09 3297 5
Number of calls analysed Anon 5th May '09 3281 14
How Virtual Assistants is Important for Your Business? Get 18th Dec '20 3261 0
Simple way to measure productivity in Admin dept Luke D 13th May '11 3217 3
IVR Menu Tips Jonty 29th Jun '09 3190 3
Call Centre Verification - Financial Services Chris 29th Jul '21 3154 3
Notification of call recording reddy 13th Mar '12 3143 6
Forecasting in 15 minute intervals pete 10th Jan '13 3136 5
How do you measure live chat concurrency? Jamie 29th May '16 3123 4
AHT Baselining through time & motion study G K 22nd Aug '17 3116 2
Outbound Telemarketing System Requirements MarketpointGlobal 2nd Jun '10 3111 7
Volume of assessments completed per month? Mark 1st Jun '21 3108 2
Dress Codes In Call Centre c.coxall 8th Feb '12 3091 13
how to forecast abandoned calls Lynne 5th Aug '12 3079 4
Call capacity and Answered call ratio computation Jamie 24th Feb '21 3043 2
Objection Handling and Rapport Building sarah 12th Nov '10 3036 2
motivational games for inbound Data Capture team lee-roy 17th Jun '11 2971 2
Security Questions for the Data Protection lewysworld 13th Dec '10 2954 2
Objectives (OKR) for a support manager in a call center Mohamed 2nd Aug '16 2940 3
Emails SL calculation with TAT Anon 4th Dec '14 2922 3
Call Centre vs Switchboard godfreysh 1st Apr '10 2920 4
Improving Customer Satisfaction (CSAT) orion1 13th Apr '10 2880 2
Email Delivery and Survey Scores Martin 5th Apr '21 2775 3
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