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 52021 7
Difference between Occupancy and Utilization v 17th Jan '18 26760 3
Quality Monitoring Forms thornden4 6th Jul '11 24533 46
AHT Glide Path (Learning curve) calculation Luis 14th Sep '17 24316 3
FTE Calculations Anon 27th Feb '15 23874 15
I need a good name for a new Contact Centre ahmed maghraby 6th Aug '11 23283 7
Regulations on outbound calling times Jonty 10th Jul '09 22887 2
FTE Calculation Question Anon 18th Aug '14 22276 16
Forecasting Service Levels in absence of WFM DublinB 24th Sep '09 21513 13
Staffing Calculator for Email queues sayan 27th May '10 15577 15
Formula required for Concurrency in Chat support Charles 9th Jul '16 14600 10
Agents break times amymcg88 28th Jun '11 12244 9
Typing while talking cliveb30 4th Jul '11 12108 10
Grade of Service Formulas Martinator 3rd Jun '09 11880 3
Cost per contact Pamw79 25th Nov '10 11280 5
Call evaluation criteria ccvusal 18th Aug '09 10853 3
Use of full names rigilem 8th Apr '10 10835 14
To determine FTE requirements Anon 4th May '13 10778 5
Service Level Threshold Calculations ns2081 11th Feb '13 9632 3
How to answer "Why should we hire you?" in interview? Ella 25th Aug '11 9337 4
Buzz Session Energizers Marc 18th Oct '11 7591 6
Workforce Formula Computation Compilation Anon 27th Nov '13 7469 2
Interview Question: Do you have experience working towards targets and KPIs Michelle 9th Mar '17 6946 2
Excel Forecast rizza 18th Feb '12 6556 6
Attendance and Punctuality band1 14th Sep '09 5773 8
What makes a good team leader QALoz 11th Apr '12 5759 8
Quality outbound calls how many per agent? beatrice51 11th Jan '12 5481 5
Quality Assurance Vs Team Supervisor ERAC123 21st Jan '10 5337 15
Service Level vs Occupancy V77SMB 13th Dec '12 5172 5
How do I reduce my Wrap and Hold time? Anon 16th May '13 4973 5
Calculating Agent Availability % Scott 29th Mar '11 4801 13
Schedule Efficiency Anon 7th Jan '14 4686 7
Call Abandon Rate amitl 31st Jan '11 4530 5
Profit and Loss statements in call centre Anon 11th Jun '15 4439 4
How Do I Calculate Compliance Matthew 23rd Nov '16 4289 6
Measuring soft skills Ishaam 2nd Mar '10 4206 8
Call centre training material / call coaching etc noname84 27th Dec '11 4192 2
What is repeated call? Anon 11th Feb '15 4061 4
Sales advisor interview questions? Ella 6th Jan '12 3999 4
Balanced Scorecard for Inbound Call Centre rikuslouw 6th Oct '09 3949 10
Seat Utilization Ratio jkloor 14th Dec '09 3868 3
Measuring Agent Adherence / Conformance / Productivity... ClareEdwards 15th Sep '12 3827 6
Call centre manager interview presentation noname84 8th Dec '11 3803 2
Percentage Calls Answered proof 4th Jan '10 3795 4
16 to 24 years olds and employment prospects Bunnycatz 20th Oct '11 3786 16
Interview Questions and Scenarios Lebeter 17th Jun '11 3762 3
How do you handle escalations at a manager level? Any suggestions? Anon 1st Feb '13 3733 2
How are employers supposed to deal with racism from customers 13th Jul '16 3679 5
Excel Version of a Dashboard Anon 15th Apr '15 3639 3
Average Cost Per Call new 15th Sep '10 3630 5
Sample Inbound Call Center SOP Ren 19th Jun '18 3629 4
Best Practice Email Service Level Calculation vitordf 6th Apr '11 3618 4
Bidding for Outsource Business Anon 25th Mar '14 3544 7
Hanging up on abusive customers callcenterbrikkz 18th May '12 3460 4
DPA – When does it apply? sara 17th Oct '16 3365 6
Call Quality Scoring Anon 1st Apr '15 3242 7
Forecast Nishad 10th Oct '19 3091 2
IVR Menu Tips Jonty 29th Jun '09 3078 3
Cost per channel (call, mail, chat, messaging ,etc.) François 18th Oct '19 3072 3
Wrap time between calls GrahamS 23rd Apr '12 3061 8
Probing Activities Ljones 3rd Nov '09 3058 6
Short Calls Vicki 19th Oct '09 3032 7
Notification of call recording reddy 13th Mar '12 2927 6
Outbound Telemarketing System Requirements MarketpointGlobal 2nd Jun '10 2925 7
Objection Handling and Rapport Building sarah 12th Nov '10 2891 2
motivational games for inbound Data Capture team lee-roy 17th Jun '11 2850 2
how to forecast abandoned calls Lynne 5th Aug '12 2842 4
Do we need to give surname? SteveO 17th May '11 2798 5
Security Questions for the Data Protection lewysworld 13th Dec '10 2782 2
Improving Customer Satisfaction (CSAT) orion1 13th Apr '10 2779 2
Call center SME Anon 14th Sep '14 2724 3
Workforce Management Best Practice sean 22nd Jun '09 2696 5
Simple way to measure productivity in Admin dept Luke D 13th May '11 2667 3
Industry Standard for DMC Rate cbryant 14th May '10 2651 2
PIP for constant DPA breeches iruane 17th Feb '11 2570 4
Fun Making the Contact Centre Fun sean 15th Oct '09 2516 11
Dress Codes In Call Centre c.coxall 8th Feb '12 2506 13
what does aas mean from a report for acd system Denise 22nd Oct '19 2471 2
FTE Required for Outbound Calling to Meet SLA Scott 5th Oct '10 2410 3
Effective 121 Scheduling Fatburt 20th Jul '11 2395 7
Chat Key Performance Metrics Anon 19th May '15 2378 6
Agent ratio to SLA Target LillyP 18th Oct '10 2377 5
Call Centre vs Switchboard godfreysh 1st Apr '10 2290 4
Expected "talk-time" per day???? James 13th Aug '10 2270 5
Call Centre Recruitment PhilippaR 23rd Jul '09 2263 6
Bradford factor Jasmina 4th Jun '09 2246 11
Outbound team targets james-blake 12th Jan '12 2230 2
Inbound/Outbound Split Scott 12th Jul '11 2197 9
HEADSET PROTOCOL lgardner 25th Jan '10 2164 9
Call Centre Statistics 5740adrian 15th Apr '10 2163 3
Q-Buster Tips japsti 18th Mar '12 2149 7
Designing a Call Center Audit Checklist krystie 3rd May '17 2147 3
24 hour shift rota neil 20th Feb '12 2134 3
Do you smile on the phone? Rachael 2nd Nov '11 2125 7
System note abbreviation help needed?! CallCentreManger 17th Feb '11 2104 4
AHT Baselining through time & motion study G K 22nd Aug '17 2090 2
Call centre budgets!! Anon 9th Apr '13 2083 3
Ideas for a corporate telephone greeting TaraJane85 29th Aug '11 2081 2
Staff Retention Rates in UK Contact Centres ERAC123 24th Sep '10 2014 3
9-6 shift patterns that work in a call centre malpass 11th Aug '09 2005 9
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