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    What do you find to be the best metrics when setting up a pay for performance system for customer service agents?

    jttechsearch5 pointsBadges:
  • Virtual Call Center for SMBs

    I'm interested in a virtual call center. I've looked at some of the larger firms like LiveOps, and I like their technology and business model. But I'm a small company, and the the firms I've found don't want to work with me. What suggestions might you have for me? Thank you.

    CRM Ask the Expert250 pointsBadges:
  • How to be a best seller in a call center

    What are the techniques to sell product effectively in a call center?

    elaine885 pointsBadges:
  • What is the industry standards or ratio for a quality analyst to an agent

    I am managing a call center of 75 agents. I have one quality analyst. What is the standard industry ration for a QA analyst to the agent? We are looking for a total of 3 calls per week per agent. Calls are pulled manually, however we are looking into enhancing out phone system powered by...

    newQMA5 pointsBadges:
  • 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?

    Bernadine10 pointsBadges:
  • How to stimulate call center agents during night shift

    Good day Hope you are doing well. I work for a local government Contact Center in Durban, South Africa. Do you by any chance have tips on stimulating/keeping call center agents occupied during night shift. Nightshift has always been a nightmare for us, agents are falling asleep, a huge number of...

    EvansMasipa5 pointsBadges:
  • How to improve the call quality in our call center?

    How can we improve the call quality in our call center? We've been having some issues with our quality so we're looking for improvements.

    Natchie5 pointsBadges:
  • How do you strike a balance between frustrated users and frustrated call center agents?

    Our company are currently busy with various Customer Centricity Projects. From a People Adaptation point of view - whilst these projects are yet to roll-out - how does one strike a balance between frustrated customers versus frustrated call center agents?

    CRM Ask the Expert250 pointsBadges:
  • 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...

    Pandub130 pointsBadges:
  • 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.

    Busymom724115 pointsBadges:
  • What is the formula to calculate the manpower requirement at a call center

    What is the formula to calculate the manpower requirement at a call center, if the no.of calls are specified for example, as 50000 calls and defined AHT is 150 secs per call?

    Iyer10 pointsBadges:
  • How to dial in to listen to Call Center calls live?

    Hello, currently we use Cacti and Cisco in our call center. Our client is asking us if there is a way that they can dial in and listen to live calls as they are coming in. Is there a way that we can help our client? My understanding is that this is not possible with Cacti and Cisco, but I want to...

    NetworkingATE1,545 pointsBadges:
  • Benefits of call center agents

    what are the benefits of call center agents and who will benefit from them?

    Myaj95 pointsBadges:
  • 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...

    Tsmiley5 pointsBadges:
  • Business presentation for inbound Call Center

    I work in a 3rd party call center and would like to start a new business which is INBOUND but i don't know the process. I am going to have a business presentation with client very soon. Hope you can share with me the process.

    CRM Ask the Expert250 pointsBadges:
  • How do I cost my call center 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.

    Tomjohn15 pointsBadges:
  • Call centers and ISO 9000 certification

    Are there case studies available about the benefit of ISO 9000 certification in call centers?

    skraybill5 pointsBadges:
  • Occupancy percentage in call center operation

    what is the difference between utilisation and occupancy in an inbound campaign?how to calculate occupancy percentage?

    Svachaspati5 pointsBadges:
  • Need to calculate the number of agents required to handle the calls.SGAREQ Column in Aspect tool

    How to calculate the The number of staff required to handle the actual volume of calls[SGAREQ Column] in the Aspect IntraDay Performance detail tool.Kind Regards,

    CRavindranath5 pointsBadges:
  • What is the formula to calculate the manpower requirement at a call center?

    What is the formula to calculate the manpower requirement at a call center, if the no.of calls are specified for example, as 50000 calls and defined AHT is 150 secs per call?

    arijitdutta5 pointsBadges:

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