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 8738 26
What do you call your "Quality Assurance" team? Mike 11th Sep '17 4661 4
Adherence Calculation for Agent Breaks Eamon 20th May '05 4631 25
CONTACTS / TENDERS / WORK Kash 3rd Nov '20 3854 2
Zero Tolerance Policy - ZTP mike 8th Nov '19 3846 2
User Acceptance Testing Liam 20th Oct '05 3744 5
Untapped Resources Michael 29th Oct '20 3423 2
Increasing AHT J 18th Nov '20 3373 2
Upgrade to ISO 9001:2015 from ISO 9001:2008 Alexis 4th Mar '16 3090 4
Outbound RPC (Right Party Contact) Dan 27th Jan '11 2986 8
Silent Calls and the Growth in TPS Registrations Stuart 28th Nov '03 2514 5
Average Speed of Answer - Best Practice Phil 15th Jul '05 2460 15
Cli being blocked by EE Rehanna 27th Nov '19 2459 2
Service Level and 80/20 nick 2nd Jan '07 2391 24
Monthly Head Count Model Ralph 15th Oct '19 2355 2
Cost Per Call Calculations Lawrence 14th Jun '01 2328 6
List of the best call centres and why Closed 6th Nov '03 2303 7
Can a business record a call without telling you Ben 4th Jul '18 2220 3
What hapend with online staffing algorithm - adjustmets , schedule tool? Branko 14th Sep '20 2191 5
Offline Activities and Shrinkage calculation Mark 14th Jun '18 2051 10
Mask Use In Contact Centres tom 19th May '20 2002 5
Call center agent work Imelda 6th Oct '20 1908 2
Manager to Specialist Ratio MaryAnn 3rd Jun '20 1800 5
Call Types - Root Cause Analysis Ross 7th Apr '08 1741 16
Telecommuting Closed 25th Aug '05 1674 9
New contact centre requires software Phil 29th Sep '20 1599 2
Adherence to Schedule Mohamed 17th May '07 1534 9
New Call Centre Stuart 21st Sep '20 1495 2
Better CRM + AGENDA FOR MEDICAL ALAIN 23rd Aug '19 1415 2
Best location(s) for UK call centre Amanda 6th Jul '17 1407 5
Quality Assurance Staff to Agent Ratio Therese 19th Jun '17 1387 2
Digital Agent Steph 25th Sep '19 1309 2
sales scripts shane 11th May '01 1295 33
How to start Contact Center Alma 17th Sep '20 1294 2
How do I go about requesting a copy of a call we made to a company? Susan 25th Sep '20 1213 2
Call Center Newsletter Ian 22nd May '03 1182 5
Email - FTE santosh 21st Apr '08 1150 14
How do I manually adjust my Adherence data Phil 26th Sep '19 1100 2
DVLA Taped Telephone Conversations Charles 7th Jul '19 1066 2
Forecast Accuracy Steve 1st Apr '08 1065 5
Can someone help me with advice in international call centres distantly? Susan 2nd Oct '20 1050 2
Gross Misconduct Matthew 30th Dec '10 1049 3
What is the difference between a 'Contact Centre' and 'Call Centre'? Ade 23rd Oct '10 1026 5
Feedback channel of choice Frank 10th Sep '20 1016 3
Coughing when on call with customer by call centre agent Abimbola 13th Dec '19 973 3
Industry Standard for Transfer Rates? Stacey 7th Jan '21 942 2
Change my receiving email address Alma 20th Jun '19 913 2
Call cnetre agent performance targets Gemma 14th Oct '03 911 9
What is the difference between absenteeism and shrinkage? Nishank 27th Aug '19 830 2
Call Centre Lighting Lee 28th Jul '06 811 3
Offered Calls Scott 27th Jul '06 753 11
Please Do Not Be Rude To us .... Kunal 27th Aug '04 723 5
GDPR - Consent for Call Recording John 27th Apr '18 721 4
Soft dialler definition Dave 23rd May '08 697 3
Team Leader Work Ethics Gary 23rd Nov '04 684 16
How do you measure Repeat Call Rate? Julian 25th Feb '20 680 2
Call Centre Association (UK) John 9th Jan '04 668 5
Shrinkage target in 5days working enviroment Manoj 12th Aug '20 662 2
need erlang c calculator with 16hour option on it Nick 7th Feb '19 660 2
Cleaning Foam Ear Covers Marianne 7th Jan '03 649 8
Measuring Productivity across multi channels Lianne 26th Aug '20 640 2
Setting up a Call Center Sherlamar 2nd Nov '07 612 8
Split/Skill Summary Interval Kim 2nd Apr '19 605 2
Office Environment & Design Questionnaire! Craig 28th Sep '04 604 11
call center report Amir 12th Aug '19 604 2
Smart Dress Code Lee 4th Jan '07 580 12
Hold music - religiously discriminating? Rob 13th Jun '19 579 2
GDPR and random outbound calling Alexandros 17th May '18 577 5
call centers in ireland John 3rd Feb '03 574 6
Call Monitoring Frequency Michael 25th Aug '20 571 3
Liven up the Atmosphere Pushkar 30th Mar '05 560 27
How to land communications Nikki 2nd Nov '17 557 3
Resource Department requirements - Ratio of Planners to Agents donna 16th Oct '18 546 4
Erlang C Calculator Help Kevin 9th Dec '06 531 7
Open or close? Stephen 23rd Mar '20 527 2
Business setup Vishal 7th May '20 527 2
Have you ever worked in a call center Bob 22nd Mar '03 521 20
Multi-Tier Contact Centres Anon 3rd Jun '03 515 18
Issues with Recruiting Call Centre Experience Courtney 14th May '19 514 3
Scripts for Telecoms Project Paul 23rd Apr '19 497 2
My recording Mohit 28th Mar '20 495 0
When you disagree with metrics Mark 17th Jun '20 439 2
Measuring Abandonment Rate % Mohamed 17th May '07 438 10
Cost per hour Tushar 7th May '03 434 13
Setting up a New Call Centre john 7th Feb '02 427 35
Outbound Security Emma 28th Nov '08 424 11
Bradford Factor - Sickness Management Mike 29th Jan '09 413 3
Request for Proposal Darren 9th Dec '19 412 3
Experimental Online Forecast Calculator (Version 1.6) Jackson 1st May '19 409 2
Quiet periods Antony 9th Aug '01 402 5
Looking for call centres doing ppi Sharon 12th Nov '14 402 6
Predictive Dialer Ashish 29th Sep '09 401 5
Shrinkage and Agents Kathy 22nd May '19 396 2
call center in north carolina in 1996 Kelly 23rd May '19 395 2
Flexible Working in the Call Centre Zoe 29th Jun '05 375 6
Slang in the Call Centre? Garry 23rd Jul '20 369 2
Service Level and Abandoned Calls Mitesh 9th Dec '19 330 2
French and German Call Centre Sourcing Paul 4th Aug '05 328 11
Call Centre Hints and Tips Jonty 13th Nov '06 321 17
Setting up new call center Deshbir 14th May '04 317 8
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