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 6382 25
Adherence Calculation for Agent Breaks Eamon 20th May '05 3917 26
Upgrade to ISO 9001:2015 from ISO 9001:2008 Alexis 4th Mar '16 2948 4
What do you call your "Quality Assurance" team? Mike 11th Sep '17 2920 4
Average Speed of Answer - Best Practice Phil 15th Jul '05 2074 15
Silent Calls and the Growth in TPS Registrations Stuart 28th Nov '03 2072 5
Outbound RPC (Right Party Contact) Dan 27th Jan '11 1972 8
Service Level and 80/20 nick 2nd Jan '07 1857 24
Offline Activities and Shrinkage calculation Mark 14th Jun '18 1749 10
List of the best call centres and why Closed 6th Nov '03 1668 7
Telecommuting Closed 25th Aug '05 1585 10
Cost Per Call Calculations Lawrence 14th Jun '01 1579 6
Where are you all from? John 27th Jul '01 1199 375
Avaya Hold time question Scott 22nd Mar '06 1067 8
Call Types - Root Cause Analysis Ross 7th Apr '08 1053 16
Adherence to Schedule Mohamed 17th May '07 995 9
Forecasting! Where to begin? Tony 11th Mar '08 960 10
What is the difference between a 'Contact Centre' and 'Call Centre'? Ade 23rd Oct '10 848 5
Best location(s) for UK call centre Amanda 6th Jul '17 837 5
Email - FTE santosh 21st Apr '08 798 14
Avaya CMS Reporting login time help Geoff 23rd Nov '11 767 4
Call Center Newsletter Ian 22nd May '03 739 6
sales scripts shane 11th May '01 713 33
Forecast Accuracy Steve 1st Apr '08 685 5
User Acceptance Testing Liam 20th Oct '05 661 5
Gross Misconduct Matthew 30th Dec '10 658 3
Help I don't speak Avaya! Marianne 15th May '09 604 5
INDIAN CALL CENTERS AND BPO UNITS BEWARE OF FRAUDS Deepak 29th Jan '03 589 6
Team Leader Work Ethics Gary 23rd Nov '04 535 16
GDPR - Consent for Call Recording John 27th Apr '18 499 4
Office Environment & Design Questionnaire! Craig 28th Sep '04 482 11
Call Centre Lighting Lee 28th Jul '06 476 3
How to land communications Nikki 2nd Nov '17 476 3
Quality Assurance Staff to Agent Ratio Therese 19th Jun '17 473 2
Erlang C Calculator Help Kevin 9th Dec '06 442 7
Call cnetre agent performance targets Gemma 14th Oct '03 433 10
Split/Skill Summary Interval Kim 2nd Apr '19 429 2
Resource Department requirements - Ratio of Planners to Agents donna 16th Oct '18 416 4
Can a business record a call without telling you Ben 4th Jul '18 393 3
Liven up the Atmosphere Pushkar 30th Mar '05 389 27
Soft dialler definition Dave 23rd May '08 373 3
call centers in ireland John 3rd Feb '03 367 8
Please Do Not Be Rude To us .... Kunal 27th Aug '04 365 5
Call Centre Association (UK) John 9th Jan '04 364 5
Offered Calls Scott 27th Jul '06 353 9
Multi-Tier Contact Centres Anon 3rd Jun '03 343 18
Measuring Abandonment Rate % Mohamed 17th May '07 332 10
Bradford Factor - Sickness Management Mike 29th Jan '09 320 3
Symposium CallsGivenForceDisconnect and General SL/Abandoned Call Question Daniel 28th Sep '05 315 12
Using "Queue Buster" in the Call Centre Kevin 15th Mar '07 296 7
Cleaning Foam Ear Covers Marianne 7th Jan '03 293 8
Setting up a New Call Centre john 7th Feb '02 286 37
need erlang c calculator with 16hour option on it Nick 7th Feb '19 285 2
GDPR and random outbound calling Alexandros 17th May '18 280 5
Quiet periods Antony 9th Aug '01 265 5
Outbound Security Emma 28th Nov '08 264 11
Predictive Dialer Ashish 29th Sep '09 261 5
Pre Recorded Dialler Messages Jon 13th Oct '05 255 10
Flexible Working in the Call Centre Zoe 29th Jun '05 251 6
Setting up a Call Center Sherlamar 2nd Nov '07 249 8
Setting up new call center Deshbir 14th May '04 225 8
Cost per hour Tushar 7th May '03 221 13
Call Centre Hints and Tips Jonty 13th Nov '06 219 17
VOIP Issues Justin 11th May '07 217 10
hello everyone joh 27th Dec '18 217 0
Smart Dress Code Lee 4th Jan '07 216 12
French and German Call Centre Sourcing Paul 4th Aug '05 211 11
Technology Needed for 200 Seat Call Centre Debra 24th Mar '04 209 10
Has technology gone *too* far? John 18th Apr '01 206 47
Looking for call centres doing ppi Sharon 12th Nov '14 200 6
Appearance as a selection criteria at interview Closed 14th Jul '06 189 5
Automatic message collection?? Sue 21st Dec '05 186 8
Broadcasting Music over IVR Scott 24th Jul '07 179 8
What are some of the biggest problems employees face in the customer service industry? Andrew 20th Mar '19 175 3
Bizarchitects , Bizzsource, Tekksource - Are these the same?? Kishore 10th Nov '03 174 4
Are UK call centres generally ageist? Closed 1st May '06 173 5
What did you Make of the Channel 4 Documentary: Phone Rage Cam 3rd Mar '08 172 6
DPA Regulations Scott 19th Apr '07 171 5
Setting up a call centre overseas James 14th Mar '10 171 6
Have you ever worked in a call center Bob 22nd Mar '03 170 20
Hold Time When Using an Erlang Calculator Phil 18th Apr '06 170 5
Ignoring Lost Calls Simon 13th Apr '04 167 9
Symposium - Automated Call Reports David 24th Jun '08 166 15
Remote monitoring difference. nitin 5th Aug '03 165 8
Ethical Debates in the Contact Centre world Dylan 28th Sep '04 163 22
Internal Sales Madhav 2nd Apr '03 161 10
Purpose of Call Centre Awards Closed 12th May '03 161 10
Queuing Theory Software Jason 2nd Sep '03 161 5
erlanger calculator C 27th Feb '19 159 2
Should we Limit Agent Visibility? Paul 13th Aug '08 156 5
Fighting Offshore Contact Centre Cheats abhijit kumar 25th Jan '07 154 5
Third party verifications during campaigns S. 19th Apr '03 150 6
Remembering 9/11 Anon 30th Aug '02 148 10
Presentation Tips Kevin 16th May '07 147 7
Just before I go ballistic! Dave 19th Mar '04 140 8
Summing Volumes out of Service Level William 11th Feb '05 129 5
pensions customer database josh 18th Mar '19 129 2
Call Centre Headset Procedures Tamara 18th Jul '05 121 6
What can go wrong in the call center? Demitri 28th Jul '03 114 10
Outsourcing South Africa Mark 9th Dec '02 107 6
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