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 56477 8
Difference between Occupancy and Utilization v 17th Jan '18 35855 3
FTE Calculations Anon 27th Feb '15 28324 16
AHT Glide Path (Learning curve) calculation Luis 14th Sep '17 25938 3
Quality Monitoring Forms thornden4 6th Jul '11 25774 46
Regulations on outbound calling times Jonty 10th Jul '09 24674 2
FTE Calculation Question Anon 18th Aug '14 24363 16
I need a good name for a new Contact Centre ahmed maghraby 6th Aug '11 24147 7
Forecasting Service Levels in absence of WFM DublinB 24th Sep '09 23145 13
What is the Formula for Concurrency in Chat support Charles 9th Jul '16 19110 6
Interview Question: Do you have experience working towards targets and KPIs Michelle 9th Mar '17 17647 6
Staffing Calculator for Email queues sayan 27th May '10 17459 15
Typing while talking cliveb30 4th Jul '11 13720 11
Agents break times amymcg88 28th Jun '11 13226 9
Grade of Service Formulas Martinator 3rd Jun '09 12494 3
Bidding for Outsource Business Anon 25th Mar '14 12242 9
Use of full names rigilem 8th Apr '10 11730 14
Cost per contact Pamw79 25th Nov '10 11537 5
To determine FTE requirements Anon 4th May '13 11263 5
Call evaluation criteria ccvusal 18th Aug '09 11073 3
Service Level Threshold Calculations ns2081 11th Feb '13 10584 3
How to answer "Why should we hire you?" in interview? Ella 25th Aug '11 9482 4
Workforce Formula Computation Compilation Anon 27th Nov '13 8273 2
Buzz Session Energizers Marc 18th Oct '11 7802 6
Quality Assurance Vs Team Supervisor ERAC123 21st Jan '10 6646 19
Excel Forecast rizza 18th Feb '12 6633 6
Calculating Agent Availability % Scott 29th Mar '11 6350 13
Attendance and Punctuality band1 14th Sep '09 6170 8
Quality outbound calls how many per agent? beatrice51 11th Jan '12 6016 7
Sample Inbound Call Center SOP Ren 19th Jun '18 5943 7
What makes a good team leader QALoz 11th Apr '12 5889 8
Service Level vs Occupancy V77SMB 13th Dec '12 5717 5
Profit and Loss statements in call centre Anon 11th Jun '15 5346 4
What is a Repeated Call? Anon 11th Feb '15 5274 6
How Do I Calculate Compliance Matthew 23rd Nov '16 5224 6
How do I reduce my Wrap and Hold time? Anon 16th May '13 5093 5
Schedule Efficiency Anon 7th Jan '14 5045 7
Seat Utilization Ratio jkloor 14th Dec '09 4703 4
Call Abandon Rate amitl 31st Jan '11 4589 5
16 to 24 years olds and employment prospects Bunnycatz 20th Oct '11 4489 16
DPA – When does it apply? sara 17th Oct '16 4428 6
Measuring Agent Adherence / Conformance / Productivity... ClareEdwards 15th Sep '12 4422 6
Measuring soft skills Ishaam 2nd Mar '10 4358 8
How are employers supposed to deal with racism from customers 13th Jul '16 4354 5
Call centre training material / call coaching etc noname84 27th Dec '11 4260 2
Best Practice Email Service Level Calculation vitordf 6th Apr '11 4119 4
Balanced Scorecard for Inbound Call Centre rikuslouw 6th Oct '09 4106 10
Sales advisor interview questions? Ella 6th Jan '12 4093 4
Percentage Calls Answered proof 4th Jan '10 4059 4
Call centre manager interview presentation noname84 8th Dec '11 4023 2
How do you handle escalations at a manager level? Any suggestions? Anon 1st Feb '13 3983 2
Interview Questions and Scenarios Lebeter 17th Jun '11 3848 3
Excel Version of a Dashboard Anon 15th Apr '15 3734 3
Average Cost Per Call new 15th Sep '10 3731 5
Hanging up on abusive customers callcenterbrikkz 18th May '12 3625 4
Call Quality Scoring Anon 1st Apr '15 3488 7
Wrap time between calls GrahamS 23rd Apr '12 3384 8
Probing Activities Ljones 3rd Nov '09 3366 6
Do we need to give surname? SteveO 17th May '11 3232 5
Short Calls Vicki 19th Oct '09 3231 7
Breaking 24 interval Forecast Volumes Nishad 10th Oct '19 3171 2
Cost per channel (call, mail, chat, messaging ,etc.) François 18th Oct '19 3141 3
IVR Menu Tips Jonty 29th Jun '09 3129 3
Notification of call recording reddy 13th Mar '12 3054 6
Call center SME Anon 14th Sep '14 3048 3
Outbound Telemarketing System Requirements MarketpointGlobal 2nd Jun '10 3019 7
how to forecast abandoned calls Lynne 5th Aug '12 2980 4
Workforce Management Best Practice sean 22nd Jun '09 2977 5
Simple way to measure productivity in Admin dept Luke D 13th May '11 2962 3
Objection Handling and Rapport Building sarah 12th Nov '10 2958 2
motivational games for inbound Data Capture team lee-roy 17th Jun '11 2907 2
Dress Codes In Call Centre c.coxall 8th Feb '12 2890 13
Security Questions for the Data Protection lewysworld 13th Dec '10 2873 2
Improving Customer Satisfaction (CSAT) orion1 13th Apr '10 2825 2
Industry Standard for DMC Rate cbryant 14th May '10 2793 2
Effective 121 Scheduling Fatburt 20th Jul '11 2770 6
PIP for constant DPA breeches iruane 17th Feb '11 2641 4
Call Centre vs Switchboard godfreysh 1st Apr '10 2603 4
AHT Baselining through time & motion study G K 22nd Aug '17 2558 2
Fun Making the Contact Centre Fun sean 15th Oct '09 2555 11
Number of calls analysed Anon 5th May '09 2549 14
what does aas mean from a report for acd system Denise 22nd Oct '19 2520 2
FTE Required for Outbound Calling to Meet SLA Scott 5th Oct '10 2508 3
Designing a Call Center Audit Checklist krystie 3rd May '17 2503 3
Chat Key Performance Metrics Anon 19th May '15 2478 6
Emails SL calculation with TAT Anon 4th Dec '14 2470 3
Agent ratio to SLA Target LillyP 18th Oct '10 2455 5
Call centre budgets!! Anon 9th Apr '13 2425 3
Expected "talk-time" per day???? James 13th Aug '10 2419 5
Bradford factor Jasmina 4th Jun '09 2370 11
Inbound/Outbound Split Scott 12th Jul '11 2348 9
Outbound team targets james-blake 12th Jan '12 2323 2
Call Centre Recruitment PhilippaR 23rd Jul '09 2306 6
Q-Buster Tips japsti 18th Mar '12 2302 7
HEADSET PROTOCOL lgardner 25th Jan '10 2273 9
How do you measure live chat concurrency? Jamie 29th May '16 2270 4
Do you smile on the phone? Rachael 2nd Nov '11 2262 7
Call Centre Statistics 5740adrian 15th Apr '10 2215 3
24 hour shift rota neil 20th Feb '12 2211 3
Objectives (OKR) for a support manager in a call center Mohamed 2nd Aug '16 2202 3
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