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 6030 23
Adherence Calculation Eamon 20th May '05 3818 28
Upgrade to ISO 9001:2015 from ISO 9001:2008 Alexis 4th Mar '16 2934 4
What do you call your "Quality Assurance" team? Mike 11th Sep '17 2659 4
Silent Calls and the Growth in TPS Registrations Stuart 28th Nov '03 2054 5
Average Speed of Answer - Best Practice Phil 15th Jul '05 2024 15
Outbound RPC% Dan 27th Jan '11 1779 6
Service Level and 80/20 nick 2nd Jan '07 1762 24
Shrinkage calculation Mark 14th Jun '18 1568 10
Telecommuting Closed 25th Aug '05 1557 10
Cost per call Lawrence 14th Jun '01 1531 6
List of the best call centres and why Closed 6th Nov '03 1495 7
Where are you all from? John 27th Jul '01 1102 375
Avaya Hold time question Scott 22nd Mar '06 996 8
Call Types - Root Cause Analysis Ross 7th Apr '08 971 16
Adherence to Schedule Mohamed 17th May '07 936 9
Forecasting! Where to begin? Tony 11th Mar '08 933 10
What is the difference between a 'Contact Centre' and 'Call Centre'? Ade 23rd Oct '10 809 5
Email - FTE santosh 21st Apr '08 760 14
Avaya CMS Reporting login time help Geoff 23rd Nov '11 737 4
Best location(s) for UK call centre Amanda 6th Jul '17 736 5
Call Center Newsletter Ian 22nd May '03 713 6
sales scripts shane 11th May '01 659 33
Forecast Accuracy Steve 1st Apr '08 602 5
Gross Misconduct Matthew 30th Dec '10 593 3
INDIAN CALL CENTERS AND BPO UNITS BEWARE OF FRAUDS Deepak 29th Jan '03 574 6
Help I don't speak Avaya! Marianne 15th May '09 536 5
Team Leader Work Ethics Gary 23rd Nov '04 522 16
GDPR - Consent for Call Recording John 27th Apr '18 475 4
Office Environment & Design Questionnaire! Craig 28th Sep '04 471 11
How to land communications Nikki 2nd Nov '17 464 3
Call Centre Lighting Lee 28th Jul '06 436 3
Erlang C Calculator Help Kevin 9th Dec '06 431 7
Quality Assurance Staff to Agent Ratio Therese 19th Jun '17 420 2
Resource Department requirements - Ratio of Planners to Agents donna 16th Oct '18 404 4
Call cnetre agent performance targets Gemma 14th Oct '03 389 10
Can a business record a call without telling you Ben 4th Jul '18 387 3
User Acceptance Testing Liam 20th Oct '05 386 5
Liven up the Atmosphere Pushkar 30th Mar '05 364 27
call centers in ireland John 3rd Feb '03 358 8
Soft dialler definition Dave 23rd May '08 356 3
Offered Calls Scott 27th Jul '06 343 9
Call Centre Association (UK) John 9th Jan '04 337 5
Multi-Tier Contact Centres Anon 3rd Jun '03 332 18
Measuring Abandonment Rate % Mohamed 17th May '07 321 10
Bradford Factor - Sickness Management Mike 29th Jan '09 312 3
Symposium CallsGivenForceDisconnect and General SL/Abandoned Call Question Daniel 28th Sep '05 308 12
Cleaning Foam Ear Covers Marianne 7th Jan '03 282 8
Setting up a New Call Centre john 7th Feb '02 276 37
Using "Queue Buster" in the Call Centre Kevin 15th Mar '07 263 7
Please Do Not Be Rude To us .... Kunal 27th Aug '04 255 5
Outbound Security Emma 28th Nov '08 255 11
Quiet periods Antony 9th Aug '01 254 5
Predictive Dialer Ashish 29th Sep '09 254 5
Flexible Working in the Call Centre Zoe 29th Jun '05 245 6
GDPR and random outbound calling Alexandros 17th May '18 242 5
Pre Recorded Dialler Messages Jon 13th Oct '05 228 10
Setting up new call center Deshbir 14th May '04 216 8
Cost per hour Tushar 7th May '03 213 13
Call Centre Hints and Tips Jonty 13th Nov '06 213 17
VOIP Issues Justin 11th May '07 209 10
French and German Call Centre Sourcing Paul 4th Aug '05 201 11
need erlang c calculator with 16hour option on it Nick 7th Feb '19 201 2
Has technology gone *too* far? John 18th Apr '01 200 47
Technology Needed for 200 Seat Call Centre Debra 24th Mar '04 200 10
Automatic message collection?? Sue 21st Dec '05 181 8
Appearance as a selection criteria at interview Closed 14th Jul '06 180 5
Looking for call centres doing ppi Sharon 12th Nov '14 178 6
Broadcasting Music over IVR Scott 24th Jul '07 173 8
Bizarchitects , Bizzsource, Tekksource - Are these the same?? Kishore 10th Nov '03 168 4
Are UK call centres generally ageist? Closed 1st May '06 167 5
Setting up a Call Center Sherlamar 2nd Nov '07 166 8
What did you Make of the Channel 4 Documentary: Phone Rage Cam 3rd Mar '08 166 6
Have you ever worked in a call center Bob 22nd Mar '03 163 20
Setting up a call centre James 14th Mar '10 162 6
Accounting for Hold Time When Using an Erlang Calculator Phil 18th Apr '06 161 5
DPA Regulations Scott 19th Apr '07 161 5
Ignoring Lost Calls Simon 13th Apr '04 160 9
Ethical Debates in the Contact Centre world Dylan 28th Sep '04 157 22
Symposium - Automated Reports David 24th Jun '08 157 15
Remote monitoring difference. nitin 5th Aug '03 156 8
Queuing Theory Software Jason 2nd Sep '03 155 5
Internal Sales Madhav 2nd Apr '03 152 10
Call centre awards Closed 12th May '03 152 10
Should we Limit Agent Visibility? Paul 13th Aug '08 149 5
Third party verifications during campaigns S. 19th Apr '03 143 6
Remembering 9/11 Anon 30th Aug '02 142 10
Presentation Tips Kevin 16th May '07 141 7
Fighting Offshore Contact Centre Cheats abhijit kumar 25th Jan '07 140 5
Smart Dress Code Lee 4th Jan '07 135 12
Just before I go ballistic! Dave 19th Mar '04 134 8
hello everyone joh 27th Dec '18 134 0
Summing Volumes out of Service Level William 11th Feb '05 123 5
Call Centre Headset Procedures Tamara 18th Jul '05 115 6
What can go wrong in the call center? Demitri 28th Jul '03 106 10
Outsourcing South Africa Mark 9th Dec '02 99 6
Agent Origin Marianne 15th Oct '01 95 13
Auto cut off Closed 23rd Feb '05 89 27
Using Answer Machine Detection Paul 18th Jul '08 87 8
Hiring Criteria Anthony 30th Jul '05 86 6
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