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 | 38113 | 6 |
| AHT Glide Path (Learning curve) calculation | Luis | 14th Sep '17 | 17049 | 2 |
| I need a good name for a new Contact Centre | ahmed maghraby | 6th Aug '11 | 16031 | 7 |
| Regulations on outbound calling times | Jonty | 10th Jul '09 | 15197 | 2 |
| Quality Monitoring Forms | thornden4 | 6th Jul '11 | 14243 | 43 |
| Forecasting Service Levels in absence of WFM | DublinB | 24th Sep '09 | 12635 | 13 |
| FTE Calculation Question | Anon | 18th Aug '14 | 12022 | 17 |
| Call evaluation criteria | ccvusal | 18th Aug '09 | 10056 | 3 |
| grade of service formulas | Martinator | 3rd Jun '09 | 9871 | 3 |
| to determine FTE requirements | Anon | 4th May '13 | 9241 | 6 |
| Agents break times | amymcg88 | 28th Jun '11 | 9140 | 9 |
| How to answer "Why should we hire you?" in interview? | Ella | 25th Aug '11 | 8826 | 4 |
| Use of full names | rigilem | 8th Apr '10 | 8768 | 14 |
| Typing while talking | cliveb30 | 4th Jul '11 | 8699 | 10 |
| Staffing Calculator for Email queues | sayan | 27th May '10 | 8551 | 15 |
| Cost per contact | Pamw79 | 25th Nov '10 | 7999 | 5 |
| Buzz Session Energizers | Marc | 18th Oct '11 | 6273 | 6 |
| Excel Forecast | rizza | 18th Feb '12 | 6252 | 6 |
| What makes a good team leader | QALoz | 11th Apr '12 | 5364 | 8 |
| Service Level Threshold Calculations | ns2081 | 11th Feb '13 | 5219 | 3 |
| FTE Calculations | Anon | 27th Feb '15 | 4634 | 13 |
| Quality outbound calls how many per agent? | beatrice51 | 11th Jan '12 | 4503 | 5 |
| Workforce Formula Computation Compilation | Anon | 27th Nov '13 | 4389 | 2 |
| Call Abandon Rate | amitl | 31st Jan '11 | 4351 | 5 |
| Attendance and Punctuality | band1 | 14th Sep '09 | 4321 | 8 |
| How do I reduce my Wrap and Hold time? | Anon | 16th May '13 | 4168 | 5 |
| Formula required for Concurrency in Chat support | Charles | 9th Jul '16 | 4076 | 7 |
| Call centre training material / call coaching etc | noname84 | 27th Dec '11 | 4056 | 2 |
| Quality Assurance Vs Team Supervisor | ERAC123 | 21st Jan '10 | 3937 | 15 |
| Measuring soft skills | Ishaam | 2nd Mar '10 | 3733 | 8 |
| Service Level vs Occupancy | V77SMB | 13th Dec '12 | 3662 | 5 |
| Sales advisor interview questions? | Ella | 6th Jan '12 | 3573 | 4 |
| Interview Questions and Scenarios | Lebeter | 17th Jun '11 | 3423 | 3 |
| 16 to 24 years olds and employment prospects | Bunnycatz | 20th Oct '11 | 3363 | 16 |
| Call centre manager interview presentation | noname84 | 8th Dec '11 | 3302 | 2 |
| Cost Per Call | new | 15th Sep '10 | 3267 | 5 |
| Balanced Scorecard | rikuslouw | 6th Oct '09 | 3208 | 10 |
| Percentage Calls Answered | proof | 4th Jan '10 | 3132 | 4 |
| Seat Utilization Ratio | jkloor | 14th Dec '09 | 3104 | 3 |
| Excel Version of a Dashboard | Anon | 15th Apr '15 | 3051 | 3 |
| How do you handle escalations at a manager level? Any suggestions? | Anon | 1st Feb '13 | 3015 | 2 |
| IVR Menu Tips | Jonty | 29th Jun '09 | 2979 | 3 |
| Hanging up on abusive customers | callcenterbrikkz | 18th May '12 | 2951 | 4 |
| Schedule Efficiency | Anon | 7th Jan '14 | 2783 | 5 |
| Objection Handling and Rapport Building | sarah | 12th Nov '10 | 2777 | 2 |
| motivational games for inbound Data Capture team | lee-roy | 17th Jun '11 | 2765 | 2 |
| Outbound Telemarketing System Requirements | MarketpointGlobal | 2nd Jun '10 | 2680 | 7 |
| Improving Customer Satisfaction (CSAT) | orion1 | 13th Apr '10 | 2662 | 2 |
| Notification of call recording | reddy | 13th Mar '12 | 2636 | 6 |
| Data Protection act and the questions asked for security | lewysworld | 13th Dec '10 | 2536 | 2 |
| Short Calls | Vicki | 19th Oct '09 | 2527 | 7 |
| Call Quality Scoring | Anon | 1st Apr '15 | 2503 | 7 |
| how to forecast abandoned calls | Lynne | 5th Aug '12 | 2452 | 4 |
| Probing Activities | Ljones | 3rd Nov '09 | 2426 | 6 |
| Fun Theory | sean | 15th Oct '09 | 2412 | 11 |
| Email Service Level | vitordf | 6th Apr '11 | 2360 | 4 |
| Wrap time between calls | GrahamS | 23rd Apr '12 | 2241 | 5 |
| Agent ratio to SLA Target | LillyP | 18th Oct '10 | 2187 | 5 |
| Simple way to measure productivity in Admin dept | Luke D | 13th May '11 | 2175 | 3 |
| FTE required for outbound calling | Scott | 5th Oct '10 | 2161 | 3 |
| DMC Rate | cbryant | 14th May '10 | 2098 | 2 |
| Call Centre Statistics | 5740adrian | 15th Apr '10 | 2071 | 3 |
| Profit and Loss statements in call centre | Anon | 11th Jun '15 | 2035 | 4 |
| Workforce Management Best Practice | sean | 22nd Jun '09 | 2022 | 5 |
| Outbound team targets | james-blake | 12th Jan '12 | 2017 | 2 |
| Expected "talk-time" per day???? | James | 13th Aug '10 | 2008 | 5 |
| Dress Codes In Call Centre | c.coxall | 8th Feb '12 | 1982 | 13 |
| Chat Key Performance Metrics | Anon | 19th May '15 | 1982 | 6 |
| PIP | iruane | 17th Feb '11 | 1974 | 4 |
| Call Centre Recruitment | PhilippaR | 23rd Jul '09 | 1969 | 6 |
| Ideas for a corporate telephone greeting | TaraJane85 | 29th Aug '11 | 1958 | 2 |
| Bradford factor | Jasmina | 4th Jun '09 | 1932 | 11 |
| Staff Retention Rates in UK Contact Centres | ERAC123 | 24th Sep '10 | 1925 | 3 |
| Inbound/Outbound Split | Scott | 12th Jul '11 | 1906 | 9 |
| 24 hour shift rota | neil | 20th Feb '12 | 1871 | 3 |
| System note abbreviation help needed?! | CallCentreManger | 17th Feb '11 | 1867 | 4 |
| What is repeated call? | Anon | 11th Feb '15 | 1852 | 2 |
| Effective Call Coaching | aslynn | 7th Oct '09 | 1843 | 12 |
| Do we need to give surname? | SteveO | 17th May '11 | 1842 | 5 |
| Calculating Agent Availability % | Scott | 29th Mar '11 | 1829 | 13 |
| HEADSET PROTOCOL | lgardner | 25th Jan '10 | 1811 | 9 |
| NPS (Net Promoter) | ERAC123 | 2nd Dec '09 | 1776 | 8 |
| improve empathy | moira | 8th Feb '10 | 1700 | 6 |
| Do you smile on the phone? | Rachael | 2nd Nov '11 | 1684 | 7 |
| Outbound sales training required | Darren Degiorgio | 24th Sep '10 | 1653 | 7 |
| Effective 121 Scheduling | Fatburt | 20th Jul '11 | 1610 | 7 |
| Call centre setup | Anon | 5th Dec '13 | 1606 | 5 |
| Call Centre vs Switchboard | godfreysh | 1st Apr '10 | 1598 | 4 |
| Q-Buster Tips | japsti | 18th Mar '12 | 1595 | 7 |
| Strategies to reduce attrition in call centers | Jeff | 16th Feb '12 | 1575 | 4 |
| 9-6 shift patterns that work in a call centre | malpass | 11th Aug '09 | 1563 | 9 |
| MI on call centre attrition?? | Call Centre | 18th Oct '10 | 1563 | 2 |
| Conversion Rate | pacognovellino | 9th May '11 | 1535 | 3 |
| Call Centre Threshold | thomas | 25th Jun '10 | 1532 | 3 |
| High sickness and absence in temporary staff | Amanda7 | 30th Nov '12 | 1496 | 5 |
| Bidding for Outsource Business | Anon | 25th Mar '14 | 1467 | 4 |
| Utilisation Rate | allisonrudd | 5th Jul '11 | 1444 | 4 |
| Planning Software | treid | 6th Dec '12 | 1426 | 5 |
| Call centre budgets!! | Anon | 9th Apr '13 | 1416 | 3 |
| Biggest UK Outbound Call Centre | JON | 2nd Nov '10 | 1412 | 3 |
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