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 36288 6
I need a good name for a new Contact Centre ahmed maghraby 6th Aug '11 15081 7
Regulations on outbound calling times Jonty 10th Jul '09 13839 2
AHT Glide Path (Learning curve) calculation Luis 14th Sep '17 12665 2
Quality Monitoring Forms thornden4 6th Jul '11 12171 43
Forecasting Service Levels in absence of WFM DublinB 24th Sep '09 11387 13
FTE Calculation Question Anon 18th Aug '14 10574 17
Call evaluation criteria ccvusal 18th Aug '09 9494 3
grade of service formulas Martinator 3rd Jun '09 9105 3
to determine FTE requirements Anon 4th May '13 8517 6
How to answer "Why should we hire you?" in interview? Ella 25th Aug '11 8278 4
Agents break times amymcg88 28th Jun '11 8070 9
Use of full names rigilem 8th Apr '10 8026 14
Typing while talking cliveb30 4th Jul '11 7811 10
Cost per contact Pamw79 25th Nov '10 7692 5
Staffing Calculator for Email queues sayan 27th May '10 7634 15
excel forecast rizza 18th Feb '12 5977 6
Buzz Session Energizers Marc 18th Oct '11 5955 6
What makes a good team leader QALoz 11th Apr '12 5215 8
Call Abandon Rate amitl 31st Jan '11 4264 5
Quality outbound calls how many per agent? beatrice51 11th Jan '12 4106 5
Call centre training material / call coaching etc noname84 27th Dec '11 4003 2
How do I reduce my Wrap and Hold time? Anon 16th May '13 3930 5
Attendance and Punctuality band1 14th Sep '09 3913 8
Quality Assurance Vs Team Supervisor ERAC123 21st Jan '10 3685 15
Service Level Threshold Calculations ns2081 11th Feb '13 3576 3
Workforce Formula Computation Compilation Anon 27th Nov '13 3555 2
Measuring soft skills Ishaam 2nd Mar '10 3538 8
Sales advisor interview questions? Ella 6th Jan '12 3371 4
Service Level vs Occupancy V77SMB 13th Dec '12 3335 5
Interview Questions and Scenarios Lebeter 17th Jun '11 3322 3
16 to 24 years olds and employment prospects Bunnycatz 20th Oct '11 3279 16
Cost Per Call new 15th Sep '10 3190 5
Call centre manager interview presentation noname84 8th Dec '11 3178 2
Balanced Scorecard rikuslouw 6th Oct '09 3095 10
IVR Menu Tips Jonty 29th Jun '09 2942 3
Seat Utilization Ratio jkloor 14th Dec '09 2920 3
Percentage Calls Answered proof 4th Jan '10 2899 4
How do you handle escalations at a manager level? Any suggestions? Anon 1st Feb '13 2781 2
Excel Version of a Dashboard Anon 15th Apr '15 2760 3
Objection Handling and Rapport Building sarah 12th Nov '10 2738 2
motivational games for inbound Data Capture team lee-roy 17th Jun '11 2722 2
Formula required for Concurrency in Chat support Charles 9th Jul '16 2718 6
Hanging up on abusive customers callcenterbrikkz 18th May '12 2710 4
Schedule Efficiency Anon 7th Jan '14 2629 5
Improving Customer Satisfaction (CSAT) orion1 13th Apr '10 2600 2
Outbound Telemarketing System Requirements MarketpointGlobal 2nd Jun '10 2599 7
Notification of call recording reddy 13th Mar '12 2521 6
Data Protection act and the questions asked for security lewysworld 13th Dec '10 2457 2
Short Calls Vicki 19th Oct '09 2405 7
Fun Theory sean 15th Oct '09 2385 11
Call Quality Scoring Anon 1st Apr '15 2303 7
how to forecast abandoned calls Lynne 5th Aug '12 2274 4
Probing Activities Ljones 3rd Nov '09 2229 6
FTE Calculations Anon 27th Feb '15 2226 11
Wrap time between calls GrahamS 23rd Apr '12 2160 5
Email Service Level vitordf 6th Apr '11 2140 4
Agent ratio to SLA Target LillyP 18th Oct '10 2133 5
FTE required for outbound calling Scott 5th Oct '10 2094 3
Simple way to measure productivity in Admin dept Luke D 13th May '11 2073 3
Call Centre Statistics 5740adrian 15th Apr '10 2036 3
DMC Rate cbryant 14th May '10 1975 2
Outbound team targets james-blake 12th Jan '12 1954 2
Call Centre Recruitment PhilippaR 23rd Jul '09 1941 6
Expected "talk-time" per day???? James 13th Aug '10 1933 5
Ideas for a corporate telephone greeting TaraJane85 29th Aug '11 1896 2
Dress Codes In Call Centre c.coxall 8th Feb '12 1878 13
Staff Retention Rates in UK Contact Centres ERAC123 24th Sep '10 1877 3
Workforce Management Best Practice sean 22nd Jun '09 1873 5
Bradford factor Jasmina 4th Jun '09 1837 11
Effective Call Coaching aslynn 7th Oct '09 1819 12
Inbound/Outbound Split Scott 12th Jul '11 1796 9
Chat Key Performance Metrics Anon 19th May '15 1781 6
24 hour shift rota neil 20th Feb '12 1773 3
PIP iruane 17th Feb '11 1764 4
System note abbreviation help needed?! CallCentreManger 17th Feb '11 1759 4
NPS (Net Promoter) ERAC123 2nd Dec '09 1725 8
HEADSET PROTOCOL lgardner 25th Jan '10 1694 9
Do we need to give surname? SteveO 17th May '11 1684 5
improve empathy moira 8th Feb '10 1678 6
Profit and Loss statements in call centre Anon 11th Jun '15 1636 4
Outbound sales training required Darren Degiorgio 24th Sep '10 1606 7
Do you smile on the phone? Rachael 2nd Nov '11 1582 7
Call centre setup Anon 5th Dec '13 1569 5
Strategies to reduce attrition in call centers Jeff 16th Feb '12 1538 4
Q-Buster Tips japsti 18th Mar '12 1538 7
MI on call centre attrition?? Call Centre 18th Oct '10 1533 2
What is repeated call? Anon 11th Feb '15 1519 2
Call Centre vs Switchboard godfreysh 1st Apr '10 1458 4
Call Centre Threshold thomas 25th Jun '10 1417 3
Conversion Rate pacognovellino 9th May '11 1412 3
High sickness and absence in temporary staff Amanda7 30th Nov '12 1402 5
9-6 shift patterns that work in a call centre malpass 11th Aug '09 1395 9
Biggest UK Outbound Call Centre JON 2nd Nov '10 1377 3
Improving Customer Satisfaction Lewi 11th Feb '11 1377 10
Utilisation Rate allisonrudd 5th Jul '11 1376 4
Planning Software treid 6th Dec '12 1373 5
Effective 121 Scheduling Fatburt 20th Jul '11 1367 5
Resource Management / Workflow Management Training JP1912 17th Jun '10 1344 2
Opening Hours ChrisB 2nd Oct '09 1343 6
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