Call Centre Answers
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Subject Author Views Posts
How to get first client? Michael 3488 -1
Agent to Team Leader ? Help ! Stalin 2940 4
Industry Standards For Calling Times Gary 2392 11
Agent Login productivity Rakesh 2390 9
FTE King 1910 22
Call Centre Reporting Metrics such as AHT Eric 1244 2
Calculating Resource Requirements Christopher 1163 9
Action Plans Pushkar 1163 2
FTE Requirement Pemba Lama 1121 12
Bidding for Shifts Rachana 1077 13
AHT Glide Path Jeff 1062 7
Service Level Vs Abandonment Rates Laura 924 2
Staffing to abandon rate v Staffing to service level David 557 7
Colors in a call center Marianne 556 11
Utilization calculation Marianne 466 13
Should agents/associates give their full name ??? Richard 454 7
How do you Calculate outbound Abandonment - Ofcom? Darren 434 6
Dropped/Silent Calls Paul 432 28
Easter Sunday - The Rules??? Simon 383 11
ISCC Call transfers-Genesys Hiranjith 374 7
IVR - TOP 3 Call Drivers Thomas 364 7
Calls Per Hour Andy 360 3
Avaya Agents Jumping out of after call Sean 325 5
Idle and Wrap up Times Phil 322 7
Call Center Seating Michael 318 12
Inbound abandon rate Thomas 286 19
Forecast Benchmarks Stuart 280 12
Diallers. Dave 276 20
Top 5 WFM Tools Ian 273 6
Need to make a MIS report for a call center within 24 hours Siddharth 260 3
Scheduled Breaks? Annon 237 5
Call Centre Headset Policies shalini 231 3
HC Calculation for a Data Process mo 226 13
Aspect eWFM technical manual H 225 4
Call recording & notifying customers Elaine 217 14
Industry standard wrap time against call time Mark 212 6
WFM Scheduling Issues (IEX TotalView) Sabu 211 5
Definition of Customer Facing Time (CFT) ? Bill 208 2
Grade of Service / Abandonment Rate B 204 8
Reducing noise in call centres Gabriella 202 8
Assessment Exercises for Recruitment Carolyn 193 4
Diff between VOIP & IPLC Mayur 189 7
Setting achieveable KPI's in the call centre D 183 6
Dials Vs DMC's Dave 175 3
Outbound capacity planning... Jaimie 172 4
Calculating staffing levels for outbound campaigns Christine 171 4
voice and non-voice in BPO Abhinav 170 4
TUI Assessment day!!!! Paul 167 4
Line Idle After Dial gary 166 3
Merging of 2 different call centre operations Sara 163 3
Updated: 12 Jul  15:22:01 More topics...