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 45965 6
Quality Monitoring Forms thornden4 6th Jul '11 19677 46
AHT Glide Path (Learning curve) calculation Luis 14th Sep '17 19509 3
I need a good name for a new Contact Centre ahmed maghraby 6th Aug '11 18619 7
Regulations on outbound calling times Jonty 10th Jul '09 18151 2
Difference between Occupancy and Utilization v 17th Jan '18 18052 3
FTE Calculations Anon 27th Feb '15 17699 15
FTE Calculation Question Anon 18th Aug '14 17197 17
Forecasting Service Levels in absence of WFM DublinB 24th Sep '09 16502 13
Staffing Calculator for Email queues sayan 27th May '10 13866 15
Formula required for Concurrency in Chat support Charles 9th Jul '16 12906 10
Agents break times amymcg88 28th Jun '11 11825 9
Grade of Service Formulas Martinator 3rd Jun '09 11690 3
Typing while talking cliveb30 4th Jul '11 11503 10
Call evaluation criteria ccvusal 18th Aug '09 10773 3
To determine FTE requirements Anon 4th May '13 10553 5
Use of full names rigilem 8th Apr '10 10475 14
Cost per contact Pamw79 25th Nov '10 9869 5
How to answer "Why should we hire you?" in interview? Ella 25th Aug '11 9277 4
Service Level Threshold Calculations ns2081 11th Feb '13 9037 3
Buzz Session Energizers Marc 18th Oct '11 7486 6
Workforce Formula Computation Compilation Anon 27th Nov '13 7009 2
Excel Forecast rizza 18th Feb '12 6521 6
What makes a good team leader QALoz 11th Apr '12 5700 8
Attendance and Punctuality band1 14th Sep '09 5586 8
Interview Question: Do you have experience working towards targets and KPIs Michelle 9th Mar '17 5516 2
Quality outbound calls how many per agent? beatrice51 11th Jan '12 5417 5
Quality Assurance Vs Team Supervisor ERAC123 21st Jan '10 5070 15
Service Level vs Occupancy V77SMB 13th Dec '12 4926 5
How do I reduce my Wrap and Hold time? Anon 16th May '13 4889 5
Schedule Efficiency Anon 7th Jan '14 4534 7
Call Abandon Rate amitl 31st Jan '11 4497 5
Calculating Agent Availability % Scott 29th Mar '11 4360 13
Call centre training material / call coaching etc noname84 27th Dec '11 4168 2
Measuring soft skills Ishaam 2nd Mar '10 4135 8
Profit and Loss statements in call centre Anon 11th Jun '15 4115 4
Sales advisor interview questions? Ella 6th Jan '12 3948 4
Balanced Scorecard for Inbound Call Centre rikuslouw 6th Oct '09 3830 10
Seat Utilization Ratio jkloor 14th Dec '09 3745 3
Interview Questions and Scenarios Lebeter 17th Jun '11 3727 3
16 to 24 years olds and employment prospects Bunnycatz 20th Oct '11 3719 16
Call centre manager interview presentation noname84 8th Dec '11 3712 2
Percentage Calls Answered proof 4th Jan '10 3704 4
What is repeated call? Anon 11th Feb '15 3656 4
How do you handle escalations at a manager level? Any suggestions? Anon 1st Feb '13 3641 2
Average Cost Per Call new 15th Sep '10 3605 5
Measuring Agent Adherence / Conformance / Productivity... ClareEdwards 15th Sep '12 3586 6
Excel Version of a Dashboard Anon 15th Apr '15 3583 3
How Do I Calculate Compliance Matthew 23rd Nov '16 3575 6
How are employers supposed to deal with racism from customers 13th Jul '16 3534 5
Best Practice Email Service Level Calculation vitordf 6th Apr '11 3432 4
Hanging up on abusive customers callcenterbrikkz 18th May '12 3403 4
Bidding for Outsource Business Anon 25th Mar '14 3282 7
Call Quality Scoring Anon 1st Apr '15 3137 7
IVR Menu Tips Jonty 29th Jun '09 3060 3
Probing Activities Ljones 3rd Nov '09 2965 6
Wrap time between calls GrahamS 23rd Apr '12 2963 8
Short Calls Vicki 19th Oct '09 2940 7
Outbound Telemarketing System Requirements MarketpointGlobal 2nd Jun '10 2899 7
DPA – When does it apply? sara 17th Oct '16 2888 6
Notification of call recording reddy 13th Mar '12 2875 6
Objection Handling and Rapport Building sarah 12th Nov '10 2864 2
motivational games for inbound Data Capture team lee-roy 17th Jun '11 2837 2
how to forecast abandoned calls Lynne 5th Aug '12 2800 4
Improving Customer Satisfaction (CSAT) orion1 13th Apr '10 2758 2
Security Questions for the Data Protection lewysworld 13th Dec '10 2748 2
Do we need to give surname? SteveO 17th May '11 2640 5
DMC Rate cbryant 14th May '10 2577 2
Call center SME Anon 14th Sep '14 2569 3
Simple way to measure productivity in Admin dept Luke D 13th May '11 2568 3
Workforce Management Best Practice sean 22nd Jun '09 2562 5
PIP iruane 17th Feb '11 2530 4
Fun Theory sean 15th Oct '09 2493 11
Dress Codes In Call Centre c.coxall 8th Feb '12 2415 13
FTE Required for Outbound Calling to Meet SLA Scott 5th Oct '10 2371 3
Agent ratio to SLA Target LillyP 18th Oct '10 2341 5
Chat Key Performance Metrics Anon 19th May '15 2340 6
Call Centre Recruitment PhilippaR 23rd Jul '09 2252 6
Expected "talk-time" per day???? James 13th Aug '10 2238 5
Bradford factor Jasmina 4th Jun '09 2198 11
Outbound team targets james-blake 12th Jan '12 2197 2
Effective 121 Scheduling Fatburt 20th Jul '11 2191 7
Call Centre vs Switchboard godfreysh 1st Apr '10 2167 4
Inbound/Outbound Split Scott 12th Jul '11 2159 9
Call Centre Statistics 5740adrian 15th Apr '10 2141 3
HEADSET PROTOCOL lgardner 25th Jan '10 2120 9
24 hour shift rota neil 20th Feb '12 2105 3
System note abbreviation help needed?! CallCentreManger 17th Feb '11 2072 4
Do you smile on the phone? Rachael 2nd Nov '11 2062 7
Ideas for a corporate telephone greeting TaraJane85 29th Aug '11 2057 2
Staff Retention Rates in UK Contact Centres ERAC123 24th Sep '10 1998 3
Call centre budgets!! Anon 9th Apr '13 1995 3
9-6 shift patterns that work in a call centre malpass 11th Aug '09 1976 9
Designing a Call Center Audit Checklist krystie 3rd May '17 1936 3
Q-Buster Tips japsti 18th Mar '12 1923 7
Call Centre Threshold thomas 25th Jun '10 1897 3
Effective Call Coaching aslynn 7th Oct '09 1893 12
AHT Baselining through time & motion study G K 22nd Aug '17 1889 2
NPS (Net Promoter) ERAC123 2nd Dec '09 1886 8
Outbound sales training required Darren Degiorgio 24th Sep '10 1886 7
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