General
This forum is for ad hoc call centre and customer service issues.
Subject Author Created Views Posts
Upgrade to ISO 9001:2015 from ISO 9001:2008 Alexis 4th Mar '16 2756 4
Silent Calls and the Growth in TPS Registrations Stuart 28th Nov '03 1857 5
Project Plan for new call centre set up Lucia 30th May '08 1644 19
Adherence Calculation Eamon 20th May '05 1603 26
Average Speed of Answer - Best Practicw Phil 15th Jul '05 1190 15
Cost per call Lawrence 14th Jun '01 756 5
The $780 000 Slap on the Fingers Fine Lindsay 7th Nov '03 523 3
Forecasting! Where to begin? Tony 11th Mar '08 505 10
Service Level and 80/20 nick 2nd Jan '07 425 24
Outbound RPC% Dan 27th Jan '11 411 5
Avaya CMS Reporting login time help Geoff 23rd Nov '11 376 4
Where are you all from? John 27th Jul '01 354 375
Team Leader Work Ethics Gary 23rd Nov '04 351 16
Avaya Hold time question Scott 22nd Mar '06 308 8
Erlang C Calculator Help Kevin 9th Dec '06 305 7
Office Environment & Design Questionnaire! Craig 28th Sep '04 276 11
Call Center Newsletter Ian 22nd May '03 267 5
Call Types - Root Cause Analysis Ross 7th Apr '08 254 16
European Call Centre Of the Year Mark 5th Nov '04 239 4
Offered Calls Scott 27th Jul '06 226 9
What is the difference between a 'Contact Centre' and 'Call Centre'? Ade 23rd Oct '10 221 5
Multi-Tier Contact Centres Anon 3rd Jun '03 214 18
Adherence to Schedule Mohamed 17th May '07 205 8
Help I don't speak Avaya! Marianne 15th May '09 205 5
Gross Misconduct Matthew 30th Dec '10 201 3
Accessibility, service level - measurement question Mario 8th Jul '08 200 3
Measuring Abandonment Rate % Mohamed 17th May '07 199 9
Management/tele sales by Commission payment. David 1st Jul '17 187 0
Avaya Agent on Hold and Outbound Calls Elwyn 11th Apr '08 185 3
Email - FTE santosh 21st Apr '08 181 14
SLA to PCA in WFM? Ken 17th May '12 164 2
Liven up the Atmosphere Pushkar 30th Mar '05 163 27
Help me to learn about Davox Alvin 7th Jun '09 159 3
Ideas for Team Meetings Adele 17th Jul '17 157 3
User Acceptance Testing Liam 20th Oct '05 156 5
Avaya CMS Call Recording Query Jim 25th Sep '07 152 4
sales scripts shane 11th May '01 149 33
Soft dialler definition Dave 23rd May '08 146 3
Call/Contact Centre Forums David 26th Sep '01 145 4
Call cnetre agent performance targets Gemma 14th Oct '03 139 10
Flexible Working in the Call Centre Zoe 29th Jun '05 138 6
Norwich Union jobs move to India Neil 15th Sep '06 137 13
Call Centre Lighting Lee 28th Jul '06 136 3
Call Center Staffing Case Abdul Rahman 3rd Feb '14 135 2
Avaya soft dialler Chris 5th Apr '06 134 9
Why is there a decrease in Postings? Lawrence 10th Oct '01 132 16
Call Centers in China or Taiwan Shubby 23rd Feb '03 132 3
Pre Recorded Dialler Messages Jon 13th Oct '05 132 10
Handling Outbound Calls John 10th Apr '12 131 2
Quiet periods Antony 9th Aug '01 129 5
Custom View Director Julie 6th Mar '08 129 2
TPS Query Dave 3rd Jan '03 128 4
Outbound Security Emma 28th Nov '08 125 11
Setting up a New Call Centre john 7th Feb '02 123 36
call centers in ireland John 3rd Feb '03 123 8
Predictive Dialer Ashish 29th Sep '09 123 5
Back Office Productivity Software Paul 20th Jul '05 122 3
Symposium CallsGivenForceDisconnect and General SL/Abandoned Call Question Daniel 28th Sep '05 122 12
French and German Call Centre Paul 4th Aug '05 121 11
FTSE 1000 Jason 26th Jun '02 120 3
Cleaning Foam Ear Covers Marianne 7th Jan '03 120 8
Employee Retention - A Major Hurdle (An Indian Perspective) Shekhar 12th Feb '03 120 4
Call Centre Hints and Tips Jonty 13th Nov '06 119 18
Impact of IVR system Nichol 2nd Jun '06 116 4
VOIP Issues Justin 11th May '07 116 10
INDIAN CALL CENTERS AND BPO UNITS BEWARE OF FRAUDS Deepak 29th Jan '03 115 6
Call Centre Association (UK) John 9th Jan '04 115 5
Call Recording christine 3rd Aug '09 115 3
Effects of reducing opening hours in an inbound sales call center Kristian 3rd Sep '10 114 4
Has technology gone *too* far? John 18th Apr '01 113 47
RSS Feed Closed 17th Mar '05 113 3
Transaction Costs Paul 16th Feb '06 113 3
Broadcasting Music over IVR Scott 24th Jul '07 112 8
Profit versus loss of an outbound call centre Claire 27th Jul '07 112 2
Call Flow Modelling John 8th Nov '07 112 2
Call Center's of the future Garry 30th Jul '03 111 16
Legal issues for call center agents working from home vincent 6th Nov '03 111 4
200 seater call centre quote Debra 24th Mar '04 111 10
Automatic message collection?? Sue 21st Dec '05 111 8
Call Center/IT Enabled Services in India Sanjit 22nd Jan '02 110 4
Acronyms nick 1st Oct '03 110 3
Quality Manual Sarvesh 18th Feb '04 110 7
DMAs regulations regarding CLI display for outbound telemarketing in UK Adam 7th Apr '08 110 2
Call centre awards Closed 12th May '03 109 10
American Teleservices Association Event (Next week) Kunal 3rd Dec '03 109 2
British Gas to cut 2 000 UK jobs Jason 15th Jul '05 109 3
Queue Buster Kevin 15th Mar '07 109 7
Jeff Rose Maitland Steve 19th Mar '08 109 4
Setting up a call centre James 14th Mar '10 109 6
The public perception of our call centre world John 9th Aug '01 108 4
Peak hours for call centers Dee 31st Dec '02 108 2
Bizarchitects , Bizzsource, Tekksource - Are these the same?? Kishore 10th Nov '03 108 4
2008 Call Centre Awards Ann-Marie 16th Jan '08 108 3
Channel 4 doc this Thursday: Phone Rage Cam 3rd Mar '08 108 6
Workforce Plannin Elaine 15th May '09 108 4
Brighton UK Dave 19th Jul '04 107 6
what is a acceptable of percentage of available time in productive time. David 6th Feb '08 107 4
Data format for inbound call forecasting and staff scheduling? Joannes 1st Aug '08 107 3
Setting Up an offshore data processing firm Adalbert 20th Sep '02 106 4
UK Ageism Closed 1st May '06 106 5
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