Call Centers

What are acceptable performance standards for a call center that responds to telephone calls, email, and voice mail?

I need to know what standards I should set for a small in-bound department, where the length of call is not perceived as that much of an issue, and we also have these other tasks (email and VM). Should calls be restricted to some specific length?

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????? Software/Hardware used: asterisk

i need to expand into the 900 number service

i am looking into expanding my call center to offer a pay per minute call service, not sex related, i need to know what equipment i would need to accomidate approximatly 500 calls per day at 10 stations using a voip system from aptela. do i need to make individual contracts with each phone company...

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?

Training Plan for Call Centers

Can someone give me the standards for training new CSRs, ongoing training, re-training for CSRs with complaints? I am looking for time spent training, monitoring, how often for refresher courses, process for retraining those who receive complaints from customers?

Methodologies for Call Center Management

Are there any standad methodology for management of call center? Are there any industry specific? Like banks, telecommunication or insurance?

Routing Public Emergency Calls Based on Cell of Origin

Is it possible to route emergency calls based on the Cell of origin? In a private network, there is one subscriber who wants all emergency calls originating in one specific area to be routed to a special emergency desk. All other emergency calls within the network would be routed to a different...

What is the financial industry average for cost of contact for an inbound call center?

What is the financial industry average for cost of contact for an inbound call center?

What measures can be taken to reduce AHT in the Call Centre (Inbound) Environment?

What measures can be taken to reduce AHT in the Call Centre (Inbound) Environment?

We are trying to configure an Aspect Front Office Adapter with Siebel 8 and get the following error

ERROR:Failed to load driver DLL CsAspect errno = 126

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...

Need help with Call Center metrics

We are a small call center of 28. We can be failing our MSI goal of 80%, but only have an occupancy rate of 70% or below. Shouldn't we be at 100% occupancy if we are missing MSI? Does someone in an AUX state effect our Occupancy rate? Our hours of operation are 8am-5pm. Thank you.

Best measurable metrics to evaluate a Customer Service Call Center?

What are the best measurable metrics to use when evaluating a Customer Service Call Center? Thank you very much.

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.

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.

Switches and routers needed for Call Center?

Hello, I am putting together a Call Centre for a non-profit organization. I will be running 10 workstations and 10 VOIP phones. I have acquired 10 CP7960’s. What switches and routers do I need to put this call centre together and run the phones with power over Ethernet? Thank you.

What number of calls should be monitored in emergency call centers?

Just wanted to know, what is the standard number of calls to be monitored and evaluated in emergency call centres? I mean, say, you are taking 1.6 million calls per month. Thank you.

What is the best facilities/seat utilization ratio for call centers?

Is there a 'Best In Class' ratio for Call Center facilities/ seat utilization? I've seen 1:3 used. Would you know the source and context of this ratio? Thank you.

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...

What is the average occupancy rate for outbound (lead generated) based call centers?

What is the average occupancy rate for outbound (lead generated) based call centers?