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Call Centre Questions

Early Warning System

Points to Cover in an Early Warning System (EWS) Or RAG Analysis

Zero Tolerance Policy

What is a Zero Tolerance Policy – ZTP?

office set up

Seat Utilization Ratio

Capacity Planning Templates

Quality Assurance Vs Team Supervisor

Quality Assurance Vs Team Supervisor

Hello, my name is

Do I Have to Give My Full Name to a Customer?

Scheduling Lunch Breaks

How Can I Schedule Breaks and Lunches In An Excel Report?

cartoon phone ring

How Many Seconds is 6 Rings?

productivity graph

Where do I Begin to Improve Productivity in our Call Centre?

Can you Recommend any Games I can use to Motivate my Agents?

Telehone receivers of different colors hanging on the green background

What Is the Difference Between an Abandoned, a Missed and a Lost Call?

What are the Legislations on Call Recording?

lady sleeping

Has Anyone Used Incentive Schemes to Reduce Sickness Absence?

What Suggestions Do you Have for Improving Agent Confidence?

reward poster

Any Ideas to Help Boost Agent Morale?

statistics sheet

Do You Include All Abandoned Calls Within Your Statistics?

key in puzzle lock

What Level of Security Questions Need to Be Asked?

call recording tapes

Can a Call Recording Made by a Customer be Used Against Me?

waiting by phone

What Abandoned Call Targets Should we use?

who what signs

Would like some Ideas on Opening Questions for Outbound Calling?

IVR phone options

What Percentage of Callers Abandon in an IVR?

listening ear

What is the Guidance on Staff Listening In on Calls?

measuring tape

Do you Have any Tips as to How to Measure Outbound Calls?

convince yes no

I Need Some Tips to Improve Agents Convincing Skills?