IT Answers » Call Center management

Call center seating

laurah4 — Wed, 10 Apr 2013 02:20:55 +0000

New Discussion Post by CharlieBrowne

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!

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)?

Telecom services available for diverting numbers?

Dukewhiteside — Mon, 19 Jul 2010 18:27:19 +0000

The company I work for has offices in a mid western state and on the west coast. Right now our phone system will forward calls ot only one number. Currently we have it going to our external switchboard but when that closes at 5:30PM EST the phones switch back to the main home office number. Anyone trying to call for assistance after that time cannot be forwarded to any other number so it goes to a Unity Message system that converts the phone call to an email. Calls for support then go unanswered until the next day.

Is there a phone system or program that will allow the phones to be diverted to our external switchboard during the normal office hours then switch to the midwest or west coast offices until they close. Then it could switch back to the home office number.

Any thoughts or suggestions would be appreciated.

Industry Standards of Call Center Metrics

LostInMetrics — Wed, 12 May 2010 08:49:43 +0000

What are the standards and where can I find them online of other call centers

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?

Call Center Rep to Call Ratio

Tsmiley — Thu, 29 Oct 2009 20:09:34 +0000

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 myself as I do not normally take calls) inbound call center we average about 10,000 calls per month and our current year to date service numbers are:

88% Availability; 91% Handle Ration; 2:31 Average Talk Time; 3.7% Abandon rate.

On the outside looking in we are definately meeting our goals with our current staffing, but we are also missing great opportunities to cross-sell products due to our need to take calls very quickly to handle volume. We have also been consolidating some of our branches and I can see in the future this causing additional call volume.

How could I best present this to senior management to show the need for additional representatives and benefit. I have started a proposal but some standards to go back to would be very helpful!

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?