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 40627 6
AHT Glide Path (Learning curve) calculation Luis 14th Sep '17 17528 3
I need a good name for a new Contact Centre ahmed maghraby 6th Aug '11 16886 7
Quality Monitoring Forms thornden4 6th Jul '11 16594 43
Regulations on outbound calling times Jonty 10th Jul '09 16095 2
FTE Calculation Question Anon 18th Aug '14 13987 17
Forecasting Service Levels in absence of WFM DublinB 24th Sep '09 13845 13
Grade of Service Formulas Martinator 3rd Jun '09 10657 3
Call evaluation criteria ccvusal 18th Aug '09 10538 3
Agents break times amymcg88 28th Jun '11 10491 9
To determine FTE requirements Anon 4th May '13 10016 5
Typing while talking cliveb30 4th Jul '11 9837 10
Staffing Calculator for Email queues sayan 27th May '10 9827 15
Use of full names rigilem 8th Apr '10 9571 14
FTE Calculations Anon 27th Feb '15 9476 13
How to answer "Why should we hire you?" in interview? Ella 25th Aug '11 9127 4
Cost per contact Pamw79 25th Nov '10 8292 5
Service Level Threshold Calculations ns2081 11th Feb '13 7204 3
Buzz Session Energizers Marc 18th Oct '11 6957 6
Formula required for Concurrency in Chat support Charles 9th Jul '16 6408 8
Excel Forecast rizza 18th Feb '12 6392 6
Difference between Occupancy and Utilization v 17th Jan '18 5829 3
What makes a good team leader QALoz 11th Apr '12 5548 8
Workforce Formula Computation Compilation Anon 27th Nov '13 5436 2
Quality outbound calls how many per agent? beatrice51 11th Jan '12 4944 5
Attendance and Punctuality band1 14th Sep '09 4801 8
How do I reduce my Wrap and Hold time? Anon 16th May '13 4495 5
Call Abandon Rate amitl 31st Jan '11 4425 5
Quality Assurance Vs Team Supervisor ERAC123 21st Jan '10 4397 15
Service Level vs Occupancy V77SMB 13th Dec '12 4248 5
Call centre training material / call coaching etc noname84 27th Dec '11 4112 2
Measuring soft skills Ishaam 2nd Mar '10 3909 8
Sales advisor interview questions? Ella 6th Jan '12 3794 4
Interview Questions and Scenarios Lebeter 17th Jun '11 3594 3
16 to 24 years olds and employment prospects Bunnycatz 20th Oct '11 3496 16
Call centre manager interview presentation noname84 8th Dec '11 3494 2
Cost Per Call new 15th Sep '10 3455 5
Balanced Scorecard rikuslouw 6th Oct '09 3440 10
Percentage Calls Answered proof 4th Jan '10 3387 4
How do you handle escalations at a manager level? Any suggestions? Anon 1st Feb '13 3341 2
Seat Utilization Ratio jkloor 14th Dec '09 3321 3
Excel Version of a Dashboard Anon 15th Apr '15 3296 3
Hanging up on abusive customers callcenterbrikkz 18th May '12 3209 4
IVR Menu Tips Jonty 29th Jun '09 3026 3
Schedule Efficiency Anon 7th Jan '14 3016 5
Email Service Level vitordf 6th Apr '11 2822 4
Objection Handling and Rapport Building sarah 12th Nov '10 2812 2
motivational games for inbound Data Capture team lee-roy 17th Jun '11 2800 2
Outbound Telemarketing System Requirements MarketpointGlobal 2nd Jun '10 2791 7
Call Quality Scoring Anon 1st Apr '15 2786 7
Notification of call recording reddy 13th Mar '12 2781 6
Calculating Agent Availability % Scott 29th Mar '11 2751 13
Profit and Loss statements in call centre Anon 11th Jun '15 2750 4
Short Calls Vicki 19th Oct '09 2716 7
Improving Customer Satisfaction (CSAT) orion1 13th Apr '10 2711 2
Probing Activities Ljones 3rd Nov '09 2660 6
how to forecast abandoned calls Lynne 5th Aug '12 2654 4
Data Protection act and the questions asked for security lewysworld 13th Dec '10 2622 2
What is repeated call? Anon 11th Feb '15 2535 4
Interview Question: Do you have experience working towards targets and KPIs Michelle 9th Mar '17 2533 2
Wrap time between calls GrahamS 23rd Apr '12 2456 7
Fun Theory sean 15th Oct '09 2455 11
Simple way to measure productivity in Admin dept Luke D 13th May '11 2336 3
Workforce Management Best Practice sean 22nd Jun '09 2302 5
DMC Rate cbryant 14th May '10 2288 2
FTE required for outbound calling Scott 5th Oct '10 2256 3
Agent ratio to SLA Target LillyP 18th Oct '10 2251 5
PIP iruane 17th Feb '11 2240 4
Measuring Agent Adherence / Conformance / Productivity... ClareEdwards 15th Sep '12 2203 6
Dress Codes In Call Centre c.coxall 8th Feb '12 2173 13
Do we need to give surname? SteveO 17th May '11 2156 5
Chat Key Performance Metrics Anon 19th May '15 2156 6
Call Centre Recruitment PhilippaR 23rd Jul '09 2127 6
Outbound team targets james-blake 12th Jan '12 2107 2
Call Centre Statistics 5740adrian 15th Apr '10 2100 3
Expected "talk-time" per day???? James 13th Aug '10 2099 5
Bradford factor Jasmina 4th Jun '09 2061 11
Inbound/Outbound Split Scott 12th Jul '11 2045 9
Ideas for a corporate telephone greeting TaraJane85 29th Aug '11 2020 2
24 hour shift rota neil 20th Feb '12 2001 3
System note abbreviation help needed?! CallCentreManger 17th Feb '11 1978 4
Staff Retention Rates in UK Contact Centres ERAC123 24th Sep '10 1958 3
HEADSET PROTOCOL lgardner 25th Jan '10 1952 9
Call center SME Anon 14th Sep '14 1938 3
How Do I Calculate Compliance Matthew 23rd Nov '16 1915 6
Effective 121 Scheduling Fatburt 20th Jul '11 1873 7
Do you smile on the phone? Rachael 2nd Nov '11 1870 7
Effective Call Coaching aslynn 7th Oct '09 1866 12
Call Centre vs Switchboard godfreysh 1st Apr '10 1830 4
NPS (Net Promoter) ERAC123 2nd Dec '09 1818 8
9-6 shift patterns that work in a call centre malpass 11th Aug '09 1770 9
Outbound sales training required Darren Degiorgio 24th Sep '10 1753 7
improve empathy moira 8th Feb '10 1722 6
Bidding for Outsource Business Anon 25th Mar '14 1704 4
Q-Buster Tips japsti 18th Mar '12 1698 7
Call Centre Threshold thomas 25th Jun '10 1688 3
Conversion Rate pacognovellino 9th May '11 1670 3
Call centre budgets!! Anon 9th Apr '13 1669 3
High sickness and absence in temporary staff Amanda7 30th Nov '12 1647 5
Call centre setup Anon 5th Dec '13 1641 5
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