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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 8184 26
Adherence Calculation for Agent Breaks Eamon 20th May '05 4416 25
What do you call your "Quality Assurance" team? Mike 11th Sep '17 3982 4
User Acceptance Testing Liam 20th Oct '05 3647 5
Zero Tolerance Policy - ZTP mike 8th Nov '19 3060 2
Upgrade to ISO 9001:2015 from ISO 9001:2008 Alexis 4th Mar '16 3053 4
Outbound RPC (Right Party Contact) Dan 27th Jan '11 2768 8
Silent Calls and the Growth in TPS Registrations Stuart 28th Nov '03 2493 5
Cli being blocked by EE Rehanna 27th Nov '19 2436 2
Average Speed of Answer - Best Practice Phil 15th Jul '05 2392 15
Monthly Head Count Model Ralph 15th Oct '19 2325 2
Service Level and 80/20 nick 2nd Jan '07 2312 24
List of the best call centres and why Closed 6th Nov '03 2261 7
Cost Per Call Calculations Lawrence 14th Jun '01 2126 6
Offline Activities and Shrinkage calculation Mark 14th Jun '18 1972 10
Manager to Specialist Ratio MaryAnn 3rd Jun '20 1757 5
Telecommuting Closed 25th Aug '05 1651 9
Call Types - Root Cause Analysis Ross 7th Apr '08 1559 16
Better CRM + AGENDA FOR MEDICAL ALAIN 23rd Aug '19 1394 2
Adherence to Schedule Mohamed 17th May '07 1384 9
Digital Agent Steph 25th Sep '19 1284 2
Best location(s) for UK call centre Amanda 6th Jul '17 1273 5
sales scripts shane 11th May '01 1111 33
How do I manually adjust my Adherence data Phil 26th Sep '19 1078 2
Quality Assurance Staff to Agent Ratio Therese 19th Jun '17 1064 2
DVLA Taped Telephone Conversations Charles 7th Jul '19 1044 2
Email - FTE santosh 21st Apr '08 1043 14
Call Center Newsletter Ian 22nd May '03 1041 5
Forecast Accuracy Steve 1st Apr '08 1037 5
What is the difference between a 'Contact Centre' and 'Call Centre'? Ade 23rd Oct '10 999 5
Gross Misconduct Matthew 30th Dec '10 927 3
Coughing when on call with customer by call centre agent Abimbola 13th Dec '19 899 3
Change my receiving email address Alma 20th Jun '19 832 2
Call cnetre agent performance targets Gemma 14th Oct '03 775 9
Call Centre Lighting Lee 28th Jul '06 722 3
Offered Calls Scott 27th Jul '06 706 11
Please Do Not Be Rude To us .... Kunal 27th Aug '04 668 5
What is the difference between absenteeism and shrinkage? Nishank 27th Aug '19 654 2
Team Leader Work Ethics Gary 23rd Nov '04 653 16
GDPR - Consent for Call Recording John 27th Apr '18 651 4
need erlang c calculator with 16hour option on it Nick 7th Feb '19 633 2
Can a business record a call without telling you Ben 4th Jul '18 628 3
Setting up a Call Center Sherlamar 2nd Nov '07 586 8
Office Environment & Design Questionnaire! Craig 28th Sep '04 581 11
Soft dialler definition Dave 23rd May '08 580 3
call center report Amir 12th Aug '19 570 2
Split/Skill Summary Interval Kim 2nd Apr '19 569 2
Call Centre Association (UK) John 9th Jan '04 568 5
Hold music - religiously discriminating? Rob 13th Jun '19 555 2
Smart Dress Code Lee 4th Jan '07 554 12
How to land communications Nikki 2nd Nov '17 531 3
call centers in ireland John 3rd Feb '03 524 6
Liven up the Atmosphere Pushkar 30th Mar '05 511 27
Erlang C Calculator Help Kevin 9th Dec '06 509 7
Open or close? Stephen 23rd Mar '20 503 2
Resource Department requirements - Ratio of Planners to Agents donna 16th Oct '18 497 4
GDPR and random outbound calling Alexandros 17th May '18 490 5
Issues with Recruiting Call Centre Experience Courtney 14th May '19 490 3
Business setup Vishal 7th May '20 490 2
Cleaning Foam Ear Covers Marianne 7th Jan '03 484 8
Scripts for Telecoms Project Paul 23rd Apr '19 471 2
Multi-Tier Contact Centres Anon 3rd Jun '03 462 18
My recording Mohit 28th Mar '20 458 0
Measuring Abandonment Rate % Mohamed 17th May '07 405 10
How do you measure Repeat Call Rate? Julian 25th Feb '20 401 2
Setting up a New Call Centre john 7th Feb '02 393 35
Bradford Factor - Sickness Management Mike 29th Jan '09 386 3
When you disagree with metrics Mark 17th Jun '20 378 2
Cost per hour Tushar 7th May '03 376 13
Have you ever worked in a call center Bob 22nd Mar '03 371 20
Quiet periods Antony 9th Aug '01 370 5
Shrinkage and Agents Kathy 22nd May '19 368 2
Request for Proposal Darren 9th Dec '19 368 3
Outbound Security Emma 28th Nov '08 360 11
Predictive Dialer Ashish 29th Sep '09 355 5
call center in north carolina in 1996 Kelly 23rd May '19 355 2
Looking for call centres doing ppi Sharon 12th Nov '14 344 6
Experimental Online Forecast Calculator (Version 1.6) Jackson 1st May '19 343 2
Mask Use In Contact Centres tom 19th May '20 339 4
Flexible Working in the Call Centre Zoe 29th Jun '05 338 6
French and German Call Centre Sourcing Paul 4th Aug '05 299 11
Service Level and Abandoned Calls Mitesh 9th Dec '19 299 2
Call Centre Hints and Tips Jonty 13th Nov '06 295 17
Setting up new call center Deshbir 14th May '04 289 8
Technology Needed for 200 Seat Call Centre Debra 24th Mar '04 288 10
Quality Score Cards - question about points and percentages Bryan 4th Mar '20 285 2
What is a good featureless voip? John 9th Dec '19 282 2
WFM Terminology Oretha 20th May '20 276 2
Setting up a call centre overseas James 14th Mar '10 259 6
Bomb threat Alert Card Misha 9th Jan '20 258 2
Fighting Offshore Contact Centre Cheats abhijit kumar 25th Jan '07 255 5
The biggest problems employees face in the customer service industry Andrew 20th Mar '19 254 3
Appearance as a selection criteria at interview Closed 14th Jul '06 242 5
Ethical Debates in the Contact Centre world Dylan 28th Sep '04 241 22
Outbound Data Providers....who's best??? Stephen 10th Jun '19 239 2
Remote monitoring difference. nitin 5th Aug '03 229 8
Queuing Theory Software Jason 2nd Sep '03 229 4
DPA Regulations Scott 19th Apr '07 229 5
What can go wrong in the call center? Demitri 28th Jul '03 224 10
Bizarchitects , Bizzsource, Tekksource - Are these the same?? Kishore 10th Nov '03 223 4
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