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 43253 6
AHT Glide Path (Learning curve) calculation Luis 14th Sep '17 17997 3
Quality Monitoring Forms thornden4 6th Jul '11 17664 45
I need a good name for a new Contact Centre ahmed maghraby 6th Aug '11 17242 7
Regulations on outbound calling times Jonty 10th Jul '09 16711 2
FTE Calculation Question Anon 18th Aug '14 15302 17
Forecasting Service Levels in absence of WFM DublinB 24th Sep '09 14751 13
FTE Calculations Anon 27th Feb '15 14384 15
Staffing Calculator for Email queues sayan 27th May '10 11692 15
Difference between Occupancy and Utilization v 17th Jan '18 11533 3
Grade of Service Formulas Martinator 3rd Jun '09 11360 3
Agents break times amymcg88 28th Jun '11 11274 9
Typing while talking cliveb30 4th Jul '11 10886 10
Call evaluation criteria ccvusal 18th Aug '09 10687 3
To determine FTE requirements Anon 4th May '13 10372 5
Use of full names rigilem 8th Apr '10 10045 14
Formula required for Concurrency in Chat support Charles 9th Jul '16 9391 8
How to answer "Why should we hire you?" in interview? Ella 25th Aug '11 9211 4
Cost per contact Pamw79 25th Nov '10 8973 5
Service Level Threshold Calculations ns2081 11th Feb '13 8330 3
Buzz Session Energizers Marc 18th Oct '11 7290 6
Excel Forecast rizza 18th Feb '12 6473 6
Workforce Formula Computation Compilation Anon 27th Nov '13 6387 2
What makes a good team leader QALoz 11th Apr '12 5653 8
Quality outbound calls how many per agent? beatrice51 11th Jan '12 5365 5
Attendance and Punctuality band1 14th Sep '09 5338 8
Quality Assurance Vs Team Supervisor ERAC123 21st Jan '10 4802 15
How do I reduce my Wrap and Hold time? Anon 16th May '13 4748 5
Service Level vs Occupancy V77SMB 13th Dec '12 4695 5
Call Abandon Rate amitl 31st Jan '11 4470 5
Interview Question: Do you have experience working towards targets and KPIs Michelle 9th Mar '17 4275 2
Call centre training material / call coaching etc noname84 27th Dec '11 4147 2
Measuring soft skills Ishaam 2nd Mar '10 4041 8
Sales advisor interview questions? Ella 6th Jan '12 3896 4
Balanced Scorecard for Inbound Call Centre rikuslouw 6th Oct '09 3709 10
Profit and Loss statements in call centre Anon 11th Jun '15 3706 4
Interview Questions and Scenarios Lebeter 17th Jun '11 3675 3
Calculating Agent Availability % Scott 29th Mar '11 3673 13
Call centre manager interview presentation noname84 8th Dec '11 3633 2
16 to 24 years olds and employment prospects Bunnycatz 20th Oct '11 3608 16
Seat Utilization Ratio jkloor 14th Dec '09 3587 3
Average Cost Per Call new 15th Sep '10 3585 5
Percentage Calls Answered proof 4th Jan '10 3582 4
How do you handle escalations at a manager level? Any suggestions? Anon 1st Feb '13 3561 2
Excel Version of a Dashboard Anon 15th Apr '15 3486 3
How are employers supposed to deal with racism from customers 13th Jul '16 3401 5
Hanging up on abusive customers callcenterbrikkz 18th May '12 3329 4
What is repeated call? Anon 11th Feb '15 3249 4
Best Practice Email Service Level Calculation vitordf 6th Apr '11 3233 4
Schedule Efficiency Anon 7th Jan '14 3224 5
Measuring Agent Adherence / Conformance / Productivity... ClareEdwards 15th Sep '12 3168 6
How Do I Calculate Compliance Matthew 23rd Nov '16 3115 6
IVR Menu Tips Jonty 29th Jun '09 3052 3
Call Quality Scoring Anon 1st Apr '15 3016 7
Outbound Telemarketing System Requirements MarketpointGlobal 2nd Jun '10 2861 7
Probing Activities Ljones 3rd Nov '09 2853 6
Notification of call recording reddy 13th Mar '12 2843 6
Short Calls Vicki 19th Oct '09 2842 7
Objection Handling and Rapport Building sarah 12th Nov '10 2839 2
Wrap time between calls GrahamS 23rd Apr '12 2836 8
motivational games for inbound Data Capture team lee-roy 17th Jun '11 2825 2
how to forecast abandoned calls Lynne 5th Aug '12 2754 4
Improving Customer Satisfaction (CSAT) orion1 13th Apr '10 2740 2
Security Questions for the Data Protection lewysworld 13th Dec '10 2717 2
Simple way to measure productivity in Admin dept Luke D 13th May '11 2492 3
Fun Theory sean 15th Oct '09 2479 11
DMC Rate cbryant 14th May '10 2472 2
Workforce Management Best Practice sean 22nd Jun '09 2459 5
Do we need to give surname? SteveO 17th May '11 2447 5
PIP iruane 17th Feb '11 2432 4
DPA – When does it apply? sara 17th Oct '16 2373 6
Call center SME Anon 14th Sep '14 2370 3
FTE Required for Outbound Calling to Meet SLA Scott 5th Oct '10 2339 3
Dress Codes In Call Centre c.coxall 8th Feb '12 2330 13
Agent ratio to SLA Target LillyP 18th Oct '10 2305 5
Chat Key Performance Metrics Anon 19th May '15 2287 6
Call Centre Recruitment PhilippaR 23rd Jul '09 2238 6
Expected "talk-time" per day???? James 13th Aug '10 2182 5
Outbound team targets james-blake 12th Jan '12 2171 2
Bradford factor Jasmina 4th Jun '09 2154 11
Call Centre Statistics 5740adrian 15th Apr '10 2128 3
Inbound/Outbound Split Scott 12th Jul '11 2114 9
Bidding for Outsource Business Anon 25th Mar '14 2091 4
24 hour shift rota neil 20th Feb '12 2072 3
HEADSET PROTOCOL lgardner 25th Jan '10 2054 9
System note abbreviation help needed?! CallCentreManger 17th Feb '11 2047 4
Ideas for a corporate telephone greeting TaraJane85 29th Aug '11 2043 2
Call Centre vs Switchboard godfreysh 1st Apr '10 2038 4
Effective 121 Scheduling Fatburt 20th Jul '11 2023 7
Do you smile on the phone? Rachael 2nd Nov '11 1995 7
Staff Retention Rates in UK Contact Centres ERAC123 24th Sep '10 1986 3
9-6 shift patterns that work in a call centre malpass 11th Aug '09 1901 9
Call centre budgets!! Anon 9th Apr '13 1899 3
Effective Call Coaching aslynn 7th Oct '09 1884 12
NPS (Net Promoter) ERAC123 2nd Dec '09 1874 8
Outbound sales training required Darren Degiorgio 24th Sep '10 1831 7
Q-Buster Tips japsti 18th Mar '12 1830 7
Call Centre Threshold thomas 25th Jun '10 1813 3
Conversion Rate pacognovellino 9th May '11 1809 3
High sickness and absence in temporary staff Amanda7 30th Nov '12 1756 5
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