UK and IrelandWelcome to the subject, the available toolkits are displayed below.
Toolkitstoolkits rss
ACD Custom Reports 1
Content for your own designer ACD custom reports. … View
ACD Custom Reports 2
Content for your own designer ACD reports … View
ACD Custom Reports Hierarchy
When developing custom reports you will need a whole hierarchy from agent level to call centre level - as per Visio document (you can get Visio Vie… View
Achievement Energy - Interview Questions (Free Toolkit)
Full set of competency interview questions … View
Analytical Thinking - Interview Questions (Free Toolkit)
Full set of competency interview questions … View
Appraisal System Documentation 1
Appraisal system documentation to carryout regular performance reviews … View
Balanced Scorecard of KPIs & Objectives (All Levels)
Balanced Scorecard indicating performance targets for all levels of staff. Including Timeliness & Quality on one sheet for objectives … View
Building Rapport - Training Module (Free Toolkit)
A toolkit developed to build rapport View
Business Analyst - Job Description (Free Toolkit)
Full role/job description for Business Analyst … View
Call 'Type' Tracking Process Flow
Develop a process for establishing your call 'types'for avoidance. (Youcan get Visio Viewer from this site) … View
Call and Contact Centre Manager - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Call Centre Advisor - Job Description 1 (Free Toolkit)
Full job/role description for a Call Centre Advisor … View
Call Centre Advisor - Job Description 2 (Free Toolkit)
Full role/job description for Call Centre Advisor … View
Call Centre Advisor - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Call Monitoring Form - 1
Coaching form for quality monitoring … View
Call Monitoring Form - 2
Quality monitoring form … View
Call Monitoring Form - 3
Call quality monitoring form identifying voice and tone standards … View
Call Monitoring Form - Outbound Sales 1 (Criteria)
Call Monitoring form for outbound telesales - weighted criteria … View
Call Monitoring Form - Outbound Sales 1 (Feedback)
Quality monitoring advisor feedback form for outbound sales … View
Call Monitoring Form - Outbound Sales 1 (Scores)
Quality Monitoring form score sheet for outbound sales … View
Call Monitoring Form - Outbound Sales 1 (Team Spread)
Quality monitoring spreadsheet to capture scores from advisors to team/CC level … View
Call Monitoring Form - Outbound Sales 2 (Criteria)
Call monitoring from for outbound sales - weighted criteria … View
Call Monitoring Form - Outbound Sales 2 (Feedback)
Quality monitoring advisor feedback form for outbound sales … View
Call Monitoring Form - Outbound Sales 3
Outbound sales quality monitoring form … View
Call Monitoring Form - Tele-skills Assessment
Tele-skills Assessment Form identifying positive and negative indicators for monitoring … View
Call Monitoring Form - Tele-skills Assessment (Comments)
Tele-skills Assessment Form including positive and negative indicators. Form includes space for observation comments … View
Call Monitoring Form - Tele-skills Assessment (Results Bars)
Compliments Word documents - takes input reults and provides bar charts for individual, team or call centre … View
Call Monitoring Form - Telemarketing
Quality monitoring form for telemarketing campaigns … View
Call/Contact Centre Manager - Job Description 1 (Free Toolkit)
Full role/job description for a Call/Contact Manager … View
Call/Contact Centre Manager - Job Description 2 (Free Toolkit)
Full job/role description for a Call/Contact Centre Manager … View
Call/Contact Centre Manager - Job Description 3 (Free Toolkit)
Full role/job description for Call/Contact Centre Manager … View
Call/Contact Centre Manager Outsourcing - Job Description (Free Toolkit)
Full role/job description for Outsourcing Call/Contact Manager … View
CC Calculator 1 - Expected Results from your Agent Nos. (30 min period)
Validate your expected performance results from the number of agents you have for a selected 30 min period (covers occupancy, service level and Avg… View
CC Calculator 2 - Expected Results from Total Call Input
Validate your expected performance results from the No. of agents you have for each 30 min interval of the day. Your total call volume for the day … View
CC Calculator 3 - Expected Results from Interval Call Input
Validate your expected performance results from the number of agents you have for each 30 min interval. You input actual call volumes for each 30 m… View
CC Calculators - Agent Nos. to Occupancy Levels
Get an idea of the occupancy levels of agents during various time segments. Non-Erlang/SL … View
CC Calculators - Agents & Occupancy
Get an idea of how many agents required per 30 mins at given occupancy levels and also the reverse, what occupancy levels can you expect from a giv… View
CC Calculators - Erlang Calculator
For given service level and call variables, calculates - Agents, trunks, service level, percent queues, percent abandoned, utilisation, ASA. … View
CC Calculators - Occupancy Levels to Agent Nos.
Get an idea of how many agents required for various time segments at given occupancy levels. Non-Erlang/SL … View
CC Calculators - Resource Planner
Calcualate service level staffing requirements for the week by hour for any working window. … View
CC Calculators - Staff Shrinkage Absences
Calculate your staff shrinkage absence levels against a typical model … View
Change Focus - Interview Questions (Free Toolkit)
Full set of competency interview questions … View
Client Account Manager - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Closing Techniques - Training Module (Free Toolkit)
A toolkit developed to deliver the appropriate call closure View
Coaching - Training Module (Free Toolkit)
A toolkit developed to support coaching View
Communications Manager - Interview Questions (Free Toolkit)
A full set of competency based interview questions … View
Costs - Per Call / Agent / Revenue / Profit
Calculate Agent costs per hour, costs per call, revenue per call, profit per call, total costs … View
Culture - How to Build One
Good material for a workshop to develop or transform your culture. … View
Customer Service - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Customer Service Representative - Interactive Exercise
Customer Service inbound role play answering a customer query. Resolving the appointment query. … View
Customer Service Representative - Interactive Exercise Marking Sheet
A marking sheet which accompanies the interactive exercise "Roofing Company" … View
CV & Interview Selection Scorer (Contact Centre Manager)
Use this to both screen CVs and sore at Interview … View
CV & Interview Selection Scorer (Contact Centre Manager) (Template)
Use this template to score CVs or to use for interview scoring … View
CV & Interview Selection Scorer (Team Coach)
Use this to both screen CVs and sore at Interview … View
CV & Interview Selection Scorer (Team Coach) (Template)
Use this to screen CVs and score at interviews. … View
CV & Interview Selection Scorer (Team Manager)
Use this to both screen CVs and sore at Interview … View
CV & Interview Selection Scorer (Team Manager) Template
Use this to screen CVs and score at interviews. … View
Daily & Cumulative Trend Volumes & SL
Track daily volumes, calls received, abandoned, service level and Avg Response Times. This also provides charts showing daily versus cumulative tre… View
Daily & Cumulative Volumes, ART & SL
Be able to track performance daily and cumulatively against target … View
Daily 6wk Trend by 30 mins 0800-1800 - Fridays
Track daily trends for day on day for 6wks by 30 min intervals. You can input your own calls per person hour to view productivity charts … View
Daily 6wk Trend by 30 mins 0800-1800 - Fridays (Template)
Track daily trends for day on day for 6wks by 30 min intervals. You can input your own calls per person hour to view productivity charts … View
Day Week Month & YoY Perf Data
Track Perfromance by day, week and month - compare with previous year - tracks Calls received, answered, abandoned, abandoned percentage, delay and… View
Diversity Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Effective Questioning - Training Module (Free Toolkit)
So much time is lost in contact centres through ineffective questioning and poor listening. If we get it right we achieve first time fix and … View
Employment Contract - Call Centre Advisor
Full contract details from appointment for Call Centre Advisor … View
Facilities Management Assistant - Job Description (Free Toolkit)
Full role/job description for facilities management assistant … View
Facilities Manager - Job Description (Free Toolkit)
Full role/job description for a Facilities Manager … View
Flexibility Adaptability - Interview Questions (Free Toolkit)
Full set of competency based questions … View
Floor Performance Manager - Job Description (Free Toolkit)
Full role/job description for a Floor Performance Manager … View
General - Interview Questions (Free Toolkit)
Full set of general questions to accompany competency based questions … View
Handling Objections - Training Module (Free Toolkit)
A toolkit developed to support you with handling objections View
Innovation / Initiative - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Interpersonal Awareness - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Interview Questions - Template 1 (Free Toolkit)
Blank template to be used in conjunction with interview questions … View
Interview Questions - Template 2 (Free Toolkit)
Blank template to be used for interview questions … View
Job Description - Specimen (Free Toolkit)
Write your own job descriptions with this specimen … View
Job Description Template (Free Toolkit)
Blank Job Description template for you to write your own … View
Leadership - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Letter Varying Terms & Conditions
Specimen letter varying T & Cs covering removal of flexi-time and increasing the working window to 0800-2000 & Saturday mornings … View
Making Things Happen - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
MIS Analyst - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
MIS Analyst - Job Description 1 (Free Toolkit)
Full role/job description for an MIS Analyst … View
MIS Analyst - Job Description 2 (Free Toolkit)
Full role/job description for MIS Analyst … View
Monitoring - Agent & Team Performance (part 1)
Comprehensive agent and team monitoring - covering quality scores, productivity, adherence to schedule and sickness. … View
Monitoring - Agent & Team Performance (part 2)
Comprehensive agent and team monitoring - covering quality scores, productivity, adherence to schedule and sickness. … View
Monthly & Cumulative Performance
Track performance monthly by service level, ART & abandoned calls … View
Motivating Others - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Objection Handling for Outbound Upsell - (Free Toolkit)
It is important that we handle any customer objection correctly and efficiently in order to secure a sale. There are many factors to take into … View
Operations Manager 1 - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Operations Manager 2 - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Organisational Awareness and Commitment - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Personal Attributes - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Planning and Organising - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Predictive Dialler ROI Calculator
Calculates the value from increased call rates - workout your own ROI business case … View
priTel's Rule 75 - Efficiency & Stress Guage (Excel Model)
Use these tools to check efficiency and stress levels of your call centre … View
Problem Solving Decision Making - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Processes - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Project Manager - Job Description (Free Toolkit)
Full role/job description for a Project Manager … View
Quality Analyst - Interview Questions (Free Toolkit)
Full set of competency interview questions … View
Quality Analyst - Job Description (Free Toolkit)
Full role/job description for a Quality Analyst … View
Quality Coach - Job Description (Free Toolkit)
Full role/job description for a Quality Coach/Analyst … View
Quality Coach - Job Description 1 (Free Toolkit)
Full role/job description for Quality Coach/Analyst … View
Quality Key Criteria - Job Description Additions (Free Toolkit)
Additional key criteria for a Quality Analyst Job Description … View
Quality Manager - Job Description 1 (Free Toolkit)
Full role/job description for Quality Manager/Analyst … View
Quality Orientation - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Real Time Forecast Revisor - Daily
Ascertain simply how the day will turn out at anytime. Merely input actual total calls at anytime to discover total revised forecast outturn for da… View
Real Time Forecast Revisor - Daily - (blank)
Ascertain simply how the day will turn out at anytime. Merely input actual total calls at anytime to discover total revised forecast outturn for da… View
Real Time Forecast Revisor - Weekly
Ascertain simply how the day will turn out at anytime. Merely input actual total calls at anytime to discover total revised forecast outturn for da… View
Real Time Forecast Revisor - Weekly - (blank)
Ascertain simply how the day will turn out at anytime. Merely input actual total calls at anytime to discover total revised forecast outturn for da… View
Relationship Building - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Requirements for Call Monitoring
Covers all advisor quality monitoring requirements to deliver the perfect call … View
Resilience Tenacity - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Resource and Quality Manager - Job Description (Free Toolkit)
Full role/job description for Quality and Resource Manager … View
Resource Key Criteria - Job Description Additions (Free Toolkit)
Additional job criteria for a Resource Planner role … View
Resource Planner - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Resource Planner - Job Description 1 (Free Toolkit)
Full role/job description for a Resource Planner … View
Resource Planner - Job Description 2 (Free Toolkit)
Full role/job description for a Resource Planner … View
Resource Planner - Job Description 3 (Free Toolkit)
Full role/job description for a Resource Planner … View
Result Orientation - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Sales Experience Sales Aptitude - Interview Questions (Free Toolkit)
Full set of competency based inteview questions … View
Self Confidence - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Self Motivation & Development - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Senior Call Centre Advisor - Job Description (Free Toolkit)
Full role/job dscription for a senior call centre advisor … View
Staff Attrition Risks Associated with Increasing the Working Window
Assess staff who may be at risk with increasing the length of opening times … View
Strategic Thinking - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Team Leader - Job Description 1 (Free Toolkit)
Team Leader role description … View
Team Leader - Job Description 2 (Free Toolkit)
Full role/job description for Team Leader … View
Team Manager - Interactive Exercise
An interactive (role play) exercise for Team Manager/Team Leader level … View
Team Manager - Interactive Exercise Mark Sheet
A Marking sheet which accompanies the Interactive Exercise "Back to Front" … View
Team Manager - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Teamworking - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Technical Knowledge - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Technology - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Telesales Advisor - Inbound Interactive Exercise
Telesales inbound advisor role play featuring customer service, answering initial enquiry. Going on to promote and sell an additional sports channe… View
Telesales Advisor - Inbound Interactive Exercise Mark Sheet
A marking sheet which accompanies the interactive exercise "Add Sports channel" … View
Telesales Advisor - Outbound Interactive Exercise
Telesales outbound advisor role play featuring a call to offer sports channel at promotional rates … View
Telesales Advisor - Outbound Interactive Exercise Mark Sheet
A marking sheet which accompanies the interactive exercise "Sports Channel" … View
Trainer 1 - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Trainer 2 - Interview Questions (Free Toolkit)
Full set of competency based interview questions … View
Training Officer - Job Description (Free Toolkit)
Full role/job description for Training Officer … View
Work Activity Modes (WAMs) - Advisor Tracking Stage 1
WAM tracking - Exception Report for staff with over 20% Wrap … View
Work Activity Modes (WAMs) - Advisor Tracking Stage 2
WAM Exception Report - Tracks staff with Wrap over 15% and Ready below 80% … View
Work Activity Modes (WAMs) - Call Centre 1
For Advanced Excel users only - reporting for Work Activity Modes (Includes running averages for Occupancy & Ready) … View
Work Activity Modes (WAMs) - Call Centre 2
For Advanced Excel users only - reporting for Work Activity Modes (Includes running averages for Occupancy & Ready) … View
Work Activity Modes (WAMs) - Monthly League Competition
Fixtures and league tables for team competition to improve Ready (Talk + Available time) … View
Work Activity Modes (WAMs) - Set-up Guidelines
Documents to support Work Activity Mode implementation - including staff handouts. … View
Work Activity Modes (WAMs) - Team Reporting
Team reporting for Work Activity Modes - records each WAM (Talk, Available, Wrap, Breaks) together with Occupancy and Ready by both time and percen… View
Z Test Abandoned Calls
Admin test … View
Z Test TK 3T
3 … View