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 43999 6
AHT Glide Path (Learning curve) calculation Luis 14th Sep '17 18163 3
Quality Monitoring Forms thornden4 6th Jul '11 17962 45
I need a good name for a new Contact Centre ahmed maghraby 6th Aug '11 17405 7
Regulations on outbound calling times Jonty 10th Jul '09 16912 2
FTE Calculation Question Anon 18th Aug '14 15705 17
FTE Calculations Anon 27th Feb '15 15458 15
Forecasting Service Levels in absence of WFM DublinB 24th Sep '09 15072 13
Difference between Occupancy and Utilization v 17th Jan '18 14204 3
Staffing Calculator for Email queues sayan 27th May '10 12223 15
Grade of Service Formulas Martinator 3rd Jun '09 11545 3
Agents break times amymcg88 28th Jun '11 11519 9
Typing while talking cliveb30 4th Jul '11 11173 10
Call evaluation criteria ccvusal 18th Aug '09 10718 3
To determine FTE requirements Anon 4th May '13 10443 5
Use of full names rigilem 8th Apr '10 10264 14
Formula required for Concurrency in Chat support Charles 9th Jul '16 10123 8
Cost per contact Pamw79 25th Nov '10 9296 5
How to answer "Why should we hire you?" in interview? Ella 25th Aug '11 9242 4
Service Level Threshold Calculations ns2081 11th Feb '13 8668 3
Buzz Session Energizers Marc 18th Oct '11 7390 6
Workforce Formula Computation Compilation Anon 27th Nov '13 6702 2
Excel Forecast rizza 18th Feb '12 6486 6
What makes a good team leader QALoz 11th Apr '12 5675 8
Attendance and Punctuality band1 14th Sep '09 5464 8
Quality outbound calls how many per agent? beatrice51 11th Jan '12 5395 5
Quality Assurance Vs Team Supervisor ERAC123 21st Jan '10 4938 15
Interview Question: Do you have experience working towards targets and KPIs Michelle 9th Mar '17 4898 2
How do I reduce my Wrap and Hold time? Anon 16th May '13 4837 5
Service Level vs Occupancy V77SMB 13th Dec '12 4810 5
Call Abandon Rate amitl 31st Jan '11 4480 5
Call centre training material / call coaching etc noname84 27th Dec '11 4150 2
Measuring soft skills Ishaam 2nd Mar '10 4091 8
Calculating Agent Availability % Scott 29th Mar '11 4004 13
Sales advisor interview questions? Ella 6th Jan '12 3917 4
Profit and Loss statements in call centre Anon 11th Jun '15 3893 4
Balanced Scorecard for Inbound Call Centre rikuslouw 6th Oct '09 3766 10
Interview Questions and Scenarios Lebeter 17th Jun '11 3699 3
Call centre manager interview presentation noname84 8th Dec '11 3675 2
Seat Utilization Ratio jkloor 14th Dec '09 3668 3
16 to 24 years olds and employment prospects Bunnycatz 20th Oct '11 3656 16
Percentage Calls Answered proof 4th Jan '10 3639 4
Average Cost Per Call new 15th Sep '10 3596 5
How do you handle escalations at a manager level? Any suggestions? Anon 1st Feb '13 3589 2
Excel Version of a Dashboard Anon 15th Apr '15 3532 3
How are employers supposed to deal with racism from customers 13th Jul '16 3457 5
What is repeated call? Anon 11th Feb '15 3443 4
Measuring Agent Adherence / Conformance / Productivity... ClareEdwards 15th Sep '12 3403 6
Hanging up on abusive customers callcenterbrikkz 18th May '12 3366 4
How Do I Calculate Compliance Matthew 23rd Nov '16 3345 6
Best Practice Email Service Level Calculation vitordf 6th Apr '11 3335 4
Schedule Efficiency Anon 7th Jan '14 3327 5
Call Quality Scoring Anon 1st Apr '15 3072 7
IVR Menu Tips Jonty 29th Jun '09 3055 3
Probing Activities Ljones 3rd Nov '09 2915 6
Wrap time between calls GrahamS 23rd Apr '12 2899 8
Short Calls Vicki 19th Oct '09 2888 7
Outbound Telemarketing System Requirements MarketpointGlobal 2nd Jun '10 2882 7
Notification of call recording reddy 13th Mar '12 2854 6
Objection Handling and Rapport Building sarah 12th Nov '10 2851 2
motivational games for inbound Data Capture team lee-roy 17th Jun '11 2829 2
how to forecast abandoned calls Lynne 5th Aug '12 2768 4
Improving Customer Satisfaction (CSAT) orion1 13th Apr '10 2748 2
Security Questions for the Data Protection lewysworld 13th Dec '10 2733 2
DPA – When does it apply? sara 17th Oct '16 2623 6
Do we need to give surname? SteveO 17th May '11 2537 5
Simple way to measure productivity in Admin dept Luke D 13th May '11 2521 3
DMC Rate cbryant 14th May '10 2517 2
Workforce Management Best Practice sean 22nd Jun '09 2503 5
Bidding for Outsource Business Anon 25th Mar '14 2492 7
Fun Theory sean 15th Oct '09 2486 11
PIP iruane 17th Feb '11 2477 4
Call center SME Anon 14th Sep '14 2475 3
Dress Codes In Call Centre c.coxall 8th Feb '12 2368 13
FTE Required for Outbound Calling to Meet SLA Scott 5th Oct '10 2352 3
Agent ratio to SLA Target LillyP 18th Oct '10 2325 5
Chat Key Performance Metrics Anon 19th May '15 2309 6
Call Centre Recruitment PhilippaR 23rd Jul '09 2245 6
Expected "talk-time" per day???? James 13th Aug '10 2201 5
Outbound team targets james-blake 12th Jan '12 2182 2
Bradford factor Jasmina 4th Jun '09 2176 11
Call Centre Statistics 5740adrian 15th Apr '10 2132 3
Inbound/Outbound Split Scott 12th Jul '11 2131 9
Call Centre vs Switchboard godfreysh 1st Apr '10 2091 4
24 hour shift rota neil 20th Feb '12 2088 3
HEADSET PROTOCOL lgardner 25th Jan '10 2080 9
Effective 121 Scheduling Fatburt 20th Jul '11 2070 7
System note abbreviation help needed?! CallCentreManger 17th Feb '11 2059 4
Ideas for a corporate telephone greeting TaraJane85 29th Aug '11 2048 2
Do you smile on the phone? Rachael 2nd Nov '11 2020 7
Staff Retention Rates in UK Contact Centres ERAC123 24th Sep '10 1988 3
9-6 shift patterns that work in a call centre malpass 11th Aug '09 1945 9
Call centre budgets!! Anon 9th Apr '13 1939 3
Effective Call Coaching aslynn 7th Oct '09 1886 12
Q-Buster Tips japsti 18th Mar '12 1878 7
NPS (Net Promoter) ERAC123 2nd Dec '09 1876 8
Outbound sales training required Darren Degiorgio 24th Sep '10 1854 7
Call Centre Threshold thomas 25th Jun '10 1844 3
Conversion Rate pacognovellino 9th May '11 1838 3
High sickness and absence in temporary staff Amanda7 30th Nov '12 1829 6
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