• 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:
  • Unattached ACW

    What exactly is unattached ACW? Or, more specifically, where does it come from. The avg time of ACW (attached) and the total time do not match up. I know that it is considered 'not attached to a call', but how do the agents rack it up?

    Auggie245 pointsBadges:
  • Monitor Internet bandwidth

    Good day, We are using Windows 2000 Small Business Server in our organization with Exchange, DNS and ISA server configured. 1. I want to monitor the internet usage by the users. 2. I want to take a report on monthly or daily basis how much MB/GB utilized by each user. Thanks for your reply in...

    GiriPrasad0 pointsBadges:
  • Starting a small at home call center with just 5 computers in Philippines

    Dear TT We are Americans in the Philippines starting a new small home office call center! We are starting with O DESK! Then we want to become a regular small call center with 5 agents and grow from there to 25 agents next year! The technology confuses us! What do we need! With O Desk client will...

    AACC5 pointsBadges:
  • Ringing stations on IWATSU ADIX M

    Trying to set up an IWATSU ADIX M, with 12 phones. I want them all to be ringing stations for all incoming calls on all lines.

    oldiwatsuadixm10 pointsBadges:
  • Call center seating

    Are then any statistics to prove it is better for associates to have their own seats vs. sharing desk space? Articles on behavior?

    laurah45 pointsBadges:
  • Accessing the call center

    I have an Avaya 180 telephone. When I try to enter the system, the letter R comes up and I get a dial tone.

    wthiah5 pointsBadges:
  • call center looking for campaigns

    WE have a call center based in mauritius and we cant find campaigns to work with .. how do i go about this and make my call center successful?????

    Soniasub20 pointsBadges:
  • Call Center functions and features

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

    RYS5 pointsBadges:

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