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 42563 6
AHT Glide Path (Learning curve) calculation Luis 14th Sep '17 17850 3
Quality Monitoring Forms thornden4 6th Jul '11 17390 45
I need a good name for a new Contact Centre ahmed maghraby 6th Aug '11 17138 7
Regulations on outbound calling times Jonty 10th Jul '09 16533 2
FTE Calculation Question Anon 18th Aug '14 14937 17
Forecasting Service Levels in absence of WFM DublinB 24th Sep '09 14431 13
FTE Calculations Anon 27th Feb '15 13237 15
Staffing Calculator for Email queues sayan 27th May '10 11203 15
Grade of Service Formulas Martinator 3rd Jun '09 11146 3
Agents break times amymcg88 28th Jun '11 10998 9
Call evaluation criteria ccvusal 18th Aug '09 10644 3
Typing while talking cliveb30 4th Jul '11 10529 10
To determine FTE requirements Anon 4th May '13 10256 5
Use of full names rigilem 8th Apr '10 9889 14
Difference between Occupancy and Utilization v 17th Jan '18 9648 3
How to answer "Why should we hire you?" in interview? Ella 25th Aug '11 9172 4
Cost per contact Pamw79 25th Nov '10 8634 5
Formula required for Concurrency in Chat support Charles 9th Jul '16 8632 8
Service Level Threshold Calculations ns2081 11th Feb '13 7990 3
Buzz Session Energizers Marc 18th Oct '11 7183 6
Excel Forecast rizza 18th Feb '12 6446 6
Workforce Formula Computation Compilation Anon 27th Nov '13 6080 2
What makes a good team leader QALoz 11th Apr '12 5625 8
Quality outbound calls how many per agent? beatrice51 11th Jan '12 5312 5
Attendance and Punctuality band1 14th Sep '09 5181 8
Quality Assurance Vs Team Supervisor ERAC123 21st Jan '10 4672 15
How do I reduce my Wrap and Hold time? Anon 16th May '13 4662 5
Service Level vs Occupancy V77SMB 13th Dec '12 4560 5
Call Abandon Rate amitl 31st Jan '11 4458 5
Call centre training material / call coaching etc noname84 27th Dec '11 4130 2
Measuring soft skills Ishaam 2nd Mar '10 3996 8
Sales advisor interview questions? Ella 6th Jan '12 3861 4
Balanced Scorecard rikuslouw 6th Oct '09 3654 10
Interview Questions and Scenarios Lebeter 17th Jun '11 3650 3
Interview Question: Do you have experience working towards targets and KPIs Michelle 9th Mar '17 3631 2
Call centre manager interview presentation noname84 8th Dec '11 3589 2
Cost Per Call new 15th Sep '10 3567 5
16 to 24 years olds and employment prospects Bunnycatz 20th Oct '11 3560 16
Profit and Loss statements in call centre Anon 11th Jun '15 3529 4
Percentage Calls Answered proof 4th Jan '10 3520 4
How do you handle escalations at a manager level? Any suggestions? Anon 1st Feb '13 3514 2
Seat Utilization Ratio jkloor 14th Dec '09 3496 3
Excel Version of a Dashboard Anon 15th Apr '15 3422 3
Calculating Agent Availability % Scott 29th Mar '11 3345 13
Hanging up on abusive customers callcenterbrikkz 18th May '12 3285 4
How are employers supposed to deal with racism from customers 13th Jul '16 3250 5
Email Service Level vitordf 6th Apr '11 3147 4
Schedule Efficiency Anon 7th Jan '14 3140 5
What is repeated call? Anon 11th Feb '15 3047 4
IVR Menu Tips Jonty 29th Jun '09 3043 3
Call Quality Scoring Anon 1st Apr '15 2927 7
Outbound Telemarketing System Requirements MarketpointGlobal 2nd Jun '10 2835 7
Objection Handling and Rapport Building sarah 12th Nov '10 2828 2
Notification of call recording reddy 13th Mar '12 2823 6
motivational games for inbound Data Capture team lee-roy 17th Jun '11 2815 2
Short Calls Vicki 19th Oct '09 2801 7
Measuring Agent Adherence / Conformance / Productivity... ClareEdwards 15th Sep '12 2800 6
Probing Activities Ljones 3rd Nov '09 2795 6
How Do I Calculate Compliance Matthew 23rd Nov '16 2780 6
Wrap time between calls GrahamS 23rd Apr '12 2749 8
Improving Customer Satisfaction (CSAT) orion1 13th Apr '10 2723 2
how to forecast abandoned calls Lynne 5th Aug '12 2716 4
Data Protection act and the questions asked for security lewysworld 13th Dec '10 2667 2
Fun Theory sean 15th Oct '09 2468 11
Simple way to measure productivity in Admin dept Luke D 13th May '11 2419 3
DMC Rate cbryant 14th May '10 2417 2
Workforce Management Best Practice sean 22nd Jun '09 2406 5
PIP iruane 17th Feb '11 2379 4
Do we need to give surname? SteveO 17th May '11 2348 5
FTE required for outbound calling Scott 5th Oct '10 2315 3
Agent ratio to SLA Target LillyP 18th Oct '10 2284 5
Dress Codes In Call Centre c.coxall 8th Feb '12 2272 13
Call center SME Anon 14th Sep '14 2236 3
Chat Key Performance Metrics Anon 19th May '15 2229 6
Call Centre Recruitment PhilippaR 23rd Jul '09 2226 6
Expected "talk-time" per day???? James 13th Aug '10 2150 5
Outbound team targets james-blake 12th Jan '12 2148 2
Bradford factor Jasmina 4th Jun '09 2130 11
Call Centre Statistics 5740adrian 15th Apr '10 2117 3
Inbound/Outbound Split Scott 12th Jul '11 2092 9
DPA – When does it apply? sara 17th Oct '16 2069 6
24 hour shift rota neil 20th Feb '12 2046 3
Ideas for a corporate telephone greeting TaraJane85 29th Aug '11 2031 2
HEADSET PROTOCOL lgardner 25th Jan '10 2025 9
System note abbreviation help needed?! CallCentreManger 17th Feb '11 2022 4
Bidding for Outsource Business Anon 25th Mar '14 2018 4
Effective 121 Scheduling Fatburt 20th Jul '11 1983 7
Staff Retention Rates in UK Contact Centres ERAC123 24th Sep '10 1977 3
Do you smile on the phone? Rachael 2nd Nov '11 1966 7
Call Centre vs Switchboard godfreysh 1st Apr '10 1960 4
Effective Call Coaching aslynn 7th Oct '09 1874 12
NPS (Net Promoter) ERAC123 2nd Dec '09 1856 8
9-6 shift patterns that work in a call centre malpass 11th Aug '09 1852 9
Call centre budgets!! Anon 9th Apr '13 1829 3
Outbound sales training required Darren Degiorgio 24th Sep '10 1808 7
Q-Buster Tips japsti 18th Mar '12 1796 7
Call Centre Threshold thomas 25th Jun '10 1751 3
Conversion Rate pacognovellino 9th May '11 1750 3
improve empathy moira 8th Feb '10 1727 6
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