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A selection of questions and answers from the Call Centre Helper and Call Centre Voice communities.

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Is There A Link Between Average Speed of Answer and Service Level?

script pages

Opening Script for Long Wait Times

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Service Level Predictions

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Chat Operations Capacity Planning

Empathy in wooden blocks

Handling Customers Bereavement and Empathy

water drop

High Call Drop Issues

calculating items

Emails SL Calculation With TAT

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Sign Off Process

Data Protection Act

Data Protection Question

chat messages

Proactive Chat Staffing Calculation

battery capacity

Agents Capacity

Clock with clocks in centre

Time Back for Advisors Stuck On Calls?

Happy person on phone

Calls Answered Within SLA – Calculation

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Hello My Name is tag

Use of Full Names

person in nest

New Nesting Program

vs flash

Service Level Vs Occupancy

two businessmen speaking with a hacker spy listening

Internal Call Monitoring

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Sickness, Lateness and Going AWOL During Probation

answering calls

Call Flow Design Best Practice

waiting room

Call Centre Manager Interview Presentation

Young Contact Centre Workers

16 to 24 Years Olds and Employment Prospects

raising togetherness and team spirit

Buzz Session Energizers