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 5689 23
Adherence Calculation Eamon 20th May '05 3651 28
Upgrade to ISO 9001:2015 from ISO 9001:2008 Alexis 4th Mar '16 2926 4
What do you call your "Quality Assurance" team? Mike 11th Sep '17 2444 4
Silent Calls and the Growth in TPS Registrations Stuart 28th Nov '03 2037 5
Average Speed of Answer - Best Practice Phil 15th Jul '05 1928 15
Service Level and 80/20 nick 2nd Jan '07 1655 24
Outbound RPC% Dan 27th Jan '11 1645 6
New names for Quality Assurance Tom 12th Dec '17 1497 2
Cost per call Lawrence 14th Jun '01 1463 6
Telecommuting Closed 25th Aug '05 1357 10
List of the best call centres and why Closed 6th Nov '03 1300 7
Shrinkage calculation Mark 14th Jun '18 1105 10
The $780 000 Slap on the Fingers Fine Lindsay 7th Nov '03 1076 3
What is productive agent ? Yogesh 21st Nov '17 991 2
Avaya Hold time question Scott 22nd Mar '06 929 8
Forecasting! Where to begin? Tony 11th Mar '08 892 10
Call Types - Root Cause Analysis Ross 7th Apr '08 886 16
Where are you all from? John 27th Jul '01 859 375
Adherence to Schedule Mohamed 17th May '07 848 9
Using cellphone Joane 15th Nov '17 835 2
Changes to Call Recording and the introduction of GDPR Emma 9th Aug '17 834 3
Registering Mandy 28th Jun '18 802 2
Difference between the quality assurance and quality control Esraa 30th Nov '18 795 2
What is the difference between a 'Contact Centre' and 'Call Centre'? Ade 23rd Oct '10 784 5
Peak hours for call centers Dee 31st Dec '02 736 2
Avaya CMS Reporting login time help Geoff 23rd Nov '11 715 4
Email - FTE santosh 21st Apr '08 710 14
Roster Kevin 1st Nov '17 689 2
Call Center Newsletter Ian 22nd May '03 682 6
Financial kpis for call center Khalid 30th Jan '18 665 3
Best location(s) for UK call centre Amanda 6th Jul '17 652 5
sales scripts shane 11th May '01 631 33
audio recording gaynor 16th Jan '18 610 2
Call Centers that have quality monitoring at less than 100% Justin 14th Dec '17 563 2
Designing a Call Observation (Monitor) Form Karen 19th Dec '17 560 2
Outlook 2013 - Email Analytics Cormac 3rd Dec '17 559 2
Gross Misconduct Matthew 30th Dec '10 542 3
CSAT and CES Scores Ben 6th Dec '17 539 2
Site selection decision criteria Cary 5th Aug '18 538 2
Team Leader Work Ethics Gary 23rd Nov '04 509 16
Forecast Accuracy Steve 1st Apr '08 499 5
Help I don't speak Avaya! Marianne 15th May '09 496 5
Bored Staff Simon 6th Dec '17 484 2
Agent performance Jurgen 8th Dec '17 475 2
First client Carick 17th Jan '18 466 2
How to land communications Nikki 2nd Nov '17 461 3
Collections Controls Christine 23rd Feb '18 461 2
Office Environment & Design Questionnaire! Craig 28th Sep '04 452 11
Third Party information Edwina 12th Dec '17 449 2
GDPR - Consent for Call Recording John 27th Apr '18 433 4
interpreting words & body lanuage of the phone Stella 7th Dec '17 427 2
Erlang C Calculator Help Kevin 9th Dec '06 426 7
Call centre process taxonomy Ray 17th Nov '18 426 2
SLA to PCA in WFM? Ken 17th May '12 424 2
Accessibility, service level - measurement question Mario 8th Jul '08 415 3
Home Working Jschafer 8th Jan '18 407 2
INDIAN CALL CENTERS AND BPO UNITS BEWARE OF FRAUDS Deepak 29th Jan '03 405 6
Call Centre Lighting Lee 28th Jul '06 405 3
Avaya Agent on Hold and Outbound Calls Elwyn 11th Apr '08 404 3
Can a business record a call without telling you Ben 4th Jul '18 381 3
Quality Assurance Staff to Agent Ratio Therese 19th Jun '17 365 3
User Acceptance Testing Liam 20th Oct '05 356 5
Liven up the Atmosphere Pushkar 30th Mar '05 353 27
Call cnetre agent performance targets Gemma 14th Oct '03 351 10
Resource Department requirements - Ratio of Planners to Agents donna 16th Oct '18 346 4
NPS Software Sharee 23rd Mar '18 341 2
Ideas for Team Meetings Adele 17th Jul '17 340 3
Offered Calls Scott 27th Jul '06 335 9
Outbound DPA Sarah 13th Apr '18 329 2
Help me to learn about Davox Alvin 7th Jun '09 328 3
Multi-Tier Contact Centres Anon 3rd Jun '03 327 18
Suicidal Workflow Tyler 13th Feb '18 327 4
Soft dialler definition Dave 23rd May '08 324 3
Measuring Abandonment Rate % Mohamed 17th May '07 316 10
Avaya CMS Call Recording Query Jim 25th Sep '07 314 4
ASA assistance Steve 3rd May '18 311 2
Call Centre Association (UK) John 9th Jan '04 306 5
Call centre executive krishna 13th Feb '18 306 2
The Data Protection Conundrum and the Contact Centre Closed 20th Jul '06 303 4
Call Recording in France and Germany christine 3rd Aug '09 302 3
Symposium CallsGivenForceDisconnect and General SL/Abandoned Call Question Daniel 28th Sep '05 298 12
Cleaning Foam Ear Covers Marianne 7th Jan '03 272 8
Setting up a New Call Centre john 7th Feb '02 267 37
Dialer & Collection Metrics Tony 25th Apr '09 249 3
Outbound Security Emma 28th Nov '08 248 11
Quiet periods Antony 9th Aug '01 245 5
Predictive Dialer Ashish 29th Sep '09 245 5
Collections First Call Resolution Christine 23rd Feb '18 241 2
Flexible Working in the Call Centre Zoe 29th Jun '05 240 6
Using "Queue Buster" in the Call Centre Kevin 15th Mar '07 239 7
Call Center Staffing Case Abdul Rahman 3rd Feb '14 239 2
Recruiting Masters paul 19th Mar '18 237 3
Best locations for new call centre Nigel 4th Aug '17 231 4
Call Centers in China or Taiwan Shubby 23rd Feb '03 229 3
Legal issues for call center agents working from home vincent 6th Nov '03 228 4
Back Office Productivity Software Paul 20th Jul '05 228 3
PCI Compliance - Mobile Phones. Pen and Paper. stemiller78 14th Mar '18 225 2
Effects of reducing opening hours in an inbound sales call center Kristian 3rd Sep '10 223 4
Pre Recorded Dialler Messages Jon 13th Oct '05 221 10
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