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 122231 28
Formula to calculate the call resolution JoR 18th Jun '09 14863 3
Call Flow Design Best Practice IVRDude 22nd Feb '12 8141 4
95% Answer rate predictor AndrewTh 17th Aug '10 5323 9
Month Long Game OpsSupv 8th Oct '09 3761 9
Call Centre Agent Feedback Form rikuslouw 28th Sep '09 3652 6
New Nesting Program Anon 10th Jan '13 2522 3
How to measure first time resolution JoR 18th Jun '09 2163 4
Improve stats mr 14th Dec '09 1729 5
Average Hold Time Reduction JoR 18th Jun '09 1458 5
Customer Satisfaction/Service Measurement mclarens 15th May '12 1110 4
Call Centre Expo 2010 nicholson 16th Jul '10 1034 16
First Call Resolution questions Jonty 18th Jun '09 1015 4
Abandon Rate Analysis and Action Plan Anon 21st Dec '12 887 4
Starting up a UK-based call centre leogovan 9th Jun '09 774 2
Managing FCR at an agent level JoR 18th Jun '09 750 6
Should Thames Water move their call centre to India Jonty 2nd Nov '09 706 5
Access Channel Costs Larraine 16th Mar '12 573 4
Knowledge Management Systems JoR 18th Jun '09 566 4
Sticking to the rules Supergirl 28th Jun '10 555 3
Unsuccesfull Sales HASTUR 16th Feb '12 554 4
Inbound Call Management Specification moonshine 10th Feb '12 522 3
call centre accreditations lucy 28th Jan '13 517 4
Anyone got a solution for this? jane 17th Dec '10 485 6
Trainer Qualifications jimjimma 2nd Nov '12 436 4
What Are Your Essential Performance Measures? LeilaH 30th Jan '12 412 2
Vacation and time off scheduling Angela 19th Jul '17 379 2
Specialist Retention Teams AN 7th Jul '10 348 2
Resistance to a Contact Centre Strategy nickmd 6th Jun '10 336 6
Use of English in Multinational call centers mowalsh 3rd Nov '12 302 3
Bank Call Center Service Quality Development Program AMG_Care 18th Oct '12 302 2
Moving from 0845 to 0800 JD 25th Apr '13 298 4
How much DATA is enough? ciaranball 16th Aug '13 263 2
New Contact centre vdavid70 11th Dec '12 261 3
Looking for Contact Center Mentor Anon 5th Nov '13 228 2
Women in Management Anon 26th Feb '13 226 4
Help with Non Sales Calls HASTUR 2nd Jul '10 192 3
Call centre with specialist software Justin 30th Sep '10 190 3
Up-selling/Cross-selling question Anon 7th Apr '16 189 3
Defensive Plan for CC Ops aidakarim 31st Oct '12 189 2
Reducing processes to increase internal work JoR 18th Jun '09 188 4
Unwanted Contacts Anon 30th Sep '14 178 6
Monetizing Calls leewohl 30th Dec '11 155 2
Sample Calls Anon 24th Jun '14 154 2
Is turning off email support in favour of chat premature? Anon 2nd Jul '15 152 4
Test call programme Jackm 11th Jan '10 151 3
Knowing the Nature of Abandoned Calls Anon 26th Jun '14 151 2
Forums and customer help files JoR 18th Jun '09 147 2
How can I get an immediate lift in FCR Dwight 26th Jun '17 121 2
Coaching to variances Anon 22nd Apr '16 120 4
Newbie question bennyx_o 30th Mar '11 115 2
Call answering query Anon 12th May '14 114 2
1st Line Contact - 30, 60 & 90 day plan Anon 10th Nov '15 87 2
clearing a queries backlog John 1st Oct '15 85 2
Outgoing call target Cale 16th Oct '09 80 3
TRaining advice Anon 14th Jul '15 77 2
Reporting for clients / remotely managing a call centre Anon 28th Feb '14 77 2
Executive Planning Template Anon 7th Mar '16 46 2
Mailroom contact Center; Metrics for Mailroom Bill Payment Letter Openers Scott 21st Jul '17 45 2
Emergency Call Centers and Customer Service beatrice51 29th Sep '13 44 2
Rebound or how to sell in Customer service Anon 5th Nov '14 42 2
Initiating that first outsourcing relationship Anon 16th Jul '14 41 5
Answer machine messaging preferences kowalski 2nd Feb '11 41 3
Versitile Leadership Ntsako 29th Jun '11 40 7
What percentage of customers would choose web over voice? refjohn 27th May '09 40 3
Multitasking Agents - Inbound and Outbound Sales Anon 24th Jul '13 35 4
State of the Art Call Center ? slax 1st Dec '11 33 2
Flexible Shift Patterns in a large Call Centre - How does it work? cmcfadze 13th May '09 31 3
Low Employee Attrition Jonty 5th May '09 25 7
Assigning Quality Assurance HASTUR 10th Jun '10 15 8
Service Levels CallCenterGirl 30th Dec '11 10 8
Corporate Sheen vs. Personal Touch ciaranball 12th Sep '12 6 5
Right Words & Phrases can be used on in a call. maheshpieris 22nd Sep '12 5 2