Call Center Management

Call Center Rep to Call Ratio

I am currently looking at an addition to staff in my call center for a local credit union and need some industry standards for staffing, metrics, etc. Currently we track agent Availabilty, Handle Ratio, AVG Talk Time (including hold time) and Department Abandon Rate. For my 7 person (not...

call center looking for campaigns

WE have a call center based in mauritius and we cant find campaigns to work with .. how do i go about this and make my call center successful????? Software/Hardware used: asterisk

i need to expand into the 900 number service

i am looking into expanding my call center to offer a pay per minute call service, not sex related, i need to know what equipment i would need to accomidate approximatly 500 calls per day at 10 stations using a voip system from aptela. do i need to make individual contracts with each phone company...

Call Center standards

I'd like to ask what is the standard Team Leader to call center Customer Service Representative (CSR) ratio.  Also, what is the standard number of call evaluation/monitoring per CSR per month?

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.

How do I cost my call canter charges

I want to provide call center service to a mobile service provider and want to arrive at the amount to charge for this service.

What are acceptable performance standards for a call center

I would like to set some performance standards for my small 8-seat call center to improve the customer satisfaction index as well as productivity and effeciency

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?

Any suggestions on how to lower ACW?

Does anyone have any suggestions on how to lower ACW? In my industry, it is expected to enter all notations while the customer is on the phone and ACW should only be used in rare instances.

Methodologies for Call Center Management

Are there any standad methodology for management of call center? Are there any industry specific? Like banks, telecommunication or insurance?

How best to handle inbound calls (small company)

Hi all, I have to review our telephone system with the aim of making sure our customers that call us get answered promptly. I'm looking for opinions/best practice on the best way technically to handle inbound calls? Do you have answer service part automated? At the moment, we have 3 sales agents...

What number of calls should be monitored in emergency call centers?

Just wanted to know, what is the standard number of calls to be monitored and evaluated in emergency call centres? I mean, say, you are taking 1.6 million calls per month. Thank you.

What is the acceptable percentage of Hold Time?

What is the acceptable percentage of Hold Time in the equation of AHT = ATT + ACW + Hold Time. By hold time, I mean when the customer is put on hold during a call. So, if the expected AHT = 4 Mins -- is there an industry standard for what percentage the hold time can be? (eg 20% of AHT). I am...

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?

Looking for suggestions for reliable outsource partners for inbound calls

I am in the completing an RFP. I need to submit this to various outsourcers. We are primarily an inbound call center with very simple needs. I am having a hard time finding a list of outsource companies in the USA to submit the finished RFP. Do you know where I can get a list of the "best"...

Need your advice on Contact Center startup business

I'm in the middle of an offshore contact center start-up and need some advice on what it would take to gather new business to ultimately succeed in the business primarily having clients in N. America. We are considering BPO services on top of contact center services. Let me give you a little...

Metrics

When building a call center from scratch; what's are the factors determining the metrics needed to achieve the revenue goals needed?