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 161813 28
Formula to calculate the call resolution JoR 18th Jun '09 16988 7
Key metrics to include in the SOW when hiring a 3rd Party Call Centre sahara10 21st Mar '18 10004 3
Call Flow Design Best Practice IVRDude 22nd Feb '12 9569 4
95% Answer rate predictor AndrewTh 17th Aug '10 5899 9
Month Long Game OpsSupv 8th Oct '09 4280 9
Call Centre Agent Feedback Form rikuslouw 28th Sep '09 4052 6
New Nesting Program Anon 10th Jan '13 3386 3
How to measure first time resolution JoR 18th Jun '09 2273 4
Improve stats mr 14th Dec '09 1856 5
Average Hold Time Reduction JoR 18th Jun '09 1568 5
Customer Satisfaction/Service Measurement mclarens 15th May '12 1171 4
First Call Resolution questions Jonty 18th Jun '09 1121 4
Call Centre Expo 2010 nicholson 16th Jul '10 1089 16
Abandon Rate Analysis and Action Plan Anon 21st Dec '12 1085 4
Starting up a UK-based call centre leogovan 9th Jun '09 932 2
Managing FCR at an agent level JoR 18th Jun '09 854 6
Should Thames Water move their call centre to India Jonty 2nd Nov '09 769 5
Knowledge Management Systems JoR 18th Jun '09 754 4
call centre accreditations lucy 28th Jan '13 684 4
Access Channel Costs Larraine 16th Mar '12 662 4
Inbound Call Management Specification moonshine 10th Feb '12 616 3
Unsuccesfull Sales HASTUR 16th Feb '12 611 4
Sticking to the rules Supergirl 28th Jun '10 608 3
Anyone got a solution for this? jane 17th Dec '10 537 6
Telesales Dyaa 6th Nov '17 522 2
What KPI's do you use for Customer Care across Social Media? Richard 12th Nov '17 503 2
Trainer Qualifications jimjimma 2nd Nov '12 490 4
What Are Your Essential Performance Measures? LeilaH 30th Jan '12 465 2
Vacation and time off scheduling Angela 19th Jul '17 453 2
Specialist Retention Teams AN 7th Jul '10 414 2
Adding a dollar figure to QA Analysts performance Jared 23rd Mar '18 414 2
KPI template required for inbound zubaer 26th Mar '18 405 2
Resistance to a Contact Centre Strategy nickmd 6th Jun '10 391 6
1st Line Contact - 30, 60 & 90 day plan Anon 10th Nov '15 368 2
Use of English in Multinational call centers mowalsh 3rd Nov '12 360 3
Bank Call Center Service Quality Development Program AMG_Care 18th Oct '12 359 2
Moving from 0845 to 0800 JD 25th Apr '13 349 4
New Contact centre vdavid70 11th Dec '12 316 3
How much DATA is enough? ciaranball 16th Aug '13 315 2
how to motivate agents Elmarie 26th Jan '18 306 2
Looking for Contact Center Mentor Anon 5th Nov '13 281 2
Women in Management Anon 26th Feb '13 278 4
Up-selling/Cross-selling question Anon 7th Apr '16 251 3
Help with Non Sales Calls HASTUR 2nd Jul '10 248 3
Unwanted Contacts Anon 30th Sep '14 245 6
Collections Best Time to Call Christine 23rd Feb '18 245 2
Call centre with specialist software Justin 30th Sep '10 243 3
Defensive Plan for CC Ops aidakarim 31st Oct '12 240 2
Reducing processes to increase internal work JoR 18th Jun '09 239 4
How many inbound contact centers operate in Britain? Dea 5th Jun '18 217 2
Examples of companies that predominently run in-house contact centre operations Stephen 4th Jul '18 214 3
Sample Calls Anon 24th Jun '14 212 2
Wasted talent Graham 19th Mar '18 210 2
Monetizing Calls leewohl 30th Dec '11 209 2
Test call programme Jackm 11th Jan '10 205 3
Knowing the Nature of Abandoned Calls Anon 26th Jun '14 205 2
Is turning off email support in favour of chat premature? Anon 2nd Jul '15 203 4
Coaching to variances Anon 22nd Apr '16 200 4
How can I get an immediate lift in FCR Dwight 26th Jun '17 178 2
Newbie question bennyx_o 30th Mar '11 170 2
Monthly calls v customer base Maria 18th Sep '18 168 4
Call answering query Anon 12th May '14 165 2
Assigning Quality Assurance Work Robert 1st Jul '18 161 2
clearing a queries backlog John 1st Oct '15 157 2
Forums and customer help files JoR 18th Jun '09 147 2
RESEARCH AND DEVELOPMENT BLESSING 27th Jun '18 142 0
Reporting for clients / remotely managing a call centre Anon 28th Feb '14 134 2
Mailroom contact Center; Metrics for Mailroom Bill Payment Letter Openers Scott 21st Jul '17 133 2
Outgoing call target Cale 16th Oct '09 132 3
TRaining advice Anon 14th Jul '15 131 2
Flexible Shift Patterns in a large Call Centre - How does it work? cmcfadze 13th May '09 121 3
Executive Planning Template Anon 7th Mar '16 116 2
State of the Art Call Center ? slax 1st Dec '11 112 2
Rebound or how to sell in Customer service Anon 5th Nov '14 107 2
NPS Benchmarking Jon 17th May '18 106 2
Initiating that first outsourcing relationship Anon 16th Jul '14 100 5
Emergency Call Centers and Customer Service beatrice51 29th Sep '13 100 2
Versitile Leadership Ntsako 29th Jun '11 97 7
Multitasking Agents - Inbound and Outbound Sales Anon 24th Jul '13 95 4
What percentage of customers would choose web over voice? refjohn 27th May '09 92 3
Answer machine messaging preferences kowalski 2nd Feb '11 91 3
Low Employee Attrition Jonty 5th May '09 90 7
Assigning Quality Assurance HASTUR 10th Jun '10 68 8
Service Levels CallCenterGirl 30th Dec '11 61 8
Right Words & Phrases can be used on in a call. maheshpieris 22nd Sep '12 58 2
Corporate Sheen vs. Personal Touch ciaranball 12th Sep '12 57 5