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 39395 6
AHT Glide Path (Learning curve) calculation Luis 14th Sep '17 17288 2
I need a good name for a new Contact Centre ahmed maghraby 6th Aug '11 16427 7
Regulations on outbound calling times Jonty 10th Jul '09 15762 2
Quality Monitoring Forms thornden4 6th Jul '11 15671 43
Forecasting Service Levels in absence of WFM DublinB 24th Sep '09 13237 13
FTE Calculation Question Anon 18th Aug '14 12967 17
Call evaluation criteria ccvusal 18th Aug '09 10349 3
Grade of Service Formulas Martinator 3rd Jun '09 10274 3
Agents break times amymcg88 28th Jun '11 9825 10
To determine FTE requirements Anon 4th May '13 9707 5
Typing while talking cliveb30 4th Jul '11 9259 10
Use of full names rigilem 8th Apr '10 9216 14
Staffing Calculator for Email queues sayan 27th May '10 9113 15
How to answer "Why should we hire you?" in interview? Ella 25th Aug '11 9003 4
Cost per contact Pamw79 25th Nov '10 8140 5
Buzz Session Energizers Marc 18th Oct '11 6739 6
FTE Calculations Anon 27th Feb '15 6580 13
Excel Forecast rizza 18th Feb '12 6334 6
Service Level Threshold Calculations ns2081 11th Feb '13 6169 3
What makes a good team leader QALoz 11th Apr '12 5461 8
Formula required for Concurrency in Chat support Charles 9th Jul '16 5170 8
Workforce Formula Computation Compilation Anon 27th Nov '13 4866 2
Quality outbound calls how many per agent? beatrice51 11th Jan '12 4768 5
Attendance and Punctuality band1 14th Sep '09 4521 8
Call Abandon Rate amitl 31st Jan '11 4393 5
How do I reduce my Wrap and Hold time? Anon 16th May '13 4337 5
Quality Assurance Vs Team Supervisor ERAC123 21st Jan '10 4133 15
Call centre training material / call coaching etc noname84 27th Dec '11 4082 2
Service Level vs Occupancy V77SMB 13th Dec '12 3957 5
Measuring soft skills Ishaam 2nd Mar '10 3827 8
Sales advisor interview questions? Ella 6th Jan '12 3718 4
Interview Questions and Scenarios Lebeter 17th Jun '11 3502 3
16 to 24 years olds and employment prospects Bunnycatz 20th Oct '11 3419 16
Call centre manager interview presentation noname84 8th Dec '11 3411 2
Cost Per Call new 15th Sep '10 3340 5
Balanced Scorecard rikuslouw 6th Oct '09 3304 10
Percentage Calls Answered proof 4th Jan '10 3269 4
Seat Utilization Ratio jkloor 14th Dec '09 3214 3
How do you handle escalations at a manager level? Any suggestions? Anon 1st Feb '13 3191 2
Excel Version of a Dashboard Anon 15th Apr '15 3165 3
Hanging up on abusive customers callcenterbrikkz 18th May '12 3069 4
IVR Menu Tips Jonty 29th Jun '09 2997 3
Difference between Occupancy and Utilization v 17th Jan '18 2932 3
Schedule Efficiency Anon 7th Jan '14 2882 5
Objection Handling and Rapport Building sarah 12th Nov '10 2793 2
motivational games for inbound Data Capture team lee-roy 17th Jun '11 2774 2
Outbound Telemarketing System Requirements MarketpointGlobal 2nd Jun '10 2731 7
Notification of call recording reddy 13th Mar '12 2707 6
Improving Customer Satisfaction (CSAT) orion1 13th Apr '10 2683 2
Call Quality Scoring Anon 1st Apr '15 2645 7
Short Calls Vicki 19th Oct '09 2619 7
Data Protection act and the questions asked for security lewysworld 13th Dec '10 2574 2
Email Service Level vitordf 6th Apr '11 2558 4
how to forecast abandoned calls Lynne 5th Aug '12 2558 4
Probing Activities Ljones 3rd Nov '09 2534 6
Fun Theory sean 15th Oct '09 2433 11
Wrap time between calls GrahamS 23rd Apr '12 2365 7
Profit and Loss statements in call centre Anon 11th Jun '15 2352 4
Calculating Agent Availability % Scott 29th Mar '11 2270 13
Simple way to measure productivity in Admin dept Luke D 13th May '11 2235 3
Agent ratio to SLA Target LillyP 18th Oct '10 2204 5
FTE required for outbound calling Scott 5th Oct '10 2203 3
DMC Rate cbryant 14th May '10 2191 2
Workforce Management Best Practice sean 22nd Jun '09 2182 5
What is repeated call? Anon 11th Feb '15 2103 2
PIP iruane 17th Feb '11 2096 4
Call Centre Statistics 5740adrian 15th Apr '10 2083 3
Dress Codes In Call Centre c.coxall 8th Feb '12 2076 13
Chat Key Performance Metrics Anon 19th May '15 2069 6
Expected "talk-time" per day???? James 13th Aug '10 2058 5
Outbound team targets james-blake 12th Jan '12 2050 2
Call Centre Recruitment PhilippaR 23rd Jul '09 2028 6
Do we need to give surname? SteveO 17th May '11 2000 5
Bradford factor Jasmina 4th Jun '09 1998 11
Ideas for a corporate telephone greeting TaraJane85 29th Aug '11 1989 2
Inbound/Outbound Split Scott 12th Jul '11 1959 9
Staff Retention Rates in UK Contact Centres ERAC123 24th Sep '10 1938 3
24 hour shift rota neil 20th Feb '12 1927 3
System note abbreviation help needed?! CallCentreManger 17th Feb '11 1922 4
HEADSET PROTOCOL lgardner 25th Jan '10 1884 9
Effective Call Coaching aslynn 7th Oct '09 1851 12
NPS (Net Promoter) ERAC123 2nd Dec '09 1796 8
Effective 121 Scheduling Fatburt 20th Jul '11 1770 7
Do you smile on the phone? Rachael 2nd Nov '11 1755 7
Measuring Agent Adherence / Conformance / Productivity... ClareEdwards 15th Sep '12 1733 6
Call Centre vs Switchboard godfreysh 1st Apr '10 1710 4
improve empathy moira 8th Feb '10 1706 6
Outbound sales training required Darren Degiorgio 24th Sep '10 1681 7
9-6 shift patterns that work in a call centre malpass 11th Aug '09 1667 9
Q-Buster Tips japsti 18th Mar '12 1650 7
Call center SME Anon 14th Sep '14 1641 3
Call centre setup Anon 5th Dec '13 1622 5
Call Centre Threshold thomas 25th Jun '10 1611 3
Conversion Rate pacognovellino 9th May '11 1602 3
Interview Question: Do you have experience working towards targets and KPIs Michelle 9th Mar '17 1595 2
Strategies to reduce attrition in call centers Jeff 16th Feb '12 1592 4
MI on call centre attrition?? Call Centre 18th Oct '10 1573 2
Bidding for Outsource Business Anon 25th Mar '14 1566 4
High sickness and absence in temporary staff Amanda7 30th Nov '12 1564 5
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