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 35731 6
I need a good name for a new Contact Centre ahmed maghraby 6th Aug '11 14792 7
Regulations on outbound calling times Jonty 10th Jul '09 13337 2
Quality Monitoring Forms thornden4 6th Jul '11 11781 43
Forecasting Service Levels in absence of WFM DublinB 24th Sep '09 10991 13
FTE Calculation Question Anon 18th Aug '14 9996 13
Call evaluation criteria ccvusal 18th Aug '09 9347 3
grade of service formulas Martinator 3rd Jun '09 8888 3
to determine FTE requirements Anon 4th May '13 8320 6
How to answer "Why should we hire you?" in interview? Ella 25th Aug '11 8072 4
Use of full names rigilem 8th Apr '10 7668 14
Agents break times amymcg88 28th Jun '11 7657 9
Cost per contact Pamw79 25th Nov '10 7585 5
Typing while talking cliveb30 4th Jul '11 7437 10
Staffing Calculator for Email queues sayan 27th May '10 7201 15
excel forecast rizza 18th Feb '12 5887 6
Buzz Session Energizers Marc 18th Oct '11 5818 6
What makes a good team leader QALoz 11th Apr '12 5142 8
Operations Manager Interview Anon 25th Jun '14 4380 2
Call Abandon Rate amitl 31st Jan '11 4237 5
Call centre training material / call coaching etc noname84 27th Dec '11 3985 2
Quality outbound calls how many per agent? beatrice51 11th Jan '12 3970 5
How do I reduce my Wrap and Hold time? Anon 16th May '13 3856 5
Attendance and Punctuality band1 14th Sep '09 3792 8
Quality Assurance Vs Team Supervisor ERAC123 21st Jan '10 3567 15
Measuring soft skills Ishaam 2nd Mar '10 3450 8
Sales advisor interview questions? Ella 6th Jan '12 3308 4
Workforce Formula Computation Compilation Anon 27th Nov '13 3295 2
Interview Questions and Scenarios Lebeter 17th Jun '11 3263 3
Service Level vs Occupancy V77SMB 13th Dec '12 3230 5
16 to 24 years olds and employmnet prospects Bunnycatz 20th Oct '11 3226 16
Cost Per Call new 15th Sep '10 3150 5
Call centre manager interview presentation noname84 8th Dec '11 3132 2
Balanced Scorecard rikuslouw 6th Oct '09 3040 10
Service Level Threshold Calculations ns2081 11th Feb '13 3033 3
IVR Menu Tips Jonty 29th Jun '09 2917 3
Seat Utilization Ratio jkloor 14th Dec '09 2835 3
Percentage Calls Answered proof 4th Jan '10 2797 4
Objection Handling and Rapport Building sarah 12th Nov '10 2717 2
motivational games for inbound Data Capture team lee-roy 17th Jun '11 2702 2
How do you handle escalations at a manager level? Any suggestions? Anon 1st Feb '13 2699 2
Excel Version of a Dashboard Anon 15th Apr '15 2663 3
Hanging up on abusive customers callcenterbrikkz 18th May '12 2643 4
Improving Customer Satisfaction (CSAT) orion1 13th Apr '10 2578 2
Outbound Telemarketing System Requirements MarketpointGlobal 2nd Jun '10 2556 7
Schedule Efficiency Anon 7th Jan '14 2547 5
Notification of call recording reddy 13th Mar '12 2477 6
Data Protection act and the questions asked for security lewysworld 13th Dec '10 2393 2
Fun Theory sean 15th Oct '09 2371 11
Short Calls Vicki 19th Oct '09 2348 7
Formula required for Concurrency in Chat support Charles 9th Jul '16 2251 6
how to forecast abandoned calls Lynne 5th Aug '12 2195 4
Call Quality Scoring Anon 1st Apr '15 2188 7
Wrap time between calls GrahamS 23rd Apr '12 2133 5
Probing Activities Ljones 3rd Nov '09 2125 6
Agent ratio to SLA Target LillyP 18th Oct '10 2093 5
FTE required for outbound calling Scott 5th Oct '10 2067 3
Email Service Level vitordf 6th Apr '11 2045 4
Simple way to measure productivity in Admin dept Luke D 13th May '11 2021 3
Call Centre Statistics 5740adrian 15th Apr '10 2015 3
Outbound team targets james-blake 12th Jan '12 1929 2
Call Centre Recruitment PhilippaR 23rd Jul '09 1927 6
DMC Rate cbryant 14th May '10 1919 2
Expected "talk-time" per day???? James 13th Aug '10 1888 5
Ideas for a corporate telephone greeting TaraJane85 29th Aug '11 1864 2
Staff Retention Rates in UK Contact Centres ERAC123 24th Sep '10 1847 3
Dress Codes In Call Centre c.coxall 8th Feb '12 1835 13
FTE Calculations Anon 27th Feb '15 1812 11
Effective Call Coaching aslynn 7th Oct '09 1806 12
Workforce Management Best Practice sean 22nd Jun '09 1802 5
Bradford factor Jasmina 4th Jun '09 1796 11
Inbound/Outbound Split Scott 12th Jul '11 1756 9
24 hour shift rota neil 20th Feb '12 1724 3
NPS (Net Promoter) ERAC123 2nd Dec '09 1703 8
System note abbreviation help needed?! CallCentreManger 17th Feb '11 1701 4
AHT Glide Path (Learning curve) calculation Luis 14th Sep '17 1683 2
improve empathy moira 8th Feb '10 1666 6
PIP iruane 17th Feb '11 1666 4
HEADSET PROTOCOL lgardner 25th Jan '10 1657 9
Chat Key Performance Metrics Anon 19th May '15 1634 6
Do we need to give surname? SteveO 17th May '11 1595 5
Outbound sales training required Darren Degiorgio 24th Sep '10 1583 7
Call centre setup Anon 5th Dec '13 1551 5
Do you smile on the phone? Rachael 2nd Nov '11 1538 7
MI on call centre attrition?? Call Centre 18th Oct '10 1520 2
Strategies to reduce attrition in call centers Jeff 16th Feb '12 1520 4
Q-Buster Tips japsti 18th Mar '12 1494 7
Profit and Loss statements in call centre Anon 11th Jun '15 1479 4
Call Centre vs Switchboard godfreysh 1st Apr '10 1390 4
What is repeated call? Anon 11th Feb '15 1382 2
Call Centre Threshold thomas 25th Jun '10 1365 3
Improving Customer Satisfaction Lewi 11th Feb '11 1364 10
High sickness and absence in temporary staff Amanda7 30th Nov '12 1357 5
Conversion Rate pacognovellino 9th May '11 1356 3
Biggest UK Outbound Call Centre JON 2nd Nov '10 1355 3
Utilisation Rate allisonrudd 5th Jul '11 1334 4
Planning Software treid 6th Dec '12 1331 5
9-6 shift patterns that work in a call centre malpass 11th Aug '09 1328 9
Effective 121 Scheduling Fatburt 20th Jul '11 1328 5
Opening Hours ChrisB 2nd Oct '09 1322 6
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