Call Center Networking Group

I am working with a Federal Government contractor, exploring the feasibility of moving a 100-seat 7X24 Help Desk to another city in a timely manner.  Has anyone ever moved a call center?  If so, what would the cost be for a 100-seat center and the lead time we should expect to accomplish this?  The issues we are primarily concerned with, in addition to the facility itself and the related infrastructure are all related to replacing the staff that does not wish to relocate, as in recruiting and training new personnel.  I’m looking for some advice from someone who has had to do this before.

Steve Oviatt

My company will be expanding soon and I need to do a little research on ACD/PBX/Customer Routing solutions as I don’t think our current company will be able to handle it.  (That and I’m not very impressed with their services).  We currently average 500-600 calls per week and that will definitely increase; however I don’t know how much of an increase we will receive once we take on new clients.  We may double that, at least.  I’m interested to know what companies/services everyone recommends.

Megan Batchler

Assistance Center Manager

I am currently managing a startup DSL Tech Support group that was trained for 6 weeks in a B&M (Brick and Mortar) environment and has now been transitioned into a W@H (Work-at-home) group.  I am looking for tips, tricks and techniques for managing a W@H team.

Beth

I am hopeful that you will be able to help with this question I’ve posted to LinkedIN regarding headsets to use with Linksys/Cisco VOIP phones.

What is the best headset for use with a Linksys SPA942?

I’m looking to buy headsets for my department. We are on a VOIP platform and most of my sales people use Linksys SPA942s. I currently have people testing the Plantronic S12 and Dassan Free Mate DH-023T. The feedback on the S12 has been better but I’d like to know if there is a specific product that you’ve used that you find provides superior performance and also what the unit cost was. 

Aaron
aaron_mccade@rogers.com

I am the manager of a 6-seat call center that will be growing within the next few months.  We have access to all the hardware and software to allow our call center employees to work from home; however I do not have virtual call center management experience.  I would appreciate any helpful advice and insight as to how to implement and run a virtual center.  Any known websites, organizations and/or tips would be helpful!

Megan Batchler

I am trying to determine a ratio between the number of customer service inquiries to number of digital converter boxes sold.  The converters will be sold in retail outlets and the end user will be installing.  If 1,000,000 units are sold, how many customer service calls could be expected?

Tim Duggan

I am wondering if anyone has information on what the average live contact rate is for outbound calls to individuals (not a telemarketing or collection call).  When calling the individual at work or home, morning, afternoon and/or evening.  In addition, has anyone found solutions to improve contact rates such as calling at a specific time of day.

Don Freeman

I would like to get input on what people might consider some of the better Voip  Conact Solution providers are… meaning an inbound/outbound system that provides multi-channel capability (telephone, email, chat, web interaction, etc…. with WFM included).

Any ball-park quotes for such a system that would support 50 - 75 agents in in-house and enterprise scenarious would also be extremely helpful.

Rick Ploth

I am wondering if anyone has information on what the average live contact rate is for outbound calls to individuals (not a telemarketing or collection call).  When calling the individual at work or home, morning, afternoon and/or evening.  In addition, has anyone found solutions to improve contact rates such as calling at a specific time of day.

Don Freeman

I would be interested in making some contacts with anyone who has done a new installation of Aspect Software’s eWorkforce Management system in the past couple of years.  What was their experience through the technical installation/integration with other systems?  How well did the training prepare them for ongoing use of the system?  Were there any special challenges or achievements?

Rob Owen

roowen@gmail.com