Strategy

Answers about designing the right strategy for the call centre
Subject Author Created Views Posts
How to Calculate the Number of Agents Required Srikanth 10th Oct '11 231698 30
Key metrics to include in the SOW sahara10 21st Mar '18 29970 3
Formula to calculate the call resolution JoR 18th Jun '09 27680 7
Call Flow Design Best Practice IVRDude 22nd Feb '12 10686 4
95% Answer rate predictor AndrewTh 17th Aug '10 6959 9
Call Centre Agent Feedback Form rikuslouw 28th Sep '09 5036 6
Month Long Game OpsSupv 8th Oct '09 4912 9
New Nesting Program Anon 10th Jan '13 4547 3
What service level are companies moving more towards- % of calls answered in x seconds Brian 8th Aug '19 3273 7
How to measure first time resolution JoR 18th Jun '09 2378 4
Improve stats mr 14th Dec '09 2205 5
Average Hold Time Reduction JoR 18th Jun '09 1800 6
Automated Payment Customer Uptake David 7th Oct '20 1745 2
Abandon Rate Analysis and Action Plan Anon 21st Dec '12 1504 4
First Call Resolution questions Jonty 18th Jun '09 1451 4
Operator Intercepts Gary 15th Sep '20 1180 2
Starting up a UK-based call centre leogovan 9th Jun '09 1179 2
Managing FCR at an agent level JoR 18th Jun '09 1052 6
1st Line Contact - 30, 60 & 90 day plan Anon 10th Nov '15 994 2
Customer Service Models Natasha 10th May '19 953 2
Knowledge Management Systems JoR 18th Jun '09 946 4
call centre accreditations lucy 28th Jan '13 929 4
Best script for a fee waiver (denied) Lauren 14th Mar '20 890 2
Should Thames Water move their call centre to India Jonty 2nd Nov '09 854 5
Access Channel Costs Larraine 16th Mar '12 794 4
Why are the individual parts of an opening spiel important? Jennelyn 9th Sep '20 750 2
Inbound Call Management Specification moonshine 10th Feb '12 713 3
Unsuccesfull Sales HASTUR 16th Feb '12 702 4
Collections Best Time to Call Christine 23rd Feb '18 612 3
Trainer Qualifications jimjimma 2nd Nov '12 597 4
Specialist Retention Teams AN 7th Jul '10 540 2
Resistance to a Contact Centre Strategy nickmd 6th Jun '10 479 6
Use of English in Multinational call centers mowalsh 3rd Nov '12 451 3
Flexible Shift Patterns in a large Call Centre - How does it work? cmcfadze 13th May '09 435 3
How many inbound contact centers operate in Britain? Dea 5th Jun '18 426 2
Strategy to Run A New Contact Centre vdavid70 11th Dec '12 420 3
Moving from 0845 to 0800 JD 25th Apr '13 420 4
Spanish queue bilingual vs non-bi Joni 14th Dec '18 417 2
Examples in-house contact centre operations Stephen 4th Jul '18 415 3
how to motivate agents Elmarie 26th Jan '18 413 2
How much DATA is enough? ciaranball 16th Aug '13 401 2
Looking for Contact Center Mentor Anon 5th Nov '13 370 2
Women in Management Anon 26th Feb '13 366 4
Sample Calls Anon 24th Jun '14 354 2
Assigning Quality Assurance Work Robert 1st Jul '18 351 2
Monthly calls v customer base Maria 18th Sep '18 350 4
Outbound Call Project Anil 9th May '19 345 3
Unwanted Contacts Anon 30th Sep '14 335 6
Tagging Friends In You Facebook Posts Alastair 11th Jan '19 333 2
Defensive Plan for CC Ops aidakarim 31st Oct '12 332 2
Up-selling/Cross-selling question Anon 7th Apr '16 328 3
Help with Non Sales Calls HASTUR 2nd Jul '10 326 3
Reducing processes to increase internal work JoR 18th Jun '09 322 4
Understanding Your Calls Tash 30th Oct '18 316 2
Coaching to variances Anon 22nd Apr '16 314 4
Monetizing Calls leewohl 30th Dec '11 291 2
Wasted talent Graham 19th Mar '18 291 2
Is turning off email support in favour of chat premature? Anon 2nd Jul '15 282 4
Test call programme Jackm 11th Jan '10 281 3
Knowing the Nature of Abandoned Calls Anon 26th Jun '14 280 2
How can I get an immediate lift in FCR Dwight 26th Jun '17 273 2
Top 100 Largest Contact Centers in US Bob 2nd Apr '19 273 2
clearing a queries backlog John 1st Oct '15 272 2
Newbie question bennyx_o 30th Mar '11 253 2
Call answering query Anon 12th May '14 245 2
Outgoing call target Cale 16th Oct '09 233 3
High inbound flow for e-commerce App based customers Paresh 28th Feb '19 196 2
How to have agents handle angry customers? Corie 11th Apr '19 196 2
Multitasking Agents - Inbound and Outbound Sales Anon 24th Jul '13 191 4
How often does contacting a customer become before it\'s harassment Bob 27th Jan '20 191 3
Versitile Leadership Ntsako 29th Jun '11 188 7
Low Employee Attrition Jonty 5th May '09 172 7
What are the standard ratio of agents to Team Leaders within a contact centre environment? Oliver 17th Feb '20 171 3
What percentage of customers would choose web over voice? refjohn 27th May '09 169 3
Standard call center model Fatemeh 17th May '20 157 2
Where might I find large Contact Centre RFPs? JacobBE 11th Feb '19 155 2
Low Cost Contact Centre locations Oliver 19th Feb '20 86 2