Call Disposition Codes: Example Lists for Sales, Support, Collections
What call disposition codes are, ready-made lists for sales, support and collections, rules for a good list and how dispositions drive callbacks…
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Category: Contact Centre
Contact centre guides from BitVoice: queues, monitoring, remote agents, CRM click to call and omnichannel voice and WhatsApp.
Erlang C Call Centre Staffing: How Many Agents Do You Need?
Use Erlang C to work out how many call centre agents you need: inputs, a worked example of 120 calls and 4…
How to Set Up a Call Centre in India: A Step-by-Step Guide
How to set up a call centre in India: define goals, size seats for peak hour, pick SIP or PRI lines, choose…
After Sales Service Call Centre: Requests, Warranty, Technicians
Set up an after sales service helpline: IVR by request type, logging service requests, technician coordination, WhatsApp status updates and AI backup.
Travel Agency Call Centre: Capture Every Enquiry and Follow Up
How travel agencies and tour operators set up a call centre: an IVR for enquiries and travelling customers, lead forms, missed call…
Logistics Call Centre: Courier Support, Tracking and Peak Days
Set up a logistics call centre: separate queues for receivers and sellers, missed call callbacks, WhatsApp shipment updates and AI backup in…
Complaint Management Process: Steps, TAT and Tracking
A seven-step complaint management process for call centres: logging, reference numbers, owners, TAT by category, WhatsApp complaints, closure and reports.
Phone Etiquette for Customer Service: Rules and Sample Phrases
Phone etiquette rules for customer service teams: greeting, listening, hold and transfer etiquette, handling angry callers and closing calls, with phrases.
Escalation Matrix: How to Build One for Your Call Centre
What an escalation matrix is, functional vs hierarchical escalation, an example L1 to L5 template with time limits, and how to track…
Car Dealership Call Centre: Sales, Service and Spares Calls
Set up a dealership call centre: separate queues for sales, service and spares, auto callback for missed buyers, lead forms, WhatsApp service…