Articles · 20 articles
Call centre management: operators, shifts, KPIs and quality
Articles for people who run a call centre or a small call desk. Hiring and training operators, 24/7 shift schedules, KPIs and call quality checks, why operators leave and how AI and people work on one line.
- 5 min read
How to hire call centre operators: how many you need, where to find them, how to test them
Before hiring operators, work out how many you need, then test candidates with a phone screen and a role-play call. A checklist and a sample test call.
Read - 4 min read
How much does a call centre operator earn? Pay examples and what drives them
A call centre operator’s pay depends on shift, languages, bonus and experience. Examples of base, bonus and per-shift pay, and how to cost a single call.
Read - 4 min read
How to train call centre operators: a plan, exercises and checks
A training plan for operators: a knowledge sheet, listening to recordings, role-play and test calls. A sample one-week schedule and how to check the result.
Read - 4 min read
24/7 shift schedules: how many operators you need to answer calls round the clock
Covering one seat 24/7 takes 4–5 operators. 8- and 12-hour shifts, the 2/2 pattern, cover for absences, and a worked example of what night calls really cost.
Read - 4 min read
Call centre KPIs: how to calculate AHT, FCR and the other metrics, and what to track
Call centre KPIs: answer rate, wait time, AHT, FCR, abandoned calls and conversion. The formula and an example for each, and which ones a small business needs.
Read - 4 min read
What is service level 80/20, how to calculate it in a call centre, and how to reach it
Service level 80/20 means answering 80% of calls within 20 seconds. The formula, a worked example, why the daily average misleads, and how to lift peak hours.
Read - 4 min read
How to run call quality control in a call centre: a scorecard and a routine
Call quality control: a sample scorecard, how many calls to review each week, calibrating scores between reviewers and giving feedback operators can act on.
Read - 4 min read
Why call centre operators leave so fast, and how to reduce burnout and turnover
Operators leave over burnout, night shifts, repetitive questions and pressure. How to measure turnover, what one departure costs, and 7 steps to bring it down.
Read - 4 min read
Call centre outsourcing: when you need it, how to choose a vendor, and the pricing models
Call centre outsourcing: when it makes sense, pricing models (minute, hour, seat, result), 10 questions for a vendor, and starting with a trial period and KPIs.
Read - 4 min read
In-house vs outsourced call centre: which one suits your business and how to work it out
In-house call centre, outsourcing or an AI operator: compared on cost, control, product knowledge, night calls and peaks, with a worked one-month cost example.
Read - 4 min read
How to review and score call recordings: a weekly routine for call teams
How to review operators’ call recordings: which calls to pick, a five-point scorecard, a 30-minute weekly check and how to give feedback that changes calls.
Read - 4 min read
Remote operators: how to set up answering calls from home
How to run remote phone operators: IP telephony and internet, headsets, a quiet room, a browser CRM, shift checks and rules that keep customer data safe.
Read - 4 min read
What software does a call centre need: from telephony to CRM and reports
What software a call centre needs: telephony, a virtual PBX, softphones, CRM, recording and reports. The minimum set for a small team and how to choose.
Read - 4 min read
A new call centre operator’s first week: a day-by-day training and start plan
How to bring a new call operator up to speed in a week: a day-by-day plan, a one-page cheat sheet, role play, the first live calls and an end-of-week check.
Read - 4 min read
An AI operator and your staff on one line: how to split the calls
How to run an AI operator and people on one number: which calls the AI takes, when it transfers to staff, what happens at night and which numbers to track.
Read - 4 min read
What to do when calls suddenly spike: preparing for peak hours and seasons
How to prepare for days when calls spike: measuring peaks, working out how many operators you need, shifts, callbacks and an AI operator, with a worked example.
Read - 4 min read
What mistakes do phone operators make, and how do you fix them?
Ten common phone operator mistakes: a nameless greeting, guessed prices, holds without asking, goodbyes with no next step, plus the phrase to use instead.
Read - 4 min read
What does a call centre supervisor do: duties, daily routine and numbers
What a call centre supervisor does: shifts, watching the line, reviewing recordings, coaching, complaints and reports. A sample day and the numbers they own.
Read - 4 min read
Call centre reports: which numbers to check every day, week and month
Which reports a call centre needs: daily, weekly and monthly numbers, the formulas, how to build them in Google Sheets, a worked example and common mistakes.
Read - 4 min read
A “call centre” for a small business: how to organise calls in a team of 1–5 people
How to organise phone calls in a small business: one number, who answers when, calling back missed calls, a call log and an AI operator, with a cost example.
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