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 48297 6
Difference between Occupancy and Utilization v 17th Jan '18 22116 3
Quality Monitoring Forms thornden4 6th Jul '11 21500 46
AHT Glide Path (Learning curve) calculation Luis 14th Sep '17 21298 3
I need a good name for a new Contact Centre ahmed maghraby 6th Aug '11 20313 7
FTE Calculations Anon 27th Feb '15 20197 15
Regulations on outbound calling times Jonty 10th Jul '09 19884 2
FTE Calculation Question Anon 18th Aug '14 19112 16
Forecasting Service Levels in absence of WFM DublinB 24th Sep '09 18395 13
Staffing Calculator for Email queues sayan 27th May '10 14315 15
Formula required for Concurrency in Chat support Charles 9th Jul '16 13807 10
Agents break times amymcg88 28th Jun '11 12063 9
Typing while talking cliveb30 4th Jul '11 11833 10
Grade of Service Formulas Martinator 3rd Jun '09 11787 3
Call evaluation criteria ccvusal 18th Aug '09 10823 3
Cost per contact Pamw79 25th Nov '10 10727 5
To determine FTE requirements Anon 4th May '13 10672 5
Use of full names rigilem 8th Apr '10 10663 14
Service Level Threshold Calculations ns2081 11th Feb '13 9385 3
How to answer "Why should we hire you?" in interview? Ella 25th Aug '11 9320 4
Buzz Session Energizers Marc 18th Oct '11 7558 6
Workforce Formula Computation Compilation Anon 27th Nov '13 7306 2
Excel Forecast rizza 18th Feb '12 6538 6
Interview Question: Do you have experience working towards targets and KPIs Michelle 9th Mar '17 6274 2
What makes a good team leader QALoz 11th Apr '12 5736 8
Attendance and Punctuality band1 14th Sep '09 5687 8
Quality outbound calls how many per agent? beatrice51 11th Jan '12 5453 5
Quality Assurance Vs Team Supervisor ERAC123 21st Jan '10 5243 15
Service Level vs Occupancy V77SMB 13th Dec '12 5106 5
How do I reduce my Wrap and Hold time? Anon 16th May '13 4947 5
Calculating Agent Availability % Scott 29th Mar '11 4624 13
Schedule Efficiency Anon 7th Jan '14 4612 7
Call Abandon Rate amitl 31st Jan '11 4522 5
Profit and Loss statements in call centre Anon 11th Jun '15 4292 4
Call centre training material / call coaching etc noname84 27th Dec '11 4187 2
Measuring soft skills Ishaam 2nd Mar '10 4180 8
Sales advisor interview questions? Ella 6th Jan '12 3979 4
How Do I Calculate Compliance Matthew 23rd Nov '16 3931 6
Balanced Scorecard for Inbound Call Centre rikuslouw 6th Oct '09 3900 10
What is repeated call? Anon 11th Feb '15 3892 4
Seat Utilization Ratio jkloor 14th Dec '09 3801 3
16 to 24 years olds and employment prospects Bunnycatz 20th Oct '11 3769 16
Call centre manager interview presentation noname84 8th Dec '11 3759 2
Percentage Calls Answered proof 4th Jan '10 3754 4
Interview Questions and Scenarios Lebeter 17th Jun '11 3745 3
Measuring Agent Adherence / Conformance / Productivity... ClareEdwards 15th Sep '12 3716 6
How do you handle escalations at a manager level? Any suggestions? Anon 1st Feb '13 3693 2
Average Cost Per Call new 15th Sep '10 3624 5
Excel Version of a Dashboard Anon 15th Apr '15 3615 3
How are employers supposed to deal with racism from customers 13th Jul '16 3605 5
Best Practice Email Service Level Calculation vitordf 6th Apr '11 3549 4
Bidding for Outsource Business Anon 25th Mar '14 3451 7
Hanging up on abusive customers callcenterbrikkz 18th May '12 3444 4
Call Quality Scoring Anon 1st Apr '15 3200 7
DPA – When does it apply? sara 17th Oct '16 3160 6
IVR Menu Tips Jonty 29th Jun '09 3074 3
Wrap time between calls GrahamS 23rd Apr '12 3021 8
Probing Activities Ljones 3rd Nov '09 3019 6
Short Calls Vicki 19th Oct '09 3003 7
Outbound Telemarketing System Requirements MarketpointGlobal 2nd Jun '10 2918 7
Notification of call recording reddy 13th Mar '12 2906 6
Objection Handling and Rapport Building sarah 12th Nov '10 2887 2
motivational games for inbound Data Capture team lee-roy 17th Jun '11 2847 2
how to forecast abandoned calls Lynne 5th Aug '12 2822 4
Improving Customer Satisfaction (CSAT) orion1 13th Apr '10 2772 2
Security Questions for the Data Protection lewysworld 13th Dec '10 2768 2
Do we need to give surname? SteveO 17th May '11 2727 5
Call center SME Anon 14th Sep '14 2664 3
Simple way to measure productivity in Admin dept Luke D 13th May '11 2637 3
Workforce Management Best Practice sean 22nd Jun '09 2634 5
Industry Standard for DMC Rate cbryant 14th May '10 2624 2
PIP for constant DPA breeches iruane 17th Feb '11 2553 4
Fun Making the Contact Centre Fun sean 15th Oct '09 2511 11
Dress Codes In Call Centre c.coxall 8th Feb '12 2467 13
FTE Required for Outbound Calling to Meet SLA Scott 5th Oct '10 2399 3
Agent ratio to SLA Target LillyP 18th Oct '10 2369 5
Chat Key Performance Metrics Anon 19th May '15 2367 6
Effective 121 Scheduling Fatburt 20th Jul '11 2316 7
Call Centre Recruitment PhilippaR 23rd Jul '09 2258 6
Expected "talk-time" per day???? James 13th Aug '10 2257 5
Call Centre vs Switchboard godfreysh 1st Apr '10 2235 4
Bradford factor Jasmina 4th Jun '09 2220 11
Outbound team targets james-blake 12th Jan '12 2218 2
Inbound/Outbound Split Scott 12th Jul '11 2184 9
Call Centre Statistics 5740adrian 15th Apr '10 2151 3
HEADSET PROTOCOL lgardner 25th Jan '10 2149 9
24 hour shift rota neil 20th Feb '12 2120 3
Do you smile on the phone? Rachael 2nd Nov '11 2103 7
System note abbreviation help needed?! CallCentreManger 17th Feb '11 2095 4
Ideas for a corporate telephone greeting TaraJane85 29th Aug '11 2072 2
Designing a Call Center Audit Checklist krystie 3rd May '17 2053 3
Call centre budgets!! Anon 9th Apr '13 2049 3
Staff Retention Rates in UK Contact Centres ERAC123 24th Sep '10 2008 3
AHT Baselining through time & motion study G K 22nd Aug '17 2008 2
9-6 shift patterns that work in a call centre malpass 11th Aug '09 1993 9
Q-Buster Tips japsti 18th Mar '12 1977 7
Call Centre Threshold thomas 25th Jun '10 1937 3
Effective Call Coaching aslynn 7th Oct '09 1910 12
High sickness and absence in temporary staff Amanda7 30th Nov '12 1909 6
Conversion Rate pacognovellino 9th May '11 1908 3
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