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 7467 25
Adherence Calculation for Agent Breaks Eamon 20th May '05 4249 26
User Acceptance Testing Liam 20th Oct '05 3565 5
What do you call your "Quality Assurance" team? Mike 11th Sep '17 3564 4
Upgrade to ISO 9001:2015 from ISO 9001:2008 Alexis 4th Mar '16 3022 4
Zero Tolerance Policy - ZTP mike 8th Nov '19 2762 2
Outbound RPC (Right Party Contact) Dan 27th Jan '11 2547 8
Silent Calls and the Growth in TPS Registrations Stuart 28th Nov '03 2472 5
Cli being blocked by EE Rehanna 27th Nov '19 2407 2
Monthly Head Count Model Ralph 15th Oct '19 2301 2
Average Speed of Answer - Best Practice Phil 15th Jul '05 2290 15
Service Level and 80/20 nick 2nd Jan '07 2193 24
List of the best call centres and why Closed 6th Nov '03 1980 7
Last login Date by Agent Janelle 27th Sep '19 1952 2
Cost Per Call Calculations Lawrence 14th Jun '01 1892 6
Offline Activities and Shrinkage calculation Mark 14th Jun '18 1885 10
Telecommuting Closed 25th Aug '05 1625 10
Where are you all from? John 27th Jul '01 1525 375
Call Types - Root Cause Analysis Ross 7th Apr '08 1402 16
Avaya Hold time question Scott 22nd Mar '06 1376 8
Better CRM + AGENDA FOR MEDICAL ALAIN 23rd Aug '19 1369 2
Digital Agent Steph 25th Sep '19 1261 2
Adherence to Schedule Mohamed 17th May '07 1248 9
Best location(s) for UK call centre Amanda 6th Jul '17 1147 5
Forecasting! Where to begin? Tony 11th Mar '08 1071 10
How do I manually adjust my Adherence data Phil 26th Sep '19 1059 2
DVLA Taped Telephone Conversations Charles 7th Jul '19 1027 2
Forecast Accuracy Steve 1st Apr '08 1012 5
sales scripts shane 11th May '01 989 33
Email - FTE santosh 21st Apr '08 969 14
What is the difference between a 'Contact Centre' and 'Call Centre'? Ade 23rd Oct '10 948 5
Avaya CMS Reporting login time help Geoff 23rd Nov '11 937 4
Call Center Newsletter Ian 22nd May '03 875 6
Gross Misconduct Matthew 30th Dec '10 841 3
Quality Assurance Staff to Agent Ratio Therese 19th Jun '17 827 2
Help I don't speak Avaya! Marianne 15th May '09 810 5
Change my receiving email address Alma 20th Jun '19 803 2
INDIAN CALL CENTERS AND BPO UNITS BEWARE OF FRAUDS Deepak 29th Jan '03 689 6
Coughing when on call with customer by call centre agent Abimbola 13th Dec '19 689 2
Call cnetre agent performance targets Gemma 14th Oct '03 648 10
Call Centre Lighting Lee 28th Jul '06 626 3
Please Do Not Be Rude To us .... Kunal 27th Aug '04 617 5
GDPR - Consent for Call Recording John 27th Apr '18 614 4
need erlang c calculator with 16hour option on it Nick 7th Feb '19 614 2
What is the difference between absenteeism and shrinkage? Nishank 27th Aug '19 611 2
Team Leader Work Ethics Gary 23rd Nov '04 599 16
Setting up a Call Center Sherlamar 2nd Nov '07 563 8
Office Environment & Design Questionnaire! Craig 28th Sep '04 552 11
call center report Amir 12th Aug '19 543 2
Hold music - religiously discriminating? Rob 13th Jun '19 537 2
Split/Skill Summary Interval Kim 2nd Apr '19 536 2
Smart Dress Code Lee 4th Jan '07 532 12
How to land communications Nikki 2nd Nov '17 506 3
Soft dialler definition Dave 23rd May '08 493 3
Erlang C Calculator Help Kevin 9th Dec '06 481 7
Using "Queue Buster" in the Call Centre Kevin 15th Mar '07 480 7
Call Centre Association (UK) John 9th Jan '04 479 5
Issues with Recruiting Call Centre Experience Courtney 14th May '19 472 3
Liven up the Atmosphere Pushkar 30th Mar '05 471 27
call centers in ireland John 3rd Feb '03 468 8
Resource Department requirements - Ratio of Planners to Agents donna 16th Oct '18 462 4
Scripts for Telecoms Project Paul 23rd Apr '19 443 2
Can a business record a call without telling you Ben 4th Jul '18 434 3
GDPR and random outbound calling Alexandros 17th May '18 421 5
Multi-Tier Contact Centres Anon 3rd Jun '03 414 18
Offered Calls Scott 27th Jul '06 410 9
Cleaning Foam Ear Covers Marianne 7th Jan '03 388 8
Measuring Abandonment Rate % Mohamed 17th May '07 378 10
Symposium CallsGivenForceDisconnect and General SL/Abandoned Call Question Daniel 28th Sep '05 365 12
Bradford Factor - Sickness Management Mike 29th Jan '09 364 3
Setting up a New Call Centre john 7th Feb '02 356 37
Shrinkage and Agents Kathy 22nd May '19 341 2
call center in north carolina in 1996 Kelly 23rd May '19 340 2
Request for Proposal Darren 9th Dec '19 339 3
Quiet periods Antony 9th Aug '01 326 5
Cost per hour Tushar 7th May '03 318 13
Predictive Dialer Ashish 29th Sep '09 313 5
Outbound Security Emma 28th Nov '08 311 11
Flexible Working in the Call Centre Zoe 29th Jun '05 309 6
Experimental Online Forecast Calculator (Version 1.6) Jackson 1st May '19 306 2
Looking for call centres doing ppi Sharon 12th Nov '14 293 6
Pre Recorded Dialler Messages Jon 13th Oct '05 290 10
French and German Call Centre Sourcing Paul 4th Aug '05 271 11
Service Level and Abandoned Calls Mitesh 9th Dec '19 271 2
Have you ever worked in a call center Bob 22nd Mar '03 268 20
Call Centre Hints and Tips Jonty 13th Nov '06 268 17
Setting up new call center Deshbir 14th May '04 264 8
VOIP Issues Justin 11th May '07 258 10
Technology Needed for 200 Seat Call Centre Debra 24th Mar '04 255 10
What is a good featureless voip? John 9th Dec '19 254 2
Has technology gone *too* far? John 18th Apr '01 249 47
The biggest problems employees face in the customer service industry Andrew 20th Mar '19 229 3
Setting up a call centre overseas James 14th Mar '10 224 6
Fighting Offshore Contact Centre Cheats abhijit kumar 25th Jan '07 222 5
Outbound Data Providers....who's best??? Stephen 10th Jun '19 221 2
Appearance as a selection criteria at interview Closed 14th Jul '06 218 5
Automatic message collection?? Sue 21st Dec '05 215 8
Ignoring Lost Calls Simon 13th Apr '04 212 9
Symposium - Automated Call Reports David 24th Jun '08 210 15
Ethical Debates in the Contact Centre world Dylan 28th Sep '04 205 22
More topics...