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 8441 26
Adherence Calculation for Agent Breaks Eamon 20th May '05 4521 25
What do you call your "Quality Assurance" team? Mike 11th Sep '17 4265 4
User Acceptance Testing Liam 20th Oct '05 3688 5
Zero Tolerance Policy - ZTP mike 8th Nov '19 3378 2
Upgrade to ISO 9001:2015 from ISO 9001:2008 Alexis 4th Mar '16 3072 4
Outbound RPC (Right Party Contact) Dan 27th Jan '11 2865 8
Silent Calls and the Growth in TPS Registrations Stuart 28th Nov '03 2502 5
Cli being blocked by EE Rehanna 27th Nov '19 2445 2
Average Speed of Answer - Best Practice Phil 15th Jul '05 2428 15
Service Level and 80/20 nick 2nd Jan '07 2352 24
Monthly Head Count Model Ralph 15th Oct '19 2337 2
List of the best call centres and why Closed 6th Nov '03 2288 7
Cost Per Call Calculations Lawrence 14th Jun '01 2233 6
Offline Activities and Shrinkage calculation Mark 14th Jun '18 2016 10
Manager to Specialist Ratio MaryAnn 3rd Jun '20 1778 5
Telecommuting Closed 25th Aug '05 1660 9
Call Types - Root Cause Analysis Ross 7th Apr '08 1650 16
Mask Use In Contact Centres tom 19th May '20 1509 5
Adherence to Schedule Mohamed 17th May '07 1461 9
Better CRM + AGENDA FOR MEDICAL ALAIN 23rd Aug '19 1403 2
What hapend with online staffing algorithm - adjustmets , schedule tool? Branko 14th Sep '20 1342 5
Best location(s) for UK call centre Amanda 6th Jul '17 1329 5
Digital Agent Steph 25th Sep '19 1296 2
Quality Assurance Staff to Agent Ratio Therese 19th Jun '17 1217 2
sales scripts shane 11th May '01 1205 33
Call Center Newsletter Ian 22nd May '03 1101 5
How do I manually adjust my Adherence data Phil 26th Sep '19 1086 2
Email - FTE santosh 21st Apr '08 1083 14
DVLA Taped Telephone Conversations Charles 7th Jul '19 1052 2
Forecast Accuracy Steve 1st Apr '08 1048 5
What is the difference between a 'Contact Centre' and 'Call Centre'? Ade 23rd Oct '10 1013 5
Gross Misconduct Matthew 30th Dec '10 970 3
Coughing when on call with customer by call centre agent Abimbola 13th Dec '19 928 3
Change my receiving email address Alma 20th Jun '19 885 2
Call cnetre agent performance targets Gemma 14th Oct '03 846 9
Call Centre Lighting Lee 28th Jul '06 754 3
Can a business record a call without telling you Ben 4th Jul '18 721 3
Offered Calls Scott 27th Jul '06 720 11
What is the difference between absenteeism and shrinkage? Nishank 27th Aug '19 720 2
Please Do Not Be Rude To us .... Kunal 27th Aug '04 685 5
Team Leader Work Ethics Gary 23rd Nov '04 670 16
GDPR - Consent for Call Recording John 27th Apr '18 665 4
need erlang c calculator with 16hour option on it Nick 7th Feb '19 646 2
Feedback channel of choice Frank 10th Sep '20 633 3
Shrinkage target in 5days working enviroment Manoj 12th Aug '20 630 2
Soft dialler definition Dave 23rd May '08 627 3
Measuring Productivity across multi channels Lianne 26th Aug '20 624 2
Call Centre Association (UK) John 9th Jan '04 616 5
Setting up a Call Center Sherlamar 2nd Nov '07 599 8
Office Environment & Design Questionnaire! Craig 28th Sep '04 591 11
Split/Skill Summary Interval Kim 2nd Apr '19 583 2
call center report Amir 12th Aug '19 582 2
Smart Dress Code Lee 4th Jan '07 568 12
Hold music - religiously discriminating? Rob 13th Jun '19 566 2
Cleaning Foam Ear Covers Marianne 7th Jan '03 562 8
call centers in ireland John 3rd Feb '03 546 6
Call Monitoring Frequency Michael 25th Aug '20 545 3
How to land communications Nikki 2nd Nov '17 542 3
Liven up the Atmosphere Pushkar 30th Mar '05 539 27
GDPR and random outbound calling Alexandros 17th May '18 528 5
Resource Department requirements - Ratio of Planners to Agents donna 16th Oct '18 521 4
Erlang C Calculator Help Kevin 9th Dec '06 517 7
Open or close? Stephen 23rd Mar '20 513 2
How do you measure Repeat Call Rate? Julian 25th Feb '20 511 2
Business setup Vishal 7th May '20 505 2
Issues with Recruiting Call Centre Experience Courtney 14th May '19 500 3
Multi-Tier Contact Centres Anon 3rd Jun '03 485 18
Scripts for Telecoms Project Paul 23rd Apr '19 480 2
My recording Mohit 28th Mar '20 479 0
Have you ever worked in a call center Bob 22nd Mar '03 436 20
New Call Centre Stuart 21st Sep '20 434 2
Measuring Abandonment Rate % Mohamed 17th May '07 420 10
When you disagree with metrics Mark 17th Jun '20 419 2
Setting up a New Call Centre john 7th Feb '02 409 35
How to start Contact Center Alma 17th Sep '20 406 2
Cost per hour Tushar 7th May '03 401 13
Bradford Factor - Sickness Management Mike 29th Jan '09 398 3
Outbound Security Emma 28th Nov '08 383 11
Request for Proposal Darren 9th Dec '19 383 3
Quiet periods Antony 9th Aug '01 382 5
Shrinkage and Agents Kathy 22nd May '19 380 2
Looking for call centres doing ppi Sharon 12th Nov '14 372 6
Predictive Dialer Ashish 29th Sep '09 366 5
Experimental Online Forecast Calculator (Version 1.6) Jackson 1st May '19 365 2
call center in north carolina in 1996 Kelly 23rd May '19 364 2
Flexible Working in the Call Centre Zoe 29th Jun '05 358 6
Slang in the Call Centre? Garry 23rd Jul '20 350 2
French and German Call Centre Sourcing Paul 4th Aug '05 314 11
Service Level and Abandoned Calls Mitesh 9th Dec '19 309 2
Call Centre Hints and Tips Jonty 13th Nov '06 305 17
Setting up new call center Deshbir 14th May '04 299 8
Technology Needed for 200 Seat Call Centre Debra 24th Mar '04 298 10
Quality Score Cards - question about points and percentages Bryan 4th Mar '20 298 2
WFM Terminology Oretha 20th May '20 293 2
What is a good featureless voip? John 9th Dec '19 292 2
The biggest problems employees face in the customer service industry Andrew 20th Mar '19 289 3
Setting up a call centre overseas James 14th Mar '10 279 6
Bomb threat Alert Card Misha 9th Jan '20 270 2
Fighting Offshore Contact Centre Cheats abhijit kumar 25th Jan '07 264 5
More topics...