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 6865 25
Adherence Calculation for Agent Breaks Eamon 20th May '05 4057 26
What do you call your "Quality Assurance" team? Mike 11th Sep '17 3234 4
Upgrade to ISO 9001:2015 from ISO 9001:2008 Alexis 4th Mar '16 2965 4
Outbound RPC (Right Party Contact) Dan 27th Jan '11 2262 8
Average Speed of Answer - Best Practice Phil 15th Jul '05 2174 15
Silent Calls and the Growth in TPS Registrations Stuart 28th Nov '03 2102 5
Service Level and 80/20 nick 2nd Jan '07 2040 24
List of the best call centres and why Closed 6th Nov '03 1957 7
Offline Activities and Shrinkage calculation Mark 14th Jun '18 1816 10
Cost Per Call Calculations Lawrence 14th Jun '01 1715 6
User Acceptance Testing Liam 20th Oct '05 1638 5
Telecommuting Closed 25th Aug '05 1596 10
Where are you all from? John 27th Jul '01 1371 375
Call Types - Root Cause Analysis Ross 7th Apr '08 1241 16
Avaya Hold time question Scott 22nd Mar '06 1192 8
Adherence to Schedule Mohamed 17th May '07 1111 9
DVLA Taped Telephone Conversations Charles 7th Jul '19 1013 2
Forecasting! Where to begin? Tony 11th Mar '08 1009 10
Best location(s) for UK call centre Amanda 6th Jul '17 958 5
What is the difference between a 'Contact Centre' and 'Call Centre'? Ade 23rd Oct '10 892 5
Email - FTE santosh 21st Apr '08 885 14
Forecast Accuracy Steve 1st Apr '08 867 5
sales scripts shane 11th May '01 863 33
Avaya CMS Reporting login time help Geoff 23rd Nov '11 836 4
Call Center Newsletter Ian 22nd May '03 801 6
Change my receiving email address Alma 20th Jun '19 783 2
Gross Misconduct Matthew 30th Dec '10 733 3
Help I don't speak Avaya! Marianne 15th May '09 699 5
INDIAN CALL CENTERS AND BPO UNITS BEWARE OF FRAUDS Deepak 29th Jan '03 628 6
Quality Assurance Staff to Agent Ratio Therese 19th Jun '17 604 2
Please Do Not Be Rude To us .... Kunal 27th Aug '04 563 5
Team Leader Work Ethics Gary 23rd Nov '04 554 16
GDPR - Consent for Call Recording John 27th Apr '18 546 4
Call Centre Lighting Lee 28th Jul '06 545 3
Office Environment & Design Questionnaire! Craig 28th Sep '04 515 11
Hold music - religiously discriminating? Rob 13th Jun '19 513 2
Call cnetre agent performance targets Gemma 14th Oct '03 503 10
Split/Skill Summary Interval Kim 2nd Apr '19 491 2
How to land communications Nikki 2nd Nov '17 485 3
need erlang c calculator with 16hour option on it Nick 7th Feb '19 468 2
call center report Amir 12th Aug '19 460 2
Erlang C Calculator Help Kevin 9th Dec '06 457 7
Resource Department requirements - Ratio of Planners to Agents donna 16th Oct '18 433 4
Recruiting Courtney 14th May '19 433 3
Setting up a Call Center Sherlamar 2nd Nov '07 428 8
Soft dialler definition Dave 23rd May '08 425 3
Liven up the Atmosphere Pushkar 30th Mar '05 424 27
Call Centre Association (UK) John 9th Jan '04 415 5
Can a business record a call without telling you Ben 4th Jul '18 405 3
Scripts Paul 23rd Apr '19 404 2
Smart Dress Code Lee 4th Jan '07 396 12
call centers in ireland John 3rd Feb '03 393 8
Offered Calls Scott 27th Jul '06 374 9
Using "Queue Buster" in the Call Centre Kevin 15th Mar '07 369 7
Multi-Tier Contact Centres Anon 3rd Jun '03 362 18
Measuring Abandonment Rate % Mohamed 17th May '07 341 10
GDPR and random outbound calling Alexandros 17th May '18 338 5
Symposium CallsGivenForceDisconnect and General SL/Abandoned Call Question Daniel 28th Sep '05 335 12
Bradford Factor - Sickness Management Mike 29th Jan '09 333 3
Cleaning Foam Ear Covers Marianne 7th Jan '03 329 8
Shrinkage and Agents Kathy 22nd May '19 319 2
call center in north carolina in 1996 Kelly 23rd May '19 318 2
Setting up a New Call Centre john 7th Feb '02 312 37
Cost per hour Tushar 7th May '03 291 13
Quiet periods Antony 9th Aug '01 285 5
Outbound Security Emma 28th Nov '08 282 11
Predictive Dialer Ashish 29th Sep '09 280 5
Flexible Working in the Call Centre Zoe 29th Jun '05 269 6
Pre Recorded Dialler Messages Jon 13th Oct '05 266 10
Experimental Online Forecast Calculator (Version 1.6) Jackson 1st May '19 264 2
Looking for call centres doing ppi Sharon 12th Nov '14 243 6
Setting up new call center Deshbir 14th May '04 236 8
VOIP Issues Justin 11th May '07 234 10
Call Centre Hints and Tips Jonty 13th Nov '06 232 17
French and German Call Centre Sourcing Paul 4th Aug '05 229 11
Technology Needed for 200 Seat Call Centre Debra 24th Mar '04 218 10
Have you ever worked in a call center Bob 22nd Mar '03 216 20
Has technology gone *too* far? John 18th Apr '01 215 47
Outbound Data Providers....who's best??? Stephen 10th Jun '19 204 2
Appearance as a selection criteria at interview Closed 14th Jul '06 199 5
Automatic message collection?? Sue 21st Dec '05 194 8
What are some of the biggest problems employees face in the customer service industry? Andrew 20th Mar '19 192 3
Broadcasting Music over IVR Scott 24th Jul '07 187 8
Bizarchitects , Bizzsource, Tekksource - Are these the same?? Kishore 10th Nov '03 182 4
Are UK call centres generally ageist? Closed 1st May '06 182 5
DPA Regulations Scott 19th Apr '07 181 5
Setting up a call centre overseas James 14th Mar '10 181 6
Fighting Offshore Contact Centre Cheats abhijit kumar 25th Jan '07 180 5
What did you Make of the Channel 4 Documentary: Phone Rage Cam 3rd Mar '08 180 6
Symposium - Automated Call Reports David 24th Jun '08 179 15
Ignoring Lost Calls Simon 13th Apr '04 178 9
Hold Time When Using an Erlang Calculator Phil 18th Apr '06 178 5
Remote monitoring difference. nitin 5th Aug '03 174 8
Queuing Theory Software Jason 2nd Sep '03 174 5
Ethical Debates in the Contact Centre world Dylan 28th Sep '04 173 22
Internal Sales Madhav 2nd Apr '03 170 10
Purpose of Call Centre Awards Closed 12th May '03 169 10
Should we Limit Agent Visibility? Paul 13th Aug '08 163 5
Third party verifications during campaigns S. 19th Apr '03 159 6
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