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 [...]
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| June 11, 2013 4:44 AM
Call Center, Call Center management, Skype
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 [...]
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| June 11, 2013 4:44 AM
Call Center, Call Center management, Skype
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?
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| April 10, 2013 2:20 AM
Call Center, Call Center management
Are then any statistics to prove it is better for associates to have their own seats vs. sharing desk space? Articles on behavior?
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| April 10, 2013 2:20 AM
Call Center, Call Center management
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 advance!
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| August 16, 2011 9:56 PM
Call Center management, Call Centers, CRM, Routers, Switches, VoIP
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!
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| August 16, 2011 9:56 PM
Call Center management, Call Centers, CRM, Routers, Switches, VoIP
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)?
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| November 16, 2010 2:55 PM
Call Center, Call center agents, Call Center management, Call center services
What is industry benchmark for Average Handling Time and Answer Rate on Data services call centres (like Mweb and MTN Business Solutions)?
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| November 16, 2010 2:55 PM
Call Center, Call center agents, Call Center management, Call center services
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. Anyone trying to [...]
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| July 19, 2010 6:27 PM
Call Center management, Call center services, Call Forwarding, Call forwarding services, Telecom Software, Telecommunications
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 [...]
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| July 19, 2010 6:27 PM
Call Center management, Call center services, Call Forwarding, Call forwarding services, Telecom Software, Telecommunications
Industry Standards of Call Center Metrics
What are the standards and where can I find them online of other call centers
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| May 14, 2010 8:49 AM
Call Center, Call Center management, Call Center metrics, Call Center standards
What are the standards and where can I find them online of other call centers
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| May 14, 2010 8:49 AM
Call Center, Call Center management, Call Center metrics, Call Center standards
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?
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| February 8, 2010 9:49 PM
Call Center management, Call Center metrics, 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?
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| February 8, 2010 9:49 PM
Call Center management, Call Center metrics, Call Centers
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 myself as I do not normally take [...]
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| August 16, 2010 8:09 PM
Call Center management, Call Center metrics, Call Center Representative
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 [...]
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| August 16, 2010 8:09 PM
Call Center management, Call Center metrics, Call Center Representative
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?????
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| May 25, 2012 12:32 PM
Call Center management, Call Centers
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?????
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| May 25, 2012 12:32 PM
Call Center management, Call Centers
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 [...]
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| September 8, 2009 5:32 AM
Call Center management, Call Centers
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 [...]
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| September 8, 2009 5:32 AM
Call Center management, Call Centers
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?
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| October 5, 2010 9:37 AM
Call Center management, Call Center metrics, Call Centers
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?
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| October 5, 2010 9:37 AM
Call Center management, 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
My call cnter is small,4-seates, what is a reasonable to handle a mobile customer base of 400,000 customers.
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| July 29, 2009 2:00 PM
Call Center, Call center agents, Call Center management
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.
Answer Question
| August 10, 2009 1:57 PM
Call Center management
I want to provide call center service to a mobile service provider and want to arrive at the amount to charge for this service.
Answer Question
| August 10, 2009 1:57 PM
Call Center management
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
Answer Question
| July 28, 2009 1:54 PM
Call Center Key Performance Indicators, Call Center KPI, Call Center management, Call Center metrics
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
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| July 28, 2009 1:54 PM
Call Center Key Performance Indicators, Call Center KPI, Call Center management, Call Center metrics
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?
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| July 28, 2009 9:22 PM
Call center agents, Call Center management, Call Center Representative, call center training, Call Centers, CRM
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?
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| July 28, 2009 9:22 PM
Call center agents, Call Center management, Call Center Representative, call center training, Call Centers, CRM
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.
Answer Question
| May 10, 2011 4:20 AM
ACW, After Call Work, Call Center, Call Center management, Call Center metrics
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.
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| May 10, 2011 4:20 AM
ACW, After Call Work, Call Center, Call Center management, Call Center metrics
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?
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| April 4, 2009 6:59 AM
Call Center management, Call Center metrics, Call Center ROI/TCO, Call Centers
Are there any standad methodology for management of call center? Are there any industry specific? Like banks, telecommunication or insurance?
Answer Question
| April 4, 2009 6:59 AM
Call Center management, Call Center metrics, Call Center ROI/TCO, Call Centers
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 handling calls, plus [...]
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| May 24, 2010 12:14 AM
Call Center, Call Center management, Call Center metrics, Call Center ROI/TCO, Nortel, PBX, Telecommunications
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 [...]
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| May 24, 2010 12:14 AM
Call Center, Call Center management, Call Center metrics, Call Center ROI/TCO, Nortel, PBX, Telecommunications
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.
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| July 28, 2008 2:57 PM
Call Center management, Call Center metrics, 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.
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| July 28, 2008 2:57 PM
Call Center management, Call Center metrics, Call Centers
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 [...]
Answer Question
| July 25, 2008 2:55 PM
Call Center management, Call Center metrics, Call Center ROI/TCO
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 [...]
Answer Question
| July 25, 2008 2:55 PM
Call Center management, Call Center metrics, Call Center ROI/TCO
