What's the maximum hours in a day a CSR should work? This would include two 15 minute breaks and a 45 minute lunch.

How do you compute for the manpower requirements for your call center?

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?

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?

I am looking for an "industry standard" or KPI of an acceptable/expected abandon rate & within an IVR.

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

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?

I'd like to know an industry average for outsourcing cost per call for IT support (helpdesk).

Our call center average handling time for a call recently increased very much. I was assigned to a project to bring the average call handling down. I need ideas on where to start. Any advice would help very much.

Could you help me with any information that you might have on how I could compute the propensity to call/contact a contact center for a customer?