• Visual IVR platform

    Is there any Visual IVR platform to improve customer experience?

    Manaligupta15 pointsBadges:
  • Need to calculate the number of agents required to handle the calls.SGAREQ Column in Aspect tool

    How to calculate the The number of staff required to handle the actual volume of calls[SGAREQ Column] in the Aspect IntraDay Performance detail tool.Kind Regards,

    CRavindranath5 pointsBadges:
  • Starting a small at home call center with just 5 computers in Philippines

    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 will...

    AACC5 pointsBadges:
  • Call center seating

    Are then any statistics to prove it is better for associates to have their own seats vs. sharing desk space? Articles on behavior?

    laurah45 pointsBadges:
  • 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?????

    Soniasub20 pointsBadges:
  • Switches, Router for Call center?

    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...

    TrickedAce5 pointsBadges:
  • 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.

    Busymom724115 pointsBadges:
  • 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)?

    Tsipa5 pointsBadges:
  • Metrics

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

    Birthriteceo0 pointsBadges:
  • 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?

    Bernadine10 pointsBadges:
  • 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 including...

    Tsmiley5 pointsBadges:
  • Telecom services available for diverting numbers?

    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. ...

    Dukewhiteside10 pointsBadges:
  • 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...

    Pandub130 pointsBadges:
  • 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?

    CRM Ask the Expert250 pointsBadges:
  • Industry Standards of Call Center Metrics

    What are the standards and where can I find them online of other call centers

    LostInMetrics5 pointsBadges:
  • Calls per month – Call center metrics

    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?

    LibraryResearch5 pointsBadges:
  • 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...

    Immigrationexpress5 pointsBadges:
  • 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.

    Tomjohn15 pointsBadges:
  • 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.

    Tomjohn15 pointsBadges:
  • 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?

    Snowmar5 pointsBadges:

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