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  • Call Center functions and features

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

    RYS5 pointsBadges:
  • 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.

    CRM Ask the Expert250 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:
  • 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 on my blackberry but for...

    Knighteyes0075 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:
  • 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...

    CRM Ask the Expert250 pointsBadges:
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