IT Answers » Call center agents

Staffing Ratio

Digicel — Mon, 24 Jan 2011 20:52:15 +0000

Question Edited by Serena3

What is Answer Rate and AHT for Data call centers?

Tsipa — Tue, 16 Nov 2010 14:55:28 +0000

What is industry benchmark for Average Handling Time and Answer Rate on Data services call centres (like Mweb and MTN Business Solutions)?

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

Number of seats for call center

Tomjohn — Wed, 24 Jun 2009 14:00:48 +0000

My call cnter is small,4-seates, what is a reasonable to handle a mobile customer base of 400,000 customers.

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?

benefits

Myaj9 — Wed, 09 Jul 2008 00:57:38 +0000

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

How do you strike a balance between frustrated users and frustrated call center agents?

CRM Ask the Expert — Thu, 24 Apr 2008 19:29:24 +0000

Question Edited by Serena3

What is a realistic number of calls that a single phone agent?

CRM Ask the Expert — Thu, 24 Apr 2008 19:10:19 +0000

What is a realistic number of calls that a phone agent handling calls for a busy multi-specialty physician’s practice can handle? Thanks very much.