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 185061 32
Key metrics to include in the SOW when hiring a 3rd Party Call Centre sahara10 21st Mar '18 20518 3
Formula to calculate the call resolution JoR 18th Jun '09 17702 7
Call Flow Design Best Practice IVRDude 22nd Feb '12 10026 4
95% Answer rate predictor AndrewTh 17th Aug '10 6343 9
Month Long Game OpsSupv 8th Oct '09 4591 9
Call Centre Agent Feedback Form rikuslouw 28th Sep '09 4441 6
New Nesting Program Anon 10th Jan '13 3803 3
How to measure first time resolution JoR 18th Jun '09 2298 4
Improve stats mr 14th Dec '09 2115 5
Average Hold Time Reduction JoR 18th Jun '09 1693 6
Abandon Rate Analysis and Action Plan Anon 21st Dec '12 1241 4
First Call Resolution questions Jonty 18th Jun '09 1212 4
Call Centre Expo 2010 nicholson 16th Jul '10 1105 16
Starting up a UK-based call centre leogovan 9th Jun '09 1011 2
Managing FCR at an agent level JoR 18th Jun '09 938 6
Knowledge Management Systems JoR 18th Jun '09 876 4
Customer Service Models Natasha 10th May '19 859 2
Should Thames Water move their call centre to India Jonty 2nd Nov '09 785 5
call centre accreditations lucy 28th Jan '13 767 4
Access Channel Costs Larraine 16th Mar '12 713 4
1st Line Contact - 30, 60 & 90 day plan Anon 10th Nov '15 654 2
Inbound Call Management Specification moonshine 10th Feb '12 640 3
Unsuccesfull Sales HASTUR 16th Feb '12 636 4
Anyone got a solution for this? jane 17th Dec '10 552 6
Trainer Qualifications jimjimma 2nd Nov '12 515 4
Specialist Retention Teams AN 7th Jul '10 441 2
Resistance to a Contact Centre Strategy nickmd 6th Jun '10 413 6
Use of English in Multinational call centers mowalsh 3rd Nov '12 376 3
Moving from 0845 to 0800 JD 25th Apr '13 363 4
How many inbound contact centers operate in Britain? Dea 5th Jun '18 341 2
Examples of companies that predominently run in-house contact centre operations Stephen 4th Jul '18 332 3
New Contact centre vdavid70 11th Dec '12 331 3
How much DATA is enough? ciaranball 16th Aug '13 329 2
how to motivate agents Elmarie 26th Jan '18 327 2
Spanish queue bilingual vs non-bi Joni 14th Dec '18 315 2
Looking for Contact Center Mentor Anon 5th Nov '13 298 2
Women in Management Anon 26th Feb '13 293 4
Monthly calls v customer base Maria 18th Sep '18 284 4
Assigning Quality Assurance Work Robert 1st Jul '18 275 2
Collections Best Time to Call Christine 23rd Feb '18 270 2
Up-selling/Cross-selling question Anon 7th Apr '16 266 3
Help with Non Sales Calls HASTUR 2nd Jul '10 264 3
Unwanted Contacts Anon 30th Sep '14 264 6
Tagging Friends In You Facebook Posts Alastair 11th Jan '19 263 2
Outbound Call Anil 9th May '19 258 3
Defensive Plan for CC Ops aidakarim 31st Oct '12 257 2
Call centre with specialist software Justin 30th Sep '10 256 3
Reducing processes to increase internal work JoR 18th Jun '09 253 4
Understanding Your Calls Tash 30th Oct '18 244 2
Sample Calls Anon 24th Jun '14 243 2
Coaching to variances Anon 22nd Apr '16 233 4
Wasted talent Graham 19th Mar '18 230 2
Monetizing Calls leewohl 30th Dec '11 223 2
Is turning off email support in favour of chat premature? Anon 2nd Jul '15 220 4
Knowing the Nature of Abandoned Calls Anon 26th Jun '14 219 2
Test call programme Jackm 11th Jan '10 216 3
How can I get an immediate lift in FCR Dwight 26th Jun '17 197 2
Flexible Shift Patterns in a large Call Centre - How does it work? cmcfadze 13th May '09 193 3
Newbie question bennyx_o 30th Mar '11 182 2
Call answering query Anon 12th May '14 181 2
clearing a queries backlog John 1st Oct '15 177 2
Outgoing call target Cale 16th Oct '09 150 3
How to have agents handle angry customers? Corie 11th Apr '19 126 2
Initiating that first outsourcing relationship Anon 16th Jul '14 112 5
Multitasking Agents - Inbound and Outbound Sales Anon 24th Jul '13 112 4
Versitile Leadership Ntsako 29th Jun '11 111 7
What percentage of customers would choose web over voice? refjohn 27th May '09 107 3
Low Employee Attrition Jonty 5th May '09 106 7
Answer machine messaging preferences kowalski 2nd Feb '11 105 3
Top 100 Largest Contact Centers in US Bob 2nd Apr '19 88 2
Where might I find large Contact Centre RFPs? JacobBE 11th Feb '19 85 2
Graceful degradation in High inbound flow for e-commerce App based customers Paresh 28th Feb '19 77 2