Dear TT We are Americans in the Philippines starting a new small home office call center! We are starting with O DESK! Then we want to become a regular small call center with 5 agents and grow from there to 25 agents next year! The technology confuses us! What do we need! With O Desk client [...]
Are then any statistics to prove it is better for associates to have their own seats vs. sharing desk space? Articles on behavior?
Helping a friend with a call center for an NGO in spare time. There would be 100 workstations & 100 VOIP phones. What switches and routers do I need to put this call centre together and run the phones with power over Ethernet? Any information about CRM/ACD etc would be appreciated. Thank you in advance!
What is industry benchmark for Average Handling Time and Answer Rate on Data services call centres (like Mweb and MTN Business Solutions)?
The company I work for has offices in a mid western state and on the west coast. Right now our phone system will forward calls ot only one number. Currently we have it going to our external switchboard but when that closes at 5:30PM EST the phones switch back to the main home office number. Anyone trying to [...]
What are the standards and where can I find them online of other call centers
I would like to know the number of businesses in the US whose contact centers / call centers (customer service or sales or technical support, etc.) process 1 million calls or more per month. Is this figure available anywhere?
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 including myself as I do not normally take [...]
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?????
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 [...]
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?
My call cnter is small,4-seates, what is a reasonable to handle a mobile customer base of 400,000 customers.
I want to provide call center service to a mobile service provider and want to arrive at the amount to charge for this service.
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
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?
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.
Are there any standad methodology for management of call center? Are there any industry specific? Like banks, telecommunication or insurance?
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 handling calls, plus [...]
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 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 [...]





