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 71713 9
Difference between Occupancy and Utilization v 17th Jan '18 52700 5
FTE Calculations Anon 27th Feb '15 41701 18
AHT Glide Path (Learning curve) calculation Luis 14th Sep '17 38287 4
Quality Monitoring Forms thornden4 6th Jul '11 37260 46
FTE Calculation Question Anon 18th Aug '14 36568 16
Regulations on outbound calling times Jonty 10th Jul '09 36200 2
I need a good name for a new Contact Centre ahmed maghraby 6th Aug '11 35487 7
Forecasting Service Levels in absence of WFM DublinB 24th Sep '09 35056 13
Interview Question: Do you have experience working towards targets and KPIs Michelle 9th Mar '17 23227 6
What is the Formula for Concurrency in Chat support Charles 9th Jul '16 22502 6
Staffing Calculator for Email queues sayan 27th May '10 18706 15
Bidding for Outsource Business Anon 25th Mar '14 18205 9
Typing while talking cliveb30 4th Jul '11 14752 11
Agents break times amymcg88 28th Jun '11 13948 9
Grade of Service Formulas Martinator 3rd Jun '09 12864 3
Use of full names rigilem 8th Apr '10 12225 14
Cost per contact Pamw79 25th Nov '10 11637 5
To determine FTE requirements Anon 4th May '13 11614 5
Call evaluation criteria ccvusal 18th Aug '09 11192 3
Service Level Threshold Calculations ns2081 11th Feb '13 10983 3
How to answer "Why should we hire you?" in interview? Ella 25th Aug '11 9589 4
Workforce Formula Computation Compilation Anon 27th Nov '13 8709 2
Calculating Agent Availability % Scott 29th Mar '11 8337 13
Buzz Session Energizers Marc 18th Oct '11 7908 6
Profit and Loss statements in call centre Anon 11th Jun '15 7493 5
Quality Assurance Vs Team Supervisor ERAC123 21st Jan '10 7312 19
Sample Inbound Call Center SOP Ren 19th Jun '18 6978 7
Excel Forecast rizza 18th Feb '12 6684 6
Service Level Vinod 30th Nov '20 6373 3
Attendance and Punctuality band1 14th Sep '09 6366 8
Service Level vs Occupancy V77SMB 13th Dec '12 6252 5
Quality outbound calls how many per agent? beatrice51 11th Jan '12 6180 7
What makes a good team leader QALoz 11th Apr '12 5967 8
What is a Repeated Call? Anon 11th Feb '15 5794 6
How Do I Calculate Compliance Matthew 23rd Nov '16 5581 6
Effective 121 Scheduling Fatburt 20th Jul '11 5351 6
Seat Utilization Ratio jkloor 14th Dec '09 5239 4
DPA – When does it apply? sara 17th Oct '16 5205 6
How do I reduce my Wrap and Hold time? Anon 16th May '13 5143 5
Schedule Efficiency Anon 7th Jan '14 5140 7
How are employers supposed to deal with racism from customers 13th Jul '16 4831 5
Measuring Agent Adherence / Conformance / Productivity... ClareEdwards 15th Sep '12 4807 6
16 to 24 years olds and employment prospects Bunnycatz 20th Oct '11 4670 16
Call Abandon Rate amitl 31st Jan '11 4634 5
Best Practice Email Service Level Calculation vitordf 6th Apr '11 4512 4
Measuring soft skills Ishaam 2nd Mar '10 4457 8
Call centre training material / call coaching etc noname84 27th Dec '11 4307 2
Percentage Calls Answered proof 4th Jan '10 4238 4
Call centre manager interview presentation noname84 8th Dec '11 4230 2
Balanced Scorecard for Inbound Call Centre rikuslouw 6th Oct '09 4222 10
Performance-based bonus/malus scheme for outsourced call centres François 20th Jan '21 4213 3
Sales advisor interview questions? Ella 6th Jan '12 4159 4
How do you handle escalations at a manager level? Any suggestions? Anon 1st Feb '13 4146 2
Alternate Department Name for WFM Anon 12th Jul '13 4105 16
CSAT Question? Dougie 28th Nov '20 4032 2
Interview Questions and Scenarios Lebeter 17th Jun '11 3897 3
Excel Version of a Dashboard Anon 15th Apr '15 3799 3
High sickness and absence in temporary staff Amanda7 30th Nov '12 3780 7
Average Cost Per Call new 15th Sep '10 3778 5
Hanging up on abusive customers callcenterbrikkz 18th May '12 3753 4
Wrap time between calls GrahamS 23rd Apr '12 3698 8
Calculating FTE on ASA Varun 13th May '19 3698 4
Call Quality Scoring Anon 1st Apr '15 3599 7
Probing Activities Ljones 3rd Nov '09 3498 6
Do we need to give surname? SteveO 17th May '11 3463 5
Short Calls Vicki 19th Oct '09 3353 7
Breaking 24 interval Forecast Volumes Nishad 10th Oct '19 3298 2
Industry Standard for DMC Rate cbryant 14th May '10 3283 2
Call center SME Anon 14th Sep '14 3267 3
Cost per channel (call, mail, chat, messaging ,etc.) François 18th Oct '19 3264 3
How Virtual Assistants is Important for Your Business? Get 18th Dec '20 3241 0
Calculate stuff Zozo 19th Oct '20 3240 2
IVR Menu Tips Jonty 29th Jun '09 3174 3
Workforce Management Best Practice sean 22nd Jun '09 3158 5
Simple way to measure productivity in Admin dept Luke D 13th May '11 3131 3
Notification of call recording reddy 13th Mar '12 3111 6
Outbound Telemarketing System Requirements MarketpointGlobal 2nd Jun '10 3083 7
Dress Codes In Call Centre c.coxall 8th Feb '12 3047 13
how to forecast abandoned calls Lynne 5th Aug '12 3043 4
Call capacity and Answered call ratio computation Jamie 24th Feb '21 3018 2
Objection Handling and Rapport Building sarah 12th Nov '10 3007 2
Number of calls analysed Anon 5th May '09 2986 14
motivational games for inbound Data Capture team lee-roy 17th Jun '11 2950 2
Security Questions for the Data Protection lewysworld 13th Dec '10 2931 2
AHT Baselining through time & motion study G K 22nd Aug '17 2930 2
Improving Customer Satisfaction (CSAT) orion1 13th Apr '10 2861 2
Call Centre vs Switchboard godfreysh 1st Apr '10 2809 4
How do you measure live chat concurrency? Jamie 29th May '16 2804 4
Emails SL calculation with TAT Anon 4th Dec '14 2784 3
Email Delivery and Survey Scores Martin 5th Apr '21 2748 3
Objectives (OKR) for a support manager in a call center Mohamed 2nd Aug '16 2730 3
PIP for constant DPA breeches iruane 17th Feb '11 2677 4
Formulas for monetary incentive call center Pamela 16th Oct '20 2643 2
Designing a Call Center Audit Checklist krystie 3rd May '17 2633 3
Call centre budgets!! Anon 9th Apr '13 2617 3
Fun Making the Contact Centre Fun sean 15th Oct '09 2591 11
FTE Required for Outbound Calling to Meet SLA Scott 5th Oct '10 2556 3
what does aas mean from a report for acd system Denise 22nd Oct '19 2555 2
Chat Key Performance Metrics Anon 19th May '15 2540 6
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