• 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:
  • 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:
  • 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:
  • Slow File sharing access in Win 98

    Actually I have 2 questions: I have a small workgroup of 3 XP Pro systems, 2 win98 systems, 1 win 2000 server and a 16 port ethernet switch(100mbps). I have enabled the ICS in the server and each compter can access files/printers and internet with the help of DHCP. 1) When I access the win98...

    BinooDas123410 pointsBadges:
  • Switches, Router for Call center?

    Helping a friend with a call center for an NGO in spare time. There would be 100 workstations & 100 VOIP phones. What switches and routers do I need to put this call centre together and run the phones with power over Ethernet? Any information about CRM/ACD etc would be appreciated. Thank you in...

    TrickedAce5 pointsBadges:
  • 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.

    CRM Ask the Expert250 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:
  • Transfer Report from AS/400 to PC

    Is there any utilities/tools that can help me to create a program on AS/400 (CL program) to transfer the reports that are created at a certain output queue on AS/400, transfer them automatically to a specific folder at PC side so as to be opened with any application at MS Windows, keeping the...

    Qawasmeh0 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:
  • Call Center

    How is Visual Basic used in a call center?

    Stp45935 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:
  • Calls per month – Call center metrics

    I would like to know the number of businesses in the US whose contact centers / call centers (customer service or sales or technical support, etc.) process 1 million calls or more per month.  Is this figure available anywhere?

    LibraryResearch5 pointsBadges:
  • 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?

    Antaeus5 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:
  • 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...

    Immigrationexpress5 pointsBadges:
  • 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...

    Amawhinn15 pointsBadges:
  • 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?

    CRM Ask the Expert250 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:
  • 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?

    Snowmar5 pointsBadges:

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