Call Centre Reports: What to Check Daily, Weekly and Monthly
The call centre reports a manager needs: missed and abandoned calls daily, agent performance and IVR drop-offs weekly, trends and call reasons…
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Tag: Contact centre
Call Centre Agent Training: A 2 to 3 Week Onboarding Plan
A practical call centre agent training plan: product and system lessons, call listening, shadowing, supervised live calls with whisper coaching, and refreshers.
Skill Based Routing: Match Every Caller to the Right Agent
How skill based routing works, building a skills matrix for languages and products, and setting it up in Voxdial with inbound groups…
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…
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…
Phone System for Retail Stores: One Platform for Every Store
How retail chains connect every store, the warehouse and customer support on one phone system, with central number routing, missed call callbacks…