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 41636 6
AHT Glide Path (Learning curve) calculation Luis 14th Sep '17 17635 3
I need a good name for a new Contact Centre ahmed maghraby 6th Aug '11 17023 7
Quality Monitoring Forms thornden4 6th Jul '11 16941 43
Regulations on outbound calling times Jonty 10th Jul '09 16325 2
FTE Calculation Question Anon 18th Aug '14 14502 17
Forecasting Service Levels in absence of WFM DublinB 24th Sep '09 14163 13
FTE Calculations Anon 27th Feb '15 11445 13
Grade of Service Formulas Martinator 3rd Jun '09 10910 3
Agents break times amymcg88 28th Jun '11 10783 9
Call evaluation criteria ccvusal 18th Aug '09 10588 3
Staffing Calculator for Email queues sayan 27th May '10 10440 15
Typing while talking cliveb30 4th Jul '11 10143 10
To determine FTE requirements Anon 4th May '13 10131 5
Use of full names rigilem 8th Apr '10 9727 14
How to answer "Why should we hire you?" in interview? Ella 25th Aug '11 9148 4
Cost per contact Pamw79 25th Nov '10 8415 5
Service Level Threshold Calculations ns2081 11th Feb '13 7575 3
Difference between Occupancy and Utilization v 17th Jan '18 7540 3
Formula required for Concurrency in Chat support Charles 9th Jul '16 7367 8
Buzz Session Energizers Marc 18th Oct '11 7067 6
Excel Forecast rizza 18th Feb '12 6414 6
Workforce Formula Computation Compilation Anon 27th Nov '13 5705 2
What makes a good team leader QALoz 11th Apr '12 5592 8
Quality outbound calls how many per agent? beatrice51 11th Jan '12 5075 5
Attendance and Punctuality band1 14th Sep '09 4952 8
How do I reduce my Wrap and Hold time? Anon 16th May '13 4575 5
Quality Assurance Vs Team Supervisor ERAC123 21st Jan '10 4517 15
Call Abandon Rate amitl 31st Jan '11 4443 5
Service Level vs Occupancy V77SMB 13th Dec '12 4399 5
Call centre training material / call coaching etc noname84 27th Dec '11 4118 2
Measuring soft skills Ishaam 2nd Mar '10 3940 8
Sales advisor interview questions? Ella 6th Jan '12 3825 4
Interview Questions and Scenarios Lebeter 17th Jun '11 3623 3
Call centre manager interview presentation noname84 8th Dec '11 3547 2
Balanced Scorecard rikuslouw 6th Oct '09 3529 10
16 to 24 years olds and employment prospects Bunnycatz 20th Oct '11 3529 16
Cost Per Call new 15th Sep '10 3511 5
Percentage Calls Answered proof 4th Jan '10 3455 4
How do you handle escalations at a manager level? Any suggestions? Anon 1st Feb '13 3432 2
Seat Utilization Ratio jkloor 14th Dec '09 3391 3
Excel Version of a Dashboard Anon 15th Apr '15 3348 3
Hanging up on abusive customers callcenterbrikkz 18th May '12 3259 4
Profit and Loss statements in call centre Anon 11th Jun '15 3130 4
Interview Question: Do you have experience working towards targets and KPIs Michelle 9th Mar '17 3085 2
Schedule Efficiency Anon 7th Jan '14 3071 5
IVR Menu Tips Jonty 29th Jun '09 3034 3
Calculating Agent Availability % Scott 29th Mar '11 3024 13
Email Service Level vitordf 6th Apr '11 2982 4
Call Quality Scoring Anon 1st Apr '15 2860 7
Objection Handling and Rapport Building sarah 12th Nov '10 2820 2
Outbound Telemarketing System Requirements MarketpointGlobal 2nd Jun '10 2814 7
motivational games for inbound Data Capture team lee-roy 17th Jun '11 2808 2
Notification of call recording reddy 13th Mar '12 2801 6
What is repeated call? Anon 11th Feb '15 2765 4
Short Calls Vicki 19th Oct '09 2749 7
Probing Activities Ljones 3rd Nov '09 2718 6
Improving Customer Satisfaction (CSAT) orion1 13th Apr '10 2717 2
how to forecast abandoned calls Lynne 5th Aug '12 2692 4
Data Protection act and the questions asked for security lewysworld 13th Dec '10 2632 2
Wrap time between calls GrahamS 23rd Apr '12 2501 7
Measuring Agent Adherence / Conformance / Productivity... ClareEdwards 15th Sep '12 2480 6
Fun Theory sean 15th Oct '09 2459 11
Simple way to measure productivity in Admin dept Luke D 13th May '11 2378 3
Workforce Management Best Practice sean 22nd Jun '09 2350 5
DMC Rate cbryant 14th May '10 2350 2
How Do I Calculate Compliance Matthew 23rd Nov '16 2347 6
PIP iruane 17th Feb '11 2296 4
FTE required for outbound calling Scott 5th Oct '10 2288 3
How are employers supposed to deal with racism from customers 13th Jul '16 2275 5
Agent ratio to SLA Target LillyP 18th Oct '10 2263 5
Do we need to give surname? SteveO 17th May '11 2254 5
Dress Codes In Call Centre c.coxall 8th Feb '12 2216 13
Chat Key Performance Metrics Anon 19th May '15 2187 6
Call Centre Recruitment PhilippaR 23rd Jul '09 2177 6
Expected "talk-time" per day???? James 13th Aug '10 2134 5
Outbound team targets james-blake 12th Jan '12 2129 2
Call Centre Statistics 5740adrian 15th Apr '10 2107 3
Bradford factor Jasmina 4th Jun '09 2097 11
Call center SME Anon 14th Sep '14 2076 3
Inbound/Outbound Split Scott 12th Jul '11 2063 9
Ideas for a corporate telephone greeting TaraJane85 29th Aug '11 2025 2
24 hour shift rota neil 20th Feb '12 2019 3
System note abbreviation help needed?! CallCentreManger 17th Feb '11 2001 4
HEADSET PROTOCOL lgardner 25th Jan '10 1994 9
Staff Retention Rates in UK Contact Centres ERAC123 24th Sep '10 1970 3
Effective 121 Scheduling Fatburt 20th Jul '11 1936 7
Do you smile on the phone? Rachael 2nd Nov '11 1919 7
Call Centre vs Switchboard godfreysh 1st Apr '10 1887 4
Effective Call Coaching aslynn 7th Oct '09 1869 12
NPS (Net Promoter) ERAC123 2nd Dec '09 1827 8
9-6 shift patterns that work in a call centre malpass 11th Aug '09 1816 9
Outbound sales training required Darren Degiorgio 24th Sep '10 1775 7
DPA – When does it apply? sara 17th Oct '16 1766 6
Bidding for Outsource Business Anon 25th Mar '14 1753 4
Q-Buster Tips japsti 18th Mar '12 1752 7
Call centre budgets!! Anon 9th Apr '13 1748 3
improve empathy moira 8th Feb '10 1724 6
Call Centre Threshold thomas 25th Jun '10 1712 3
Conversion Rate pacognovellino 9th May '11 1710 3
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