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I am wondering whether you can provide some assistance in identiying the most appropriate approach to conduct a contact centre contract drivers / demand analysis. there is the obvious options of the tick sheet approach, but I have found that it does have some serious limitations particularly on the level of accuracy of the information captured (tends to be forced into a category rather than a true reflexion of the cause for the interaction).

How do you determine the amount of evaluations to be done for the contact center? per CSR's? Right now we based the amount to be done per agent based on seniority, last month performance and amount of calls taken in a month.

Is there a resource for Contact Center insurance? Is there a Contact Center industry standard for training paid by the client?

We are currently in the midst of expanding our business into the European market and are looking for a multi brand call center that that may be a viable solution for us. We currently are primarily focusing on the Beneluxe region at this time. Any information regarding outsourced call centers that others have used would be helpful.

I am developing a cost model for a small in house Healthcare Call Center. I have inbound cost per minute, but the executive team wants to charge for outbound calls made as well. The outbound calls are process driven, not necessarily volume driven. How can I allocate a cost to outbound calls made by scheduling agents?

what is the different between supervisor and team leader

What are some best practices for disclosures with regard to outbound call recording?

I am looking for studies/articles that review the impact of Average Speed of Answer on Customer Satisfaction. For example. If I reduce my TSF from 80% call answered within 30 seconds to 70% within 30 seconds, I don't believe it will impact my CSAT. I'd like some documentation to support my suspicion.

Hello, I'm running a call center specialized in debt collection in Argentina. I´d like to start a live transfer campaign for credit card recovery in USA but I have no experience in this service in this particular market. Can I have some advice on how to get started? I´d like to know what the average return rates are for this type of campaign: how many leads could I obtain on a number of calls made?

What's the maximum hours in a day a CSR should work? This would include two 15 minute breaks and a 45 minute lunch.