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 7770 26
Adherence Calculation for Agent Breaks Eamon 20th May '05 4350 25
What do you call your "Quality Assurance" team? Mike 11th Sep '17 3720 4
User Acceptance Testing Liam 20th Oct '05 3601 5
Upgrade to ISO 9001:2015 from ISO 9001:2008 Alexis 4th Mar '16 3035 4
Zero Tolerance Policy - ZTP mike 8th Nov '19 2871 2
Outbound RPC (Right Party Contact) Dan 27th Jan '11 2651 8
Silent Calls and the Growth in TPS Registrations Stuart 28th Nov '03 2483 5
Cli being blocked by EE Rehanna 27th Nov '19 2421 2
Average Speed of Answer - Best Practice Phil 15th Jul '05 2330 15
Monthly Head Count Model Ralph 15th Oct '19 2310 2
Service Level and 80/20 nick 2nd Jan '07 2263 24
List of the best call centres and why Closed 6th Nov '03 2011 7
Cost Per Call Calculations Lawrence 14th Jun '01 1996 6
Offline Activities and Shrinkage calculation Mark 14th Jun '18 1930 10
Telecommuting Closed 25th Aug '05 1636 9
Call Types - Root Cause Analysis Ross 7th Apr '08 1471 16
Better CRM + AGENDA FOR MEDICAL ALAIN 23rd Aug '19 1382 2
Adherence to Schedule Mohamed 17th May '07 1301 9
Digital Agent Steph 25th Sep '19 1270 2
Best location(s) for UK call centre Amanda 6th Jul '17 1204 5
How do I manually adjust my Adherence data Phil 26th Sep '19 1068 2
sales scripts shane 11th May '01 1053 33
DVLA Taped Telephone Conversations Charles 7th Jul '19 1034 2
Forecast Accuracy Steve 1st Apr '08 1022 5
Email - FTE santosh 21st Apr '08 996 14
What is the difference between a 'Contact Centre' and 'Call Centre'? Ade 23rd Oct '10 970 5
Quality Assurance Staff to Agent Ratio Therese 19th Jun '17 951 2
Call Center Newsletter Ian 22nd May '03 918 5
Gross Misconduct Matthew 30th Dec '10 885 3
Coughing when on call with customer by call centre agent Abimbola 13th Dec '19 830 3
Change my receiving email address Alma 20th Jun '19 810 2
Call cnetre agent performance targets Gemma 14th Oct '03 705 9
Call Centre Lighting Lee 28th Jul '06 684 3
Offered Calls Scott 27th Jul '06 682 11
Please Do Not Be Rude To us .... Kunal 27th Aug '04 641 5
What is the difference between absenteeism and shrinkage? Nishank 27th Aug '19 634 2
GDPR - Consent for Call Recording John 27th Apr '18 628 4
Team Leader Work Ethics Gary 23rd Nov '04 622 16
need erlang c calculator with 16hour option on it Nick 7th Feb '19 622 2
Setting up a Call Center Sherlamar 2nd Nov '07 574 8
Office Environment & Design Questionnaire! Craig 28th Sep '04 567 11
call center report Amir 12th Aug '19 554 2
Split/Skill Summary Interval Kim 2nd Apr '19 552 2
Hold music - religiously discriminating? Rob 13th Jun '19 544 2
Smart Dress Code Lee 4th Jan '07 540 12
Soft dialler definition Dave 23rd May '08 533 3
How to land communications Nikki 2nd Nov '17 520 3
Call Centre Association (UK) John 9th Jan '04 517 5
call centers in ireland John 3rd Feb '03 498 6
Erlang C Calculator Help Kevin 9th Dec '06 494 7
Liven up the Atmosphere Pushkar 30th Mar '05 492 27
Can a business record a call without telling you Ben 4th Jul '18 488 3
Issues with Recruiting Call Centre Experience Courtney 14th May '19 481 3
Resource Department requirements - Ratio of Planners to Agents donna 16th Oct '18 477 4
GDPR and random outbound calling Alexandros 17th May '18 461 5
Scripts for Telecoms Project Paul 23rd Apr '19 460 2
Multi-Tier Contact Centres Anon 3rd Jun '03 426 18
Cleaning Foam Ear Covers Marianne 7th Jan '03 418 8
Open or close? Stephen 23rd Mar '20 415 2
My recording Mohit 28th Mar '20 415 0
Measuring Abandonment Rate % Mohamed 17th May '07 394 10
Bradford Factor - Sickness Management Mike 29th Jan '09 374 3
Setting up a New Call Centre john 7th Feb '02 373 35
Shrinkage and Agents Kathy 22nd May '19 353 2
Request for Proposal Darren 9th Dec '19 351 3
Quiet periods Antony 9th Aug '01 347 5
call center in north carolina in 1996 Kelly 23rd May '19 346 2
Cost per hour Tushar 7th May '03 344 13
Outbound Security Emma 28th Nov '08 331 11
How do you measure Repeat Call Rate? Julian 25th Feb '20 331 2
Predictive Dialer Ashish 29th Sep '09 329 5
Experimental Online Forecast Calculator (Version 1.6) Jackson 1st May '19 326 2
Flexible Working in the Call Centre Zoe 29th Jun '05 323 6
Looking for call centres doing ppi Sharon 12th Nov '14 322 6
Have you ever worked in a call center Bob 22nd Mar '03 314 20
French and German Call Centre Sourcing Paul 4th Aug '05 288 11
Call Centre Hints and Tips Jonty 13th Nov '06 283 17
Service Level and Abandoned Calls Mitesh 9th Dec '19 283 2
Setting up new call center Deshbir 14th May '04 277 8
Technology Needed for 200 Seat Call Centre Debra 24th Mar '04 271 10
Quality Score Cards - question about points and percentages Bryan 4th Mar '20 269 2
What is a good featureless voip? John 9th Dec '19 267 2
Fighting Offshore Contact Centre Cheats abhijit kumar 25th Jan '07 243 5
The biggest problems employees face in the customer service industry Andrew 20th Mar '19 239 3
Setting up a call centre overseas James 14th Mar '10 238 6
Bomb threat Alert Card Misha 9th Jan '20 236 2
Outbound Data Providers....who's best??? Stephen 10th Jun '19 228 2
Appearance as a selection criteria at interview Closed 14th Jul '06 227 5
Ethical Debates in the Contact Centre world Dylan 28th Sep '04 220 22
Queuing Theory Software Jason 2nd Sep '03 216 4
DPA Regulations Scott 19th Apr '07 215 5
Bizarchitects , Bizzsource, Tekksource - Are these the same?? Kishore 10th Nov '03 213 4
Remote monitoring difference. nitin 5th Aug '03 212 8
Hold Time When Using an Erlang Calculator Phil 18th Apr '06 206 5
Are UK call centres generally ageist? Closed 1st May '06 202 5
What did you Make of the Channel 4 Documentary: Phone Rage Cam 3rd Mar '08 198 6
Internal Sales Madhav 2nd Apr '03 194 10
Should we Limit Agent Visibility? Paul 13th Aug '08 193 5
What can go wrong in the call center? Demitri 28th Jul '03 192 10
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