General

This forum is for ad hoc call centre and customer service issues.
Subject Author Created Views Posts
Project Plan for new call centre set up Lucia 30th May '08 6641 25
Adherence Calculation for Agent Breaks Eamon 20th May '05 3984 26
What do you call your "Quality Assurance" team? Mike 11th Sep '17 3090 4
Upgrade to ISO 9001:2015 from ISO 9001:2008 Alexis 4th Mar '16 2957 4
Average Speed of Answer - Best Practice Phil 15th Jul '05 2121 15
Outbound RPC (Right Party Contact) Dan 27th Jan '11 2105 8
Silent Calls and the Growth in TPS Registrations Stuart 28th Nov '03 2085 5
Service Level and 80/20 nick 2nd Jan '07 1948 24
List of the best call centres and why Closed 6th Nov '03 1840 7
Offline Activities and Shrinkage calculation Mark 14th Jun '18 1783 10
Cost Per Call Calculations Lawrence 14th Jun '01 1632 6
Telecommuting Closed 25th Aug '05 1589 10
Where are you all from? John 27th Jul '01 1274 375
Call Types - Root Cause Analysis Ross 7th Apr '08 1149 16
Avaya Hold time question Scott 22nd Mar '06 1130 8
Adherence to Schedule Mohamed 17th May '07 1049 9
User Acceptance Testing Liam 20th Oct '05 977 5
Forecasting! Where to begin? Tony 11th Mar '08 975 10
Best location(s) for UK call centre Amanda 6th Jul '17 894 5
What is the difference between a 'Contact Centre' and 'Call Centre'? Ade 23rd Oct '10 866 5
Email - FTE santosh 21st Apr '08 843 14
Avaya CMS Reporting login time help Geoff 23rd Nov '11 801 4
Forecast Accuracy Steve 1st Apr '08 786 5
Call Center Newsletter Ian 22nd May '03 769 6
sales scripts shane 11th May '01 768 33
Gross Misconduct Matthew 30th Dec '10 702 3
Help I don't speak Avaya! Marianne 15th May '09 661 5
INDIAN CALL CENTERS AND BPO UNITS BEWARE OF FRAUDS Deepak 29th Jan '03 607 6
Team Leader Work Ethics Gary 23rd Nov '04 542 16
GDPR - Consent for Call Recording John 27th Apr '18 521 4
Quality Assurance Staff to Agent Ratio Therese 19th Jun '17 518 2
Please Do Not Be Rude To us .... Kunal 27th Aug '04 511 5
Call Centre Lighting Lee 28th Jul '06 497 3
Office Environment & Design Questionnaire! Craig 28th Sep '04 494 11
How to land communications Nikki 2nd Nov '17 478 3
Call cnetre agent performance targets Gemma 14th Oct '03 465 10
Split/Skill Summary Interval Kim 2nd Apr '19 456 2
Erlang C Calculator Help Kevin 9th Dec '06 451 7
Resource Department requirements - Ratio of Planners to Agents donna 16th Oct '18 424 4
Recruiting Courtney 14th May '19 423 3
Liven up the Atmosphere Pushkar 30th Mar '05 408 27
Can a business record a call without telling you Ben 4th Jul '18 397 3
Soft dialler definition Dave 23rd May '08 396 3
Scripts Paul 23rd Apr '19 392 2
Call Centre Association (UK) John 9th Jan '04 388 5
need erlang c calculator with 16hour option on it Nick 7th Feb '19 387 2
call centers in ireland John 3rd Feb '03 373 8
Offered Calls Scott 27th Jul '06 361 9
Multi-Tier Contact Centres Anon 3rd Jun '03 350 18
Setting up a Call Center Sherlamar 2nd Nov '07 349 8
Measuring Abandonment Rate % Mohamed 17th May '07 335 10
Using "Queue Buster" in the Call Centre Kevin 15th Mar '07 325 7
Bradford Factor - Sickness Management Mike 29th Jan '09 324 3
Symposium CallsGivenForceDisconnect and General SL/Abandoned Call Question Daniel 28th Sep '05 323 12
Smart Dress Code Lee 4th Jan '07 319 12
call center in north carolina in 1996 Kelly 23rd May '19 308 2
GDPR and random outbound calling Alexandros 17th May '18 307 5
Shrinkage and Agents Kathy 22nd May '19 306 2
Cleaning Foam Ear Covers Marianne 7th Jan '03 304 8
Setting up a New Call Centre john 7th Feb '02 294 37
Quiet periods Antony 9th Aug '01 274 5
Cost per hour Tushar 7th May '03 273 13
Outbound Security Emma 28th Nov '08 270 11
Predictive Dialer Ashish 29th Sep '09 268 5
Pre Recorded Dialler Messages Jon 13th Oct '05 260 10
Flexible Working in the Call Centre Zoe 29th Jun '05 257 6
Experimental Online Forecast Calculator (Version 1.6) Jackson 1st May '19 245 2
Setting up new call center Deshbir 14th May '04 230 8
VOIP Issues Justin 11th May '07 226 10
Call Centre Hints and Tips Jonty 13th Nov '06 223 17
French and German Call Centre Sourcing Paul 4th Aug '05 220 11
Looking for call centres doing ppi Sharon 12th Nov '14 218 6
Technology Needed for 200 Seat Call Centre Debra 24th Mar '04 213 10
Has technology gone *too* far? John 18th Apr '01 209 47
Appearance as a selection criteria at interview Closed 14th Jul '06 192 5
Automatic message collection?? Sue 21st Dec '05 189 8
What are some of the biggest problems employees face in the customer service industry? Andrew 20th Mar '19 182 3
Broadcasting Music over IVR Scott 24th Jul '07 181 8
Have you ever worked in a call center Bob 22nd Mar '03 178 20
Bizarchitects , Bizzsource, Tekksource - Are these the same?? Kishore 10th Nov '03 176 4
Are UK call centres generally ageist? Closed 1st May '06 175 5
Setting up a call centre overseas James 14th Mar '10 175 6
Hold Time When Using an Erlang Calculator Phil 18th Apr '06 174 5
DPA Regulations Scott 19th Apr '07 174 5
What did you Make of the Channel 4 Documentary: Phone Rage Cam 3rd Mar '08 174 6
Ignoring Lost Calls Simon 13th Apr '04 173 9
Symposium - Automated Call Reports David 24th Jun '08 169 15
Remote monitoring difference. nitin 5th Aug '03 167 8
Fighting Offshore Contact Centre Cheats abhijit kumar 25th Jan '07 167 5
Internal Sales Madhav 2nd Apr '03 166 10
Ethical Debates in the Contact Centre world Dylan 28th Sep '04 166 22
Queuing Theory Software Jason 2nd Sep '03 164 5
Purpose of Call Centre Awards Closed 12th May '03 163 10
erlanger calculator C 27th Feb '19 163 2
Should we Limit Agent Visibility? Paul 13th Aug '08 158 5
Third party verifications during campaigns S. 19th Apr '03 152 6
Remembering 9/11 Anon 30th Aug '02 151 10
Presentation Tips Kevin 16th May '07 149 7
Just before I go ballistic! Dave 19th Mar '04 142 8
pensions customer database josh 18th Mar '19 134 2
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