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 144699 28
Formula to calculate the call resolution JoR 18th Jun '09 16210 3
Call Flow Design Best Practice IVRDude 22nd Feb '12 9166 4
95% Answer rate predictor AndrewTh 17th Aug '10 5665 9
Month Long Game OpsSupv 8th Oct '09 4072 9
Call Centre Agent Feedback Form rikuslouw 28th Sep '09 3875 6
Key metrics to include in the SOW when hiring a 3rd Party Call Centre sahara10 21st Mar '18 3289 3
New Nesting Program Anon 10th Jan '13 3056 3
How to measure first time resolution JoR 18th Jun '09 2235 4
Improve stats mr 14th Dec '09 1799 5
Average Hold Time Reduction JoR 18th Jun '09 1528 5
Customer Satisfaction/Service Measurement mclarens 15th May '12 1148 4
First Call Resolution questions Jonty 18th Jun '09 1075 4
Call Centre Expo 2010 nicholson 16th Jul '10 1071 16
Abandon Rate Analysis and Action Plan Anon 21st Dec '12 1007 4
Starting up a UK-based call centre leogovan 9th Jun '09 865 2
Managing FCR at an agent level JoR 18th Jun '09 809 6
Should Thames Water move their call centre to India Jonty 2nd Nov '09 746 5
Access Channel Costs Larraine 16th Mar '12 633 4
Knowledge Management Systems JoR 18th Jun '09 615 4
call centre accreditations lucy 28th Jan '13 614 4
Inbound Call Management Specification moonshine 10th Feb '12 592 3
Sticking to the rules Supergirl 28th Jun '10 589 3
Unsuccesfull Sales HASTUR 16th Feb '12 586 4
Anyone got a solution for this? jane 17th Dec '10 518 6
Looking for Call Centre projects / tenders, where is the best place to find them? Kris 16th Dec '17 493 2
Telesales Dyaa 6th Nov '17 471 2
Trainer Qualifications jimjimma 2nd Nov '12 470 4
What Are Your Essential Performance Measures? LeilaH 30th Jan '12 444 2
What KPI's do you use for Customer Care across Social Media? Richard 12th Nov '17 424 2
Vacation and time off scheduling Angela 19th Jul '17 419 2
Specialist Retention Teams AN 7th Jul '10 392 2
Resistance to a Contact Centre Strategy nickmd 6th Jun '10 371 6
Adding a dollar figure to QA Analysts performance Jared 23rd Mar '18 351 2
Bank Call Center Service Quality Development Program AMG_Care 18th Oct '12 337 2
Use of English in Multinational call centers mowalsh 3rd Nov '12 336 3
Moving from 0845 to 0800 JD 25th Apr '13 330 4
KPI template required for inbound zubaer 26th Mar '18 304 2
How much DATA is enough? ciaranball 16th Aug '13 295 2
New Contact centre vdavid70 11th Dec '12 295 3
Looking for Contact Center Mentor Anon 5th Nov '13 263 2
Women in Management Anon 26th Feb '13 259 4
how to motivate agents Elmarie 26th Jan '18 252 2
Help with Non Sales Calls HASTUR 2nd Jul '10 229 3
Up-selling/Cross-selling question Anon 7th Apr '16 225 3
Call centre with specialist software Justin 30th Sep '10 224 3
Defensive Plan for CC Ops aidakarim 31st Oct '12 221 2
Reducing processes to increase internal work JoR 18th Jun '09 220 4
Unwanted Contacts Anon 30th Sep '14 217 6
Collections Best Time to Call Christine 23rd Feb '18 192 2
Sample Calls Anon 24th Jun '14 190 2
Test call programme Jackm 11th Jan '10 187 3
Monetizing Calls leewohl 30th Dec '11 187 2
Is turning off email support in favour of chat premature? Anon 2nd Jul '15 184 4
Knowing the Nature of Abandoned Calls Anon 26th Jun '14 182 2
1st Line Contact - 30, 60 & 90 day plan Anon 10th Nov '15 171 2
Coaching to variances Anon 22nd Apr '16 165 4
How can I get an immediate lift in FCR Dwight 26th Jun '17 160 2
Wasted talent Graham 19th Mar '18 158 2
Newbie question bennyx_o 30th Mar '11 150 2
Forums and customer help files JoR 18th Jun '09 147 2
Call answering query Anon 12th May '14 145 2
clearing a queries backlog John 1st Oct '15 122 2
Reporting for clients / remotely managing a call centre Anon 28th Feb '14 113 2
TRaining advice Anon 14th Jul '15 112 2
Outgoing call target Cale 16th Oct '09 112 3
Mailroom contact Center; Metrics for Mailroom Bill Payment Letter Openers Scott 21st Jul '17 93 2
Rebound or how to sell in Customer service Anon 5th Nov '14 87 2
Executive Planning Template Anon 7th Mar '16 87 2
Flexible Shift Patterns in a large Call Centre - How does it work? cmcfadze 13th May '09 81 3
Emergency Call Centers and Customer Service beatrice51 29th Sep '13 77 2
State of the Art Call Center ? slax 1st Dec '11 77 2
Initiating that first outsourcing relationship Anon 16th Jul '14 74 5
Versitile Leadership Ntsako 29th Jun '11 74 7
What percentage of customers would choose web over voice? refjohn 27th May '09 73 3
Answer machine messaging preferences kowalski 2nd Feb '11 72 3
Multitasking Agents - Inbound and Outbound Sales Anon 24th Jul '13 68 4
Low Employee Attrition Jonty 5th May '09 62 7
Assigning Quality Assurance HASTUR 10th Jun '10 47 8
Service Levels CallCenterGirl 30th Dec '11 42 8
NPS Benchmarking Jon 17th May '18 41 2
Right Words & Phrases can be used on in a call. maheshpieris 22nd Sep '12 41 2
Corporate Sheen vs. Personal Touch ciaranball 12th Sep '12 39 5