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 34637 6
I need a good name for a new Contact Centre ahmed maghraby 6th Aug '11 14007 7
Regulations on outbound calling times Jonty 10th Jul '09 12339 2
Quality Monitoring Forms thornden4 6th Jul '11 11193 43
Forecasting Service Levels in absence of WFM DublinB 24th Sep '09 10159 13
FTE Calculation Question Anon 18th Aug '14 9259 13
Call evaluation criteria ccvusal 18th Aug '09 9142 3
grade of service formulas Martinator 3rd Jun '09 8518 3
to determine FTE requirements Anon 4th May '13 7961 6
How to answer "Why should we hire you?" in interview? Ella 25th Aug '11 7696 4
Cost per contact Pamw79 25th Nov '10 7200 5
Use of full names rigilem 8th Apr '10 7093 14
Agents break times amymcg88 28th Jun '11 7004 9
Typing while talking cliveb30 4th Jul '11 6724 10
Staffing Calculator for Email queues sayan 27th May '10 6379 14
excel forecast rizza 18th Feb '12 5757 6
Buzz Session Energizers Marc 18th Oct '11 5522 6
What makes a good team leader QALoz 11th Apr '12 5017 8
Call Abandon Rate amitl 31st Jan '11 4176 5
Call centre training material / call coaching etc noname84 27th Dec '11 3949 2
How do I reduce my Wrap and Hold time? Anon 16th May '13 3691 5
Quality outbound calls how many per agent? beatrice51 11th Jan '12 3654 5
Attendance and Punctuality band1 14th Sep '09 3592 8
Operations Manager Interview Anon 25th Jun '14 3535 2
Quality Assurance Vs Team Supervisor ERAC123 21st Jan '10 3413 15
Measuring soft skills Ishaam 2nd Mar '10 3294 8
Interview Questions and Scenarios Lebeter 17th Jun '11 3156 3
Sales advisor interview questions? Ella 6th Jan '12 3145 4
16 to 24 years olds and employmnet prospects Bunnycatz 20th Oct '11 3067 16
Call centre manager interview presentation noname84 8th Dec '11 3013 2
Service Level vs Occupancy V77SMB 13th Dec '12 3007 5
Cost Per Call new 15th Sep '10 2983 5
Balanced Scorecard rikuslouw 6th Oct '09 2933 10
IVR Menu Tips Jonty 29th Jun '09 2887 3
Workforce Formula Computation Compilation Anon 27th Nov '13 2866 2
Objection Handling and Rapport Building sarah 12th Nov '10 2695 2
Seat Utilization Ratio jkloor 14th Dec '09 2691 3
motivational games for inbound Data Capture team lee-roy 17th Jun '11 2687 2
Percentage Calls Answered proof 4th Jan '10 2659 4
How do you handle escalations at a manager level? Any suggestions? Anon 1st Feb '13 2546 2
Improving Customer Satisfaction (CSAT) orion1 13th Apr '10 2523 2
Outbound Telemarketing System Requirements MarketpointGlobal 2nd Jun '10 2513 7
Hanging up on abusive customers callcenterbrikkz 18th May '12 2441 4
Notification of call recording reddy 13th Mar '12 2401 6
Fun Theory sean 15th Oct '09 2361 11
Schedule Efficiency Anon 7th Jan '14 2350 5
Data Protection act and the questions asked for security lewysworld 13th Dec '10 2267 2
Short Calls Vicki 19th Oct '09 2237 7
Excel Version of a Dashboard Anon 15th Apr '15 2161 3
how to forecast abandoned calls Lynne 5th Aug '12 2059 4
FTE required for outbound calling Scott 5th Oct '10 2029 3
Agent ratio to SLA Target LillyP 18th Oct '10 2029 5
Call Centre Statistics 5740adrian 15th Apr '10 1996 3
Simple way to measure productivity in Admin dept Luke D 13th May '11 1967 3
Wrap time between calls GrahamS 23rd Apr '12 1958 4
Probing Activities Ljones 3rd Nov '09 1954 6
Call Quality Scoring Anon 1st Apr '15 1944 7
Email Service Level vitordf 6th Apr '11 1921 4
Call Centre Recruitment PhilippaR 23rd Jul '09 1919 6
Outbound team targets james-blake 12th Jan '12 1884 2
DMC Rate cbryant 14th May '10 1826 2
Expected "talk-time" per day???? James 13th Aug '10 1816 5
Staff Retention Rates in UK Contact Centres ERAC123 24th Sep '10 1810 3
Effective Call Coaching aslynn 7th Oct '09 1803 12
Ideas for a corporate telephone greeting TaraJane85 29th Aug '11 1798 2
Service Level Threshold Calculations ns2081 11th Feb '13 1783 3
Bradford factor Jasmina 4th Jun '09 1743 11
Dress Codes In Call Centre c.coxall 8th Feb '12 1742 13
Workforce Management Best Practice sean 22nd Jun '09 1727 5
Inbound/Outbound Split Scott 12th Jul '11 1700 9
NPS (Net Promoter) ERAC123 2nd Dec '09 1671 8
improve empathy moira 8th Feb '10 1660 6
System note abbreviation help needed?! CallCentreManger 17th Feb '11 1618 4
24 hour shift rota neil 20th Feb '12 1597 3
HEADSET PROTOCOL lgardner 25th Jan '10 1568 9
Outbound sales training required Darren Degiorgio 24th Sep '10 1550 7
Call centre setup Anon 5th Dec '13 1521 5
MI on call centre attrition?? Call Centre 18th Oct '10 1512 2
Strategies to reduce attrition in call centers Jeff 16th Feb '12 1509 4
Do you smile on the phone? Rachael 2nd Nov '11 1492 7
PIP iruane 17th Feb '11 1470 4
Chat Key Performance Metrics Anon 19th May '15 1433 6
Do we need to give surname? SteveO 17th May '11 1432 5
Q-Buster Tips japsti 18th Mar '12 1394 7
Formula required for Concurrency in Chat support Charles 9th Jul '16 1387 6
Improving Customer Satisfaction Lewi 11th Feb '11 1362 10
Biggest UK Outbound Call Centre JON 2nd Nov '10 1332 3
High sickness and absence in temporary staff Amanda7 30th Nov '12 1305 5
Utilisation Rate allisonrudd 5th Jul '11 1300 4
Resource Management / Workflow Management Training JP1912 17th Jun '10 1295 2
Team Leader Interview Anon 26th Jun '13 1294 3
Opening Hours ChrisB 2nd Oct '09 1292 6
Call Centre Threshold thomas 25th Jun '10 1280 3
Call Centre vs Switchboard godfreysh 1st Apr '10 1278 4
Planning Software treid 6th Dec '12 1259 5
Effective 121 Scheduling Fatburt 20th Jul '11 1258 5
FTE Calculations Anon 27th Feb '15 1241 10
9-6 shift patterns that work in a call centre malpass 11th Aug '09 1235 9
Outbound Calling Hours on Sunday? Morzy 26th Oct '12 1225 3
Timekeeping Policies Nick 26th Oct '10 1223 8
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