 | Average Speed of Answer
I am looking for studies/articles that review the impact of Average Speed of Answer on Customer Satisfaction. For example. If I reduce my TSF from 80% call answered within 30 seconds to 70% within 30 seconds, I don't believe it will impact my CSAT. I'd like some documentation to support my suspicion. Samantha Ryan, Canada | Last Update: 12/22/2008 10:26:01 PM |
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 | Transfer Campaign for Credit Card Recovery
Hello, I'm running a call center specialized in debt collection in Argentina. IŽd like to start a live transfer campaign for credit card recovery in USA but I have no experience in this service in this particular market. Can I have some advice on how to get started?
IŽd like to know what the average return rates are for this type of campaign: how many leads could I obtain on a number of calls made? Julieta Cestari, Argentina | Last Update: 12/22/2008 10:25:12 PM |
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| Maximum Hours
What's the maximum hours in a day a CSR should work? This would include two 15 minute breaks and a 45 minute lunch. Nancy Massey, Canada | Last Update: 11/3/2008 8:49:49 AM |
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 | Staff Calculation
How do you compute for the manpower requirements for your call center? Raffy Crucillo, Philippines | Last Update: 10/29/2008 8:31:16 AM |
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 | Call Scripting
How would you recommend finding top script writing talent with proven track records, to a 150 person outgoing call center to invite business owners to a seminar? Sanford Nacht, United States | Last Update: 10/29/2008 8:30:10 AM |
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 | Ireland's Contact Center Industry
How many people are employed in call centres in Ireland?
How many in Southern Ireland?
How many call centres are there in Ireland/Southern Ireland? Laurence McCall, United Kingdom | Last Update: 10/21/2008 12:50:20 PM |
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 | Abandon Rate
I am looking for an "industry standard" or KPI of an acceptable/expected abandon rate & within an IVR.
Ronald Anderson, Germany | Last Update: 10/9/2008 3:56:20 PM |
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| Staffing Strategy
I am researching the value of an in-source staffing strategy for a new core-service call center operation in Europe and not having much luck on obtaining information or data.
1. Is this a feasible or common strategy in Europe (UK)?
2. What are the pro's of such a strategy, as well as obstacles in the European call center environment?
3. If one is to consider the in-source strategy, is there an advantage to attempting it at the start of Eric Walper, United Kingdom | Last Update: 10/2/2008 8:57:26 AM |
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| Attrition
We have been deep into employee attrition analysis as we have to get better at hiring the right person and retaining them. We are a 24/7 call centre. 24% of our employees leave due to 'scheduling issues ... it is our number one reason. I have 1 question - is it normal to have scheduling the #1 issue in a 24/7 environment (any benchmarking data) for employees leaving? Or where would this issue typically rank? Patte Seaton, Canada | Last Update: 9/18/2008 3:49:28 PM |
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| Outsourcing Cost Per Call
I'd like to know an industry average for outsourcing cost per call for IT support (helpdesk). Rachel Bush, United States | Last Update: 9/18/2008 3:48:11 PM |
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