What functions and features should be included in a Call Center RFP?
What is industry benchmark for Average Handling Time and Answer Rate on Data services call centres (like Mweb and MTN Business Solutions)?
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 [...]
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 [...]
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 [...]
I wanted to know what are the various cost elements (in details)to be covered in setting up a call center operation. Thank you.





