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 7067 25
Adherence Calculation for Agent Breaks Eamon 20th May '05 4128 26
What do you call your "Quality Assurance" team? Mike 11th Sep '17 3349 4
Upgrade to ISO 9001:2015 from ISO 9001:2008 Alexis 4th Mar '16 2981 4
User Acceptance Testing Liam 20th Oct '05 2672 5
Silent Calls and the Growth in TPS Registrations Stuart 28th Nov '03 2441 5
Outbound RPC (Right Party Contact) Dan 27th Jan '11 2350 8
Average Speed of Answer - Best Practice Phil 15th Jul '05 2220 15
Service Level and 80/20 nick 2nd Jan '07 2087 24
List of the best call centres and why Closed 6th Nov '03 1961 7
Offline Activities and Shrinkage calculation Mark 14th Jun '18 1834 10
Cost Per Call Calculations Lawrence 14th Jun '01 1778 6
Telecommuting Closed 25th Aug '05 1603 10
Last login Date by Agent Janelle 27th Sep '19 1594 2
Where are you all from? John 27th Jul '01 1438 375
Better CRM + AGENDA FOR MEDICAL ALAIN 23rd Aug '19 1336 2
Call Types - Root Cause Analysis Ross 7th Apr '08 1303 16
Avaya Hold time question Scott 22nd Mar '06 1243 8
Adherence to Schedule Mohamed 17th May '07 1173 9
Digital Agent Steph 25th Sep '19 1144 2
Forecasting! Where to begin? Tony 11th Mar '08 1037 10
DVLA Taped Telephone Conversations Charles 7th Jul '19 1016 2
Best location(s) for UK call centre Amanda 6th Jul '17 1011 5
What is the difference between a 'Contact Centre' and 'Call Centre'? Ade 23rd Oct '10 919 5
Email - FTE santosh 21st Apr '08 917 14
sales scripts shane 11th May '01 905 33
Forecast Accuracy Steve 1st Apr '08 897 5
How do I manually adjust my Adherence data Phil 26th Sep '19 867 2
Avaya CMS Reporting login time help Geoff 23rd Nov '11 863 4
Call Center Newsletter Ian 22nd May '03 821 6
Change my receiving email address Alma 20th Jun '19 787 2
Gross Misconduct Matthew 30th Dec '10 771 3
Help I don't speak Avaya! Marianne 15th May '09 739 5
Quality Assurance Staff to Agent Ratio Therese 19th Jun '17 665 2
INDIAN CALL CENTERS AND BPO UNITS BEWARE OF FRAUDS Deepak 29th Jan '03 645 6
Please Do Not Be Rude To us .... Kunal 27th Aug '04 584 5
GDPR - Consent for Call Recording John 27th Apr '18 576 4
Call Centre Lighting Lee 28th Jul '06 568 3
Team Leader Work Ethics Gary 23rd Nov '04 567 16
Call cnetre agent performance targets Gemma 14th Oct '03 558 10
Office Environment & Design Questionnaire! Craig 28th Sep '04 525 11
Hold music - religiously discriminating? Rob 13th Jun '19 522 2
Split/Skill Summary Interval Kim 2nd Apr '19 515 2
call center report Amir 12th Aug '19 515 2
need erlang c calculator with 16hour option on it Nick 7th Feb '19 497 2
What is the difference between absenteeism and shrinkage? Nishank 27th Aug '19 497 2
How to land communications Nikki 2nd Nov '17 494 3
Erlang C Calculator Help Kevin 9th Dec '06 467 7
Setting up a Call Center Sherlamar 2nd Nov '07 460 8
Issues with Recruiting Call Centre Experience Courtney 14th May '19 451 3
Soft dialler definition Dave 23rd May '08 449 3
Resource Department requirements - Ratio of Planners to Agents donna 16th Oct '18 441 4
Call Centre Association (UK) John 9th Jan '04 439 5
Liven up the Atmosphere Pushkar 30th Mar '05 437 27
Smart Dress Code Lee 4th Jan '07 421 12
Using "Queue Buster" in the Call Centre Kevin 15th Mar '07 419 7
Can a business record a call without telling you Ben 4th Jul '18 419 3
Scripts for Telecoms Project Paul 23rd Apr '19 417 2
call centers in ireland John 3rd Feb '03 410 8
Offered Calls Scott 27th Jul '06 391 9
Multi-Tier Contact Centres Anon 3rd Jun '03 385 18
GDPR and random outbound calling Alexandros 17th May '18 378 5
Measuring Abandonment Rate % Mohamed 17th May '07 361 10
Cleaning Foam Ear Covers Marianne 7th Jan '03 346 8
Symposium CallsGivenForceDisconnect and General SL/Abandoned Call Question Daniel 28th Sep '05 346 12
Bradford Factor - Sickness Management Mike 29th Jan '09 343 3
Setting up a New Call Centre john 7th Feb '02 329 37
Shrinkage and Agents Kathy 22nd May '19 325 2
call center in north carolina in 1996 Kelly 23rd May '19 323 2
Cost per hour Tushar 7th May '03 296 13
Outbound Security Emma 28th Nov '08 295 11
Predictive Dialer Ashish 29th Sep '09 295 5
Quiet periods Antony 9th Aug '01 293 5
Flexible Working in the Call Centre Zoe 29th Jun '05 287 6
Experimental Online Forecast Calculator (Version 1.6) Jackson 1st May '19 276 2
Pre Recorded Dialler Messages Jon 13th Oct '05 270 10
Looking for call centres doing ppi Sharon 12th Nov '14 260 6
Setting up new call center Deshbir 14th May '04 249 8
Call Centre Hints and Tips Jonty 13th Nov '06 249 17
French and German Call Centre Sourcing Paul 4th Aug '05 247 11
VOIP Issues Justin 11th May '07 239 10
Technology Needed for 200 Seat Call Centre Debra 24th Mar '04 228 10
Have you ever worked in a call center Bob 22nd Mar '03 226 20
Has technology gone *too* far? John 18th Apr '01 218 47
Outbound Data Providers....who's best??? Stephen 10th Jun '19 208 2
Automatic message collection?? Sue 21st Dec '05 203 8
Appearance as a selection criteria at interview Closed 14th Jul '06 201 5
The biggest problems employees face in the customer service industry Andrew 20th Mar '19 199 3
Setting up a call centre overseas James 14th Mar '10 197 6
Symposium - Automated Call Reports David 24th Jun '08 194 15
Ignoring Lost Calls Simon 13th Apr '04 192 9
Fighting Offshore Contact Centre Cheats abhijit kumar 25th Jan '07 192 5
Bizarchitects , Bizzsource, Tekksource - Are these the same?? Kishore 10th Nov '03 191 4
Remote monitoring difference. nitin 5th Aug '03 190 8
Broadcasting Music over IVR Scott 24th Jul '07 189 8
Ethical Debates in the Contact Centre world Dylan 28th Sep '04 186 22
DPA Regulations Scott 19th Apr '07 186 5
Are UK call centres generally ageist? Closed 1st May '06 184 5
Hold Time When Using an Erlang Calculator Phil 18th Apr '06 182 5
What did you Make of the Channel 4 Documentary: Phone Rage Cam 3rd Mar '08 182 6
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