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 7280 25
Adherence Calculation for Agent Breaks Eamon 20th May '05 4205 26
User Acceptance Testing Liam 20th Oct '05 3495 5
What do you call your "Quality Assurance" team? Mike 11th Sep '17 3482 4
Upgrade to ISO 9001:2015 from ISO 9001:2008 Alexis 4th Mar '16 3001 4
Zero Tolerance Policy - ZTP mike 8th Nov '19 2706 2
Outbound RPC (Right Party Contact) Dan 27th Jan '11 2472 8
Silent Calls and the Growth in TPS Registrations Stuart 28th Nov '03 2457 5
Cli being blocked by EE Rehanna 27th Nov '19 2358 2
Monthly Head Count Model Ralph 15th Oct '19 2291 2
Average Speed of Answer - Best Practice Phil 15th Jul '05 2263 15
Service Level and 80/20 nick 2nd Jan '07 2145 24
List of the best call centres and why Closed 6th Nov '03 1973 7
Last login Date by Agent Janelle 27th Sep '19 1945 2
Offline Activities and Shrinkage calculation Mark 14th Jun '18 1863 10
Cost Per Call Calculations Lawrence 14th Jun '01 1835 6
Telecommuting Closed 25th Aug '05 1613 10
Where are you all from? John 27th Jul '01 1488 375
Call Types - Root Cause Analysis Ross 7th Apr '08 1362 16
Better CRM + AGENDA FOR MEDICAL ALAIN 23rd Aug '19 1351 2
Avaya Hold time question Scott 22nd Mar '06 1299 8
Digital Agent Steph 25th Sep '19 1250 2
Adherence to Schedule Mohamed 17th May '07 1222 9
Best location(s) for UK call centre Amanda 6th Jul '17 1091 5
Forecasting! Where to begin? Tony 11th Mar '08 1060 10
How do I manually adjust my Adherence data Phil 26th Sep '19 1050 2
DVLA Taped Telephone Conversations Charles 7th Jul '19 1024 2
Forecast Accuracy Steve 1st Apr '08 975 5
Email - FTE santosh 21st Apr '08 949 14
sales scripts shane 11th May '01 945 33
What is the difference between a 'Contact Centre' and 'Call Centre'? Ade 23rd Oct '10 935 5
Avaya CMS Reporting login time help Geoff 23rd Nov '11 913 4
Call Center Newsletter Ian 22nd May '03 849 6
Gross Misconduct Matthew 30th Dec '10 796 3
Change my receiving email address Alma 20th Jun '19 795 2
Help I don't speak Avaya! Marianne 15th May '09 777 5
Quality Assurance Staff to Agent Ratio Therese 19th Jun '17 756 2
INDIAN CALL CENTERS AND BPO UNITS BEWARE OF FRAUDS Deepak 29th Jan '03 668 6
Call cnetre agent performance targets Gemma 14th Oct '03 613 10
Call Centre Lighting Lee 28th Jul '06 605 3
Please Do Not Be Rude To us .... Kunal 27th Aug '04 600 5
GDPR - Consent for Call Recording John 27th Apr '18 595 4
Team Leader Work Ethics Gary 23rd Nov '04 583 16
What is the difference between absenteeism and shrinkage? Nishank 27th Aug '19 578 2
need erlang c calculator with 16hour option on it Nick 7th Feb '19 572 2
Office Environment & Design Questionnaire! Craig 28th Sep '04 539 11
Setting up a Call Center Sherlamar 2nd Nov '07 533 8
Hold music - religiously discriminating? Rob 13th Jun '19 533 2
Split/Skill Summary Interval Kim 2nd Apr '19 529 2
call center report Amir 12th Aug '19 526 2
How to land communications Nikki 2nd Nov '17 502 3
Smart Dress Code Lee 4th Jan '07 495 12
Erlang C Calculator Help Kevin 9th Dec '06 476 7
Soft dialler definition Dave 23rd May '08 473 3
Issues with Recruiting Call Centre Experience Courtney 14th May '19 465 3
Call Centre Association (UK) John 9th Jan '04 459 5
Resource Department requirements - Ratio of Planners to Agents donna 16th Oct '18 455 4
Liven up the Atmosphere Pushkar 30th Mar '05 452 27
Using "Queue Buster" in the Call Centre Kevin 15th Mar '07 449 7
Scripts for Telecoms Project Paul 23rd Apr '19 434 2
call centers in ireland John 3rd Feb '03 430 8
Can a business record a call without telling you Ben 4th Jul '18 428 3
GDPR and random outbound calling Alexandros 17th May '18 407 5
Multi-Tier Contact Centres Anon 3rd Jun '03 402 18
Offered Calls Scott 27th Jul '06 402 9
Measuring Abandonment Rate % Mohamed 17th May '07 371 10
Cleaning Foam Ear Covers Marianne 7th Jan '03 366 8
Symposium CallsGivenForceDisconnect and General SL/Abandoned Call Question Daniel 28th Sep '05 357 12
Bradford Factor - Sickness Management Mike 29th Jan '09 353 3
Setting up a New Call Centre john 7th Feb '02 343 37
Shrinkage and Agents Kathy 22nd May '19 336 2
call center in north carolina in 1996 Kelly 23rd May '19 334 2
Quiet periods Antony 9th Aug '01 309 5
Cost per hour Tushar 7th May '03 308 13
Outbound Security Emma 28th Nov '08 305 11
Flexible Working in the Call Centre Zoe 29th Jun '05 302 6
Predictive Dialer Ashish 29th Sep '09 302 5
Experimental Online Forecast Calculator (Version 1.6) Jackson 1st May '19 293 2
Looking for call centres doing ppi Sharon 12th Nov '14 282 6
Pre Recorded Dialler Messages Jon 13th Oct '05 277 10
French and German Call Centre Sourcing Paul 4th Aug '05 263 11
Setting up new call center Deshbir 14th May '04 259 8
Call Centre Hints and Tips Jonty 13th Nov '06 257 17
VOIP Issues Justin 11th May '07 250 10
Have you ever worked in a call center Bob 22nd Mar '03 244 20
Technology Needed for 200 Seat Call Centre Debra 24th Mar '04 237 10
Has technology gone *too* far? John 18th Apr '01 232 47
Outbound Data Providers....who's best??? Stephen 10th Jun '19 216 2
The biggest problems employees face in the customer service industry Andrew 20th Mar '19 214 3
Appearance as a selection criteria at interview Closed 14th Jul '06 213 5
Service Level and Abandoned Calls Mitesh 9th Dec '19 211 2
Automatic message collection?? Sue 21st Dec '05 210 8
Setting up a call centre overseas James 14th Mar '10 209 6
Fighting Offshore Contact Centre Cheats abhijit kumar 25th Jan '07 208 5
Symposium - Automated Call Reports David 24th Jun '08 205 15
Bizarchitects , Bizzsource, Tekksource - Are these the same?? Kishore 10th Nov '03 200 4
Ignoring Lost Calls Simon 13th Apr '04 200 9
Remote monitoring difference. nitin 5th Aug '03 198 8
DPA Regulations Scott 19th Apr '07 197 5
Broadcasting Music over IVR Scott 24th Jul '07 196 8
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