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 38113 6
AHT Glide Path (Learning curve) calculation Luis 14th Sep '17 17049 2
I need a good name for a new Contact Centre ahmed maghraby 6th Aug '11 16031 7
Regulations on outbound calling times Jonty 10th Jul '09 15197 2
Quality Monitoring Forms thornden4 6th Jul '11 14243 43
Forecasting Service Levels in absence of WFM DublinB 24th Sep '09 12635 13
FTE Calculation Question Anon 18th Aug '14 12022 17
Call evaluation criteria ccvusal 18th Aug '09 10056 3
grade of service formulas Martinator 3rd Jun '09 9871 3
to determine FTE requirements Anon 4th May '13 9241 6
Agents break times amymcg88 28th Jun '11 9140 9
How to answer "Why should we hire you?" in interview? Ella 25th Aug '11 8826 4
Use of full names rigilem 8th Apr '10 8768 14
Typing while talking cliveb30 4th Jul '11 8699 10
Staffing Calculator for Email queues sayan 27th May '10 8551 15
Cost per contact Pamw79 25th Nov '10 7999 5
Buzz Session Energizers Marc 18th Oct '11 6273 6
Excel Forecast rizza 18th Feb '12 6252 6
What makes a good team leader QALoz 11th Apr '12 5364 8
Service Level Threshold Calculations ns2081 11th Feb '13 5219 3
FTE Calculations Anon 27th Feb '15 4634 13
Quality outbound calls how many per agent? beatrice51 11th Jan '12 4503 5
Workforce Formula Computation Compilation Anon 27th Nov '13 4389 2
Call Abandon Rate amitl 31st Jan '11 4351 5
Attendance and Punctuality band1 14th Sep '09 4321 8
How do I reduce my Wrap and Hold time? Anon 16th May '13 4168 5
Formula required for Concurrency in Chat support Charles 9th Jul '16 4076 7
Call centre training material / call coaching etc noname84 27th Dec '11 4056 2
Quality Assurance Vs Team Supervisor ERAC123 21st Jan '10 3937 15
Measuring soft skills Ishaam 2nd Mar '10 3733 8
Service Level vs Occupancy V77SMB 13th Dec '12 3662 5
Sales advisor interview questions? Ella 6th Jan '12 3573 4
Interview Questions and Scenarios Lebeter 17th Jun '11 3423 3
16 to 24 years olds and employment prospects Bunnycatz 20th Oct '11 3363 16
Call centre manager interview presentation noname84 8th Dec '11 3302 2
Cost Per Call new 15th Sep '10 3267 5
Balanced Scorecard rikuslouw 6th Oct '09 3208 10
Percentage Calls Answered proof 4th Jan '10 3132 4
Seat Utilization Ratio jkloor 14th Dec '09 3104 3
Excel Version of a Dashboard Anon 15th Apr '15 3051 3
How do you handle escalations at a manager level? Any suggestions? Anon 1st Feb '13 3015 2
IVR Menu Tips Jonty 29th Jun '09 2979 3
Hanging up on abusive customers callcenterbrikkz 18th May '12 2951 4
Schedule Efficiency Anon 7th Jan '14 2783 5
Objection Handling and Rapport Building sarah 12th Nov '10 2777 2
motivational games for inbound Data Capture team lee-roy 17th Jun '11 2765 2
Outbound Telemarketing System Requirements MarketpointGlobal 2nd Jun '10 2680 7
Improving Customer Satisfaction (CSAT) orion1 13th Apr '10 2662 2
Notification of call recording reddy 13th Mar '12 2636 6
Data Protection act and the questions asked for security lewysworld 13th Dec '10 2536 2
Short Calls Vicki 19th Oct '09 2527 7
Call Quality Scoring Anon 1st Apr '15 2503 7
how to forecast abandoned calls Lynne 5th Aug '12 2452 4
Probing Activities Ljones 3rd Nov '09 2426 6
Fun Theory sean 15th Oct '09 2412 11
Email Service Level vitordf 6th Apr '11 2360 4
Wrap time between calls GrahamS 23rd Apr '12 2241 5
Agent ratio to SLA Target LillyP 18th Oct '10 2187 5
Simple way to measure productivity in Admin dept Luke D 13th May '11 2175 3
FTE required for outbound calling Scott 5th Oct '10 2161 3
DMC Rate cbryant 14th May '10 2098 2
Call Centre Statistics 5740adrian 15th Apr '10 2071 3
Profit and Loss statements in call centre Anon 11th Jun '15 2035 4
Workforce Management Best Practice sean 22nd Jun '09 2022 5
Outbound team targets james-blake 12th Jan '12 2017 2
Expected "talk-time" per day???? James 13th Aug '10 2008 5
Dress Codes In Call Centre c.coxall 8th Feb '12 1982 13
Chat Key Performance Metrics Anon 19th May '15 1982 6
PIP iruane 17th Feb '11 1974 4
Call Centre Recruitment PhilippaR 23rd Jul '09 1969 6
Ideas for a corporate telephone greeting TaraJane85 29th Aug '11 1958 2
Bradford factor Jasmina 4th Jun '09 1932 11
Staff Retention Rates in UK Contact Centres ERAC123 24th Sep '10 1925 3
Inbound/Outbound Split Scott 12th Jul '11 1906 9
24 hour shift rota neil 20th Feb '12 1871 3
System note abbreviation help needed?! CallCentreManger 17th Feb '11 1867 4
What is repeated call? Anon 11th Feb '15 1852 2
Effective Call Coaching aslynn 7th Oct '09 1843 12
Do we need to give surname? SteveO 17th May '11 1842 5
Calculating Agent Availability % Scott 29th Mar '11 1829 13
HEADSET PROTOCOL lgardner 25th Jan '10 1811 9
NPS (Net Promoter) ERAC123 2nd Dec '09 1776 8
improve empathy moira 8th Feb '10 1700 6
Do you smile on the phone? Rachael 2nd Nov '11 1684 7
Outbound sales training required Darren Degiorgio 24th Sep '10 1653 7
Effective 121 Scheduling Fatburt 20th Jul '11 1610 7
Call centre setup Anon 5th Dec '13 1606 5
Call Centre vs Switchboard godfreysh 1st Apr '10 1598 4
Q-Buster Tips japsti 18th Mar '12 1595 7
Strategies to reduce attrition in call centers Jeff 16th Feb '12 1575 4
9-6 shift patterns that work in a call centre malpass 11th Aug '09 1563 9
MI on call centre attrition?? Call Centre 18th Oct '10 1563 2
Conversion Rate pacognovellino 9th May '11 1535 3
Call Centre Threshold thomas 25th Jun '10 1532 3
High sickness and absence in temporary staff Amanda7 30th Nov '12 1496 5
Bidding for Outsource Business Anon 25th Mar '14 1467 4
Utilisation Rate allisonrudd 5th Jul '11 1444 4
Planning Software treid 6th Dec '12 1426 5
Call centre budgets!! Anon 9th Apr '13 1416 3
Biggest UK Outbound Call Centre JON 2nd Nov '10 1412 3
  More topics...