Call Center functions and features
What functions and features should be included in a Call Center RFP?

Answer Question   |  February 28, 2012  10:03 PM
Call center outsourcing, Call center services, Call center software

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

Documentation devices in the field
I work in field desktop support and get calls from users while I am going from issue to issue and need a way to track all the calls to open service tickets, log the issue, document the fix, start/stop end times. We use a web based program called service now. I can get it up [...]

Answer Question   |  September 17, 2010  4:36 AM
Application development, Application integration, Call center services, Catalog management, Catalog management 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 [...]

Answer Question   |  July 19, 2010  6:27 PM
Call Center management, Call center services, Call Forwarding, Call forwarding services, Telecom Software, Telecommunications

Need advice on outsourcing our Call Center operations
We are a municipality-owned and unionized gas distribution utility with 500 residential customers. We are exploring the idea of outsourcing our call center operations which mainly includes inbound calls (billing, collections, service) and outbound calls (collections). We are regulated by a Public Utility Commission and have many regs dealing with customer service. Would you have [...]

Answer Question   |  September 22, 2009  5:31 PM
Call center outsourcing, Call center services, Call Centers

What are the cost elements in setting up a Call Center operation?
I wanted to know what are the various cost elements (in details)to be covered in setting up a call center operation. Thank you.

Answer Question   |  May 29, 2011  7:21 PM
Call center services, Call Centers, CRM