I would like to implement live chat services for the web sites we design/host for our clients. I'm concerned about a chat request being ignored, (or a phone call dropped, due to chat) given the volatile volume of inbound phones and email. What is the best way to integrate chat requests into the call center work flow? We have 4 agents. Inbound call time can be 20 seconds to 20 minutes, depending on the nature of the call. We support anywhere f

What is considered "acceptable" dead-air time? That is, a customer is on a live call with an agent, and the agent is working the issue but not speaking and not placing the caller on hold. How long is considered TOO long without speaking?

What is the industry benchmark for trainer vs agent ratio?

Not sure if the requested information is available, however I am looking for any feedback on floor plans to house a Human Services Service Center or potential problems that we should watch out for when designing the area as noted below.

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