Call Centre Answers
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Subject Author Views Posts
How to get first client? Michael 3889 -2
Agent to Team Leader ? Help ! Stalin 3404 -1
Industry Standards For Calling Times Gary 2747 11
Agent Login productivity Rakesh 2727 9
FTE King 2070 22
Action Plans Pushkar 1447 2
Call Centre Reporting Metrics such as AHT Eric 1367 2
Calculating Resource Requirements Christopher 1252 9
FTE Requirement Pemba Lama 1222 12
Bidding for Shifts Rachana 1210 13
AHT Glide Path Jeff 1209 7
Service Level Vs Abandonment Rates Laura 1027 2
Staffing to abandon rate v Staffing to service level David 652 7
Colors in a call center Marianne 603 11
Utilization calculation Marianne 556 13
Should agents/associates give their full name ??? Richard 532 7
Easter Sunday - The Rules??? Simon 510 11
Dropped/Silent Calls Paul 489 28
How do you Calculate outbound Abandonment - Ofcom? Darren 479 6
Calls Per Hour Andy 435 3
IVR - TOP 3 Call Drivers Thomas 419 7
ISCC Call transfers-Genesys Hiranjith 417 7
Call Center Seating Michael 368 12
Idle and Wrap up Times Phil 358 7
Avaya Agents Jumping out of after call Sean 357 5
Inbound abandon rate Thomas 315 19
Forecast Benchmarks Stuart 302 12
Need to make a MIS report for a call center within 24 hours Siddharth 295 3
Diallers. Dave 295 20
Top 5 WFM Tools Ian 293 6
Scheduled Breaks? Annon 271 5
Call Centre Headset Policies shalini 268 3
HC Calculation for a Data Process mo 258 13
WFM Scheduling Issues (IEX TotalView) Sabu 255 5
Aspect eWFM technical manual H 251 4
Setting achieveable KPI's in the call centre D 244 6
Industry standard wrap time against call time Mark 242 6
Call recording & notifying customers Elaine 240 14
Definition of Customer Facing Time (CFT) ? Bill 232 2
Grade of Service / Abandonment Rate B 222 8
Diff between VOIP & IPLC Mayur 217 7
Reducing noise in call centres Gabriella 215 8
Assessment Exercises for Recruitment Carolyn 200 4
Dials Vs DMC's Dave 198 3
TUI Assessment day!!!! Paul 194 4
Outbound capacity planning... Jaimie 193 4
Calculating staffing levels for outbound campaigns Christine 190 4
voice and non-voice in BPO Abhinav 184 4
Merging of 2 different call centre operations Sara 181 3
Line Idle After Dial gary 174 3
Updated: 12 Jul  15:22:01 More topics...