Call Center

Seat utilization and manpower requirment formula for call centers

Seat utilization and manpower requirment formula for call centers specialy for domestic 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.

Call Center Standards

What is the standard for a call center answer rate and what is the standard number of calls per FTE (non technical environment)?

Billing and Call Center metrics

Where can I find an industry report on average cost, # of exceptions, FTE per customer, etc. stats from utility call center? I would like billing information too.

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.

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...

Dialers For My Call Center

Very producitve telemarketing room. Very old fashioned in our approach. Seeking to buy a dialer. Have used a NOBLE (far to expensive and not all that practical - for us), really liked the simplicity of E.I.S dialers. I have close to 20 callers. We need a dialer that we can host (or are hosted...