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 8908 26
What do you call your "Quality Assurance" team? Mike 11th Sep '17 5108 4
Adherence Calculation for Agent Breaks Eamon 20th May '05 4691 25
Zero Tolerance Policy - ZTP mike 8th Nov '19 4263 2
CONTACTS / TENDERS / WORK Kash 3rd Nov '20 4101 2
User Acceptance Testing Liam 20th Oct '05 3873 5
Increasing AHT J 18th Nov '20 3825 2
Untapped Resources Michael 29th Oct '20 3439 2
Can a business record a call without telling you Ben 4th Jul '18 3378 3
The definition of Advisor and Agent Abolfazl 15th Feb '21 3302 3
Mask Use In Contact Centres tom 19th May '20 3227 7
Upgrade to ISO 9001:2015 from ISO 9001:2008 Alexis 4th Mar '16 3105 4
Outbound RPC (Right Party Contact) Dan 27th Jan '11 3071 8
Employee Ranking Joe 9th Mar '21 2744 2
Silent Calls and the Growth in TPS Registrations Stuart 28th Nov '03 2524 5
Average Speed of Answer - Best Practice Phil 15th Jul '05 2488 15
Cli being blocked by EE Rehanna 27th Nov '19 2469 2
Service Level and 80/20 nick 2nd Jan '07 2420 24
Cost Per Call Calculations Lawrence 14th Jun '01 2394 6
Monthly Head Count Model Ralph 15th Oct '19 2365 2
List of the best call centres and why Closed 6th Nov '03 2315 7
What hapend with online staffing algorithm - adjustmets , schedule tool? Branko 14th Sep '20 2208 5
Erlang Calculator Updates? Tom 26th Feb '21 2206 2
Workforce Management Mitesh 9th Mar '21 2196 2
Customer feedback process François 21st Feb '21 2155 3
Occupancy and AHT issack 7th Feb '21 2110 2
Industry Standard for Transfer Rates? Stacey 7th Jan '21 2094 2
Offline Activities and Shrinkage calculation Mark 14th Jun '18 2087 10
Looking for the right project and resource management program Koresch 9th Mar '21 1937 2
Call center agent work Imelda 6th Oct '20 1929 2
Ideas on How to Deal w/ The Elderly & Tech Problems John 14th Mar '21 1879 2
Manager to Specialist Ratio MaryAnn 3rd Jun '20 1823 5
Calculating adherence abby 18th Mar '21 1806 2
Call Types - Root Cause Analysis Ross 7th Apr '08 1796 16
Telecommuting Closed 25th Aug '05 1691 9
Feedback on a conversation Darcy Lindner 12th Feb '21 1628 2
Workforce Management interview zhijie 30th Mar '21 1628 2
better interpretation for a daily report Rim_K 25th Jan '21 1616 3
New contact centre requires software Phil 29th Sep '20 1612 2
Forecasting and Modelling multi-channel workloads Phil 2nd Feb '21 1603 2
Adherence to Schedule Mohamed 17th May '07 1586 9
Quality Assurance Staff to Agent Ratio Therese 19th Jun '17 1543 2
Best location(s) for UK call centre Amanda 6th Jul '17 1446 5
Better CRM + AGENDA FOR MEDICAL ALAIN 23rd Aug '19 1425 2
Digital Agent Steph 25th Sep '19 1325 2
sales scripts shane 11th May '01 1318 33
How to start Contact Center Alma 17th Sep '20 1311 2
Call Center Newsletter Ian 22nd May '03 1243 5
How do I go about requesting a copy of a call we made to a company? Susan 25th Sep '20 1225 2
Email - FTE santosh 21st Apr '08 1191 14
Gross Misconduct Matthew 30th Dec '10 1136 3
How do I manually adjust my Adherence data Phil 26th Sep '19 1110 2
Forecast Accuracy Steve 1st Apr '08 1081 5
DVLA Taped Telephone Conversations Charles 7th Jul '19 1077 2
Can someone help me with advice in international call centres distantly? Susan 2nd Oct '20 1069 2
What is the difference between a 'Contact Centre' and 'Call Centre'? Ade 23rd Oct '10 1039 5
Feedback channel of choice Frank 10th Sep '20 1029 3
Coughing when on call with customer by call centre agent Abimbola 13th Dec '19 997 3
What is the difference between absenteeism and shrinkage? Nishank 27th Aug '19 976 2
Call cnetre agent performance targets Gemma 14th Oct '03 946 9
Change my receiving email address Alma 20th Jun '19 924 2
Call Centre Lighting Lee 28th Jul '06 865 3
How do you measure Repeat Call Rate? Julian 25th Feb '20 850 2
Offered Calls Scott 27th Jul '06 773 11
Soft dialler definition Dave 23rd May '08 758 3
GDPR - Consent for Call Recording John 27th Apr '18 754 4
Please Do Not Be Rude To us .... Kunal 27th Aug '04 753 5
Call Monitoring Frequency Michael 25th Aug '20 741 3
Cleaning Foam Ear Covers Marianne 7th Jan '03 710 8
Team Leader Work Ethics Gary 23rd Nov '04 704 16
Call Centre Association (UK) John 9th Jan '04 697 5
Shrinkage target in 5days working enviroment Manoj 12th Aug '20 679 2
need erlang c calculator with 16hour option on it Nick 7th Feb '19 670 2
Measuring Productivity across multi channels Lianne 26th Aug '20 661 2
Setting up a Call Center Sherlamar 2nd Nov '07 627 8
call center report Amir 12th Aug '19 625 2
Split/Skill Summary Interval Kim 2nd Apr '19 616 2
GDPR and random outbound calling Alexandros 17th May '18 615 5
Office Environment & Design Questionnaire! Craig 28th Sep '04 614 11
Multi-Tier Contact Centres Anon 3rd Jun '03 606 18
Smart Dress Code Lee 4th Jan '07 597 12
call centers in ireland John 3rd Feb '03 595 6
Hold music - religiously discriminating? Rob 13th Jun '19 591 2
Resource Department requirements - Ratio of Planners to Agents donna 16th Oct '18 590 4
Liven up the Atmosphere Pushkar 30th Mar '05 581 27
Have you ever worked in a call center Bob 22nd Mar '03 570 20
How to land communications Nikki 2nd Nov '17 567 3
Erlang C Calculator Help Kevin 9th Dec '06 549 7
Open or close? Stephen 23rd Mar '20 546 2
Business setup Vishal 7th May '20 544 2
Issues with Recruiting Call Centre Experience Courtney 14th May '19 526 3
My recording Mohit 28th Mar '20 510 0
Scripts for Telecoms Project Paul 23rd Apr '19 508 2
Outbound Security Emma 28th Nov '08 461 11
Cost per hour Tushar 7th May '03 455 13
Measuring Abandonment Rate % Mohamed 17th May '07 451 10
When you disagree with metrics Mark 17th Jun '20 450 2
Setting up a New Call Centre john 7th Feb '02 443 35
Request for Proposal Darren 9th Dec '19 441 3
Experimental Online Forecast Calculator (Version 1.6) Jackson 1st May '19 434 2
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