IT Answers » Call Centers

Switches, Router for Call center?

TrickedAce — Wed, 29 Jun 2011 21:56:34 +0000

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 advance!

Calls per month – Call center metrics

LibraryResearch — Fri, 05 Feb 2010 21:49:46 +0000

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?

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

Antaeus — Wed, 21 Oct 2009 19:25:05 +0000

New Discussion Post by dmitrym

call center looking for campaigns

Soniasub — Tue, 22 Sep 2009 12:32:10 +0000

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?????

i need to expand into the 900 number service

Immigrationexpress — Mon, 07 Sep 2009 05:32:07 +0000

Question Edited by status

Call Center standards

Bernadine — Tue, 01 Sep 2009 09:37:56 +0000

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

Snowmar — Tue, 02 Jun 2009 21:22:30 +0000

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

Ilan1966 — Sat, 21 Mar 2009 06:59:39 +0000

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

Amawhinn — Fri, 13 Mar 2009 11:24:33 +0000

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 desk.

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

CRM Ask the Expert — Wed, 11 Feb 2009 16:03:28 +0000

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