Staffing Ratio
what is the ideal Agent to Team Leader ratio for a call centre or what is the recommended Agent to Team Leader ratio?

Answer Question   |  August 10, 2011  8:52 PM
Call Center, Call center agents, IT career advice, IT career planning, Staffing

What is Answer Rate and AHT for Data call centers?
What is industry benchmark for Average Handling Time and Answer Rate on Data services call centres (like Mweb and MTN Business Solutions)?

Answer Question   |  November 16, 2010  2:55 PM
Call Center, Call center agents, Call Center management, Call center services

What are acceptable performance standards for a call center that responds to telephone calls, email, and voice mail?
I need to know what standards I should set for a small in-bound department, where the length of call is not perceived as that much of an issue, and we also have these other tasks (email and VM). Should calls be restricted to some specific length?

Answer Question   |  October 30, 2009  7:25 PM
Call center agents, Call Center metrics, Call Centers

Number of seats for call center
My call cnter is small,4-seates, what is a reasonable to handle a mobile customer base of 400,000 customers.

Answer Question   |  July 29, 2009  2:00 PM
Call Center, Call center agents, Call Center management

Training Plan for Call Centers
Can someone give me the standards for training new CSRs, ongoing training, re-training for CSRs with complaints? I am looking for time spent training, monitoring, how often for refresher courses, process for retraining those who receive complaints from customers?

Answer Question   |  July 28, 2009  9:22 PM
Call center agents, Call Center management, Call Center Representative, call center training, Call Centers, CRM

benefits
what are the benefits of call center agents and who will benefit from them?

Answer Question   |  September 29, 2008  12:57 AM
Call center agents, Call Center metrics, Call Center ROI/TCO, Call Centers

How do you strike a balance between frustrated users and frustrated call center agents?
Our company are currently busy with various Customer Centricity Projects. From a People Adaptation point of view – whilst these projects are yet to roll-out – how does one strike a balance between frustrated customers versus frustrated call center agents?

Answer Question   |  May 21, 2010  7:29 PM
Call center agents, Call Center management, Call Centers, CRM, CRM analytics

What is a realistic number of calls that a single phone agent?
What is a realistic number of calls that a phone agent handling calls for a busy multi-specialty physician’s practice can handle? Thanks very much.

Answer Question   |  August 18, 2009  7:10 PM
Call center agents, CRM, CRM best practices