Call Centre Scripts: Greeting, Hold, Transfer and Closing Templates
Ready-to-use call centre scripts in plain English for greeting, verification, hold, transfer, callbacks, complaints and closing, plus tips to write your own.
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Tag: Call centre
Call Centre Glossary: 50 Terms and Abbreviations Explained
Call centre terminology in plain words, A to Z: ACD, AHT, ACW, ASA, barge, CSAT, FCR, IVR, occupancy, service level, wallboard, whisper…
Inbound vs Outbound Call Centre: Differences, Tools and Measures
Inbound vs outbound call centres compared: what each does, the tools and KPIs each needs, blended teams, and how to do outbound…
DPDP Act and Call Recording: A Guide for Indian Call Centres
What the DPDP Act 2023 means for call recordings, CRM data and WhatsApp chats: notice, consent, purpose, retention, access control and breach…
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…
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…
OSP Guidelines for Call Centres in India: What Changed
DoT's revised OSP guidelines removed registration and allowed work from home. What changed in 2020 and 2021 and what call centres must…
TRAI Rules for Business Calls: TCCCPR, DND, 140 and 1600 Series
A plain guide to TRAI rules for business calls in India: TCCCPR, the DND register, DLT registration, 140 series for promotions and…
Call Centre Shift Scheduling: Build a Roster That Meets Demand
How to build a call centre roster: forecast calls by interval, convert to agents with Erlang C, add shrinkage, stagger shifts, place…