Featured Toolkits
ACD Custom Reports 2
Content for your own designer ACD reportsView
ACD Custom Reports Hierarchy
When developing custom reports you will need a whole hierarchy from agent level to call...View
Achievement Energy - Interview Questions (Free Toolkit)
Full set of competency interview questionsView
Analytical Thinking - Interview Questions (Free Toolkit)
Full set of competency interview questionsView
Appraisal System Documentation 1
Appraisal system documentation to carryout regular performance reviewsView
Balanced Scorecard of KPIs & Objectives (All Levels)
Balanced Scorecard indicating performance targets for all levels of staff. Including Timeliness & Quality on...View
Business Analyst - Job Description (Free Toolkit)
Full role/job description for Business AnalystView
Call 'Type' Tracking Process Flow
Develop a process for establishing your call 'types'for avoidance. (Youcan get Visio Viewer from this...View
Call and Contact Centre Manager - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Call Centre Advisor - Job Description 1 (Free Toolkit)
Full job/role description for a Call Centre AdvisorView
Call Centre Advisor - Job Description 2 (Free Toolkit)
Full role/job description for Call Centre AdvisorView
Call Centre Advisor - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Call Monitoring Form - 1
Coaching form for quality monitoringView
Call Monitoring Form - 2
Quality monitoring formView
Call Monitoring Form - 3
Call quality monitoring form identifying voice and tone standardsView
Call Monitoring Form - Outbound Sales 1 (Criteria)
Call Monitoring form for outbound telesales - weighted criteriaView
Call Monitoring Form - Outbound Sales 1 (Feedback)
Quality monitoring advisor feedback form for outbound salesView
Call Monitoring Form - Outbound Sales 1 (Scores)
Quality Monitoring form score sheet for outbound salesView
Call Monitoring Form - Outbound Sales 1 (Team Spread)
Quality monitoring spreadsheet to capture scores from advisors to team/CC levelView
Call Monitoring Form - Outbound Sales 2 (Criteria)
Call monitoring from for outbound sales - weighted criteriaView
Call Monitoring Form - Outbound Sales 2 (Feedback)
Quality monitoring advisor feedback form for outbound salesView
Call Monitoring Form - Outbound Sales 3
Outbound sales quality monitoring formView
Call Monitoring Form - Tele-skills Assessment
Tele-skills Assessment Form identifying positive and negative indicators for monitoringView
Call Monitoring Form - Tele-skills Assessment (Comments)
Tele-skills Assessment Form including positive and negative indicators. Form includes space for observation commentsView
Call Monitoring Form - Tele-skills Assessment (Results Bars)
Compliments Word documents - takes input reults and provides bar charts for individual, team or...View
Call Monitoring Form - Telemarketing
Quality monitoring form for telemarketing campaignsView
Call/Contact Centre Manager - Job Description 1 (Free Toolkit)
Full role/job description for a Call/Contact ManagerView
Call/Contact Centre Manager - Job Description 2 (Free Toolkit)
Full job/role description for a Call/Contact Centre ManagerView
Call/Contact Centre Manager - Job Description 3 (Free Toolkit)
Full role/job description for Call/Contact Centre ManagerView
Call/Contact Centre Manager Outsourcing - Job Description (Free Toolkit)
Full role/job description for Outsourcing Call/Contact ManagerView
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...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...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...View
CC Calculators - Agent Nos. to Occupancy Levels
Get an idea of the occupancy levels of agents during various time segments. Non-Erlang/SLView
CC Calculators - Agents & Occupancy
Get an idea of how many agents required per 30 mins at given occupancy levels...View
CC Calculators - Erlang Calculator
For given service level and call variables, calculates - Agents, trunks, service level, percent queues,...View
CC Calculators - Occupancy Levels to Agent Nos.
Get an idea of how many agents required for various time segments at given occupancy...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 modelView
Change Focus - Interview Questions (Free Toolkit)
Full set of competency interview questionsView
Client Account Manager - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Communications Manager - Interview Questions (Free Toolkit)
A full set of competency based interview questionsView
Costs - Per Call / Agent / Revenue / Profit
Calculate Agent costs per hour, costs per call, revenue per call, profit per call, total...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 questionsView
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 InterviewView
CV & Interview Selection Scorer (Contact Centre Manager) (Template)
Use this template to score CVs or to use for interview scoringView
CV & Interview Selection Scorer (Team Coach)
Use this to both screen CVs and sore at InterviewView
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 InterviewView
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...View
Daily & Cumulative Volumes, ART & SL
Be able to track performance daily and cumulatively against targetView
Daily 6wk Trend by 30 mins 0800-1800 - Fridays
Track daily trends for day on day for 6wks by 30 min intervals. You can...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...View
Day Week Month & YoY Perf Data
Track Perfromance by day, week and month - compare with previous year - tracks Calls...View
Diversity Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Employment Contract - Call Centre Advisor
Full contract details from appointment for Call Centre AdvisorView
Facilities Management Assistant - Job Description (Free Toolkit)
Full role/job description for facilities management assistantView
Facilities Manager - Job Description (Free Toolkit)
Full role/job description for a Facilities ManagerView
Flexibility Adaptability - Interview Questions (Free Toolkit)
Full set of competency based questionsView
Floor Performance Manager - Job Description (Free Toolkit)
Full role/job description for a Floor Performance ManagerView
General - Interview Questions (Free Toolkit)
Full set of general questions to accompany competency based questionsView
Innovation / Initiative - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Interpersonal Awareness - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Interview Questions - Template 1 (Free Toolkit)
Blank template to be used in conjunction with interview questionsView
Interview Questions - Template 2 (Free Toolkit)
Blank template to be used for interview questionsView
Job Description - Specimen (Free Toolkit)
Write your own job descriptions with this specimenView
Job Description Template (Free Toolkit)
Blank Job Description template for you to write your ownView
Leadership - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Letter Varying Terms & Conditions
Specimen letter varying T & Cs covering removal of flexi-time and increasing the working window...View
Making Things Happen - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
MIS Analyst - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
MIS Analyst - Job Description 1 (Free Toolkit)
Full role/job description for an MIS AnalystView
MIS Analyst - Job Description 2 (Free Toolkit)
Full role/job description for MIS AnalystView
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 callsView
Motivating Others - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Objection Handling for Outbound Upsell - (Free Toolkit)
It is important that we handle any customer objection correctly and efficiently in order to...View
Operations Manager 1 - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Operations Manager 2 - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Organisational Awareness and Commitment - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Personal Attributes - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Planning and Organising - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Predictive Dialler ROI Calculator
Calculates the value from increased call rates - workout your own ROI business caseView
priTel's Rule 75 - Efficiency & Stress Guage (Excel Model)
Use these tools to check efficiency and stress levels of your call centreView
Problem Solving Decision Making - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Processes - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Project Manager - Job Description (Free Toolkit)
Full role/job description for a Project ManagerView
Quality Analyst - Interview Questions (Free Toolkit)
Full set of competency interview questionsView
Quality Analyst - Job Description (Free Toolkit)
Full role/job description for a Quality AnalystView
Quality Coach - Job Description (Free Toolkit)
Full role/job description for a Quality Coach/AnalystView
Quality Coach - Job Description 1 (Free Toolkit)
Full role/job description for Quality Coach/AnalystView
Quality Key Criteria - Job Description Additions (Free Toolkit)
Additional key criteria for a Quality Analyst Job DescriptionView
Quality Manager - Job Description 1 (Free Toolkit)
Full role/job description for Quality Manager/AnalystView
Quality Orientation - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Real Time Forecast Revisor - Daily
Ascertain simply how the day will turn out at anytime. Merely input actual total calls...View
Real Time Forecast Revisor - Daily - (blank)
Ascertain simply how the day will turn out at anytime. Merely input actual total calls...View
Real Time Forecast Revisor - Weekly
Ascertain simply how the day will turn out at anytime. Merely input actual total calls...View
Real Time Forecast Revisor - Weekly - (blank)
Ascertain simply how the day will turn out at anytime. Merely input actual total calls...View
Relationship Building - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Requirements for Call Monitoring
Covers all advisor quality monitoring requirements to deliver the perfect callView
Resilience Tenacity - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Resource and Quality Manager - Job Description (Free Toolkit)
Full role/job description for Quality and Resource ManagerView
Resource Key Criteria - Job Description Additions (Free Toolkit)
Additional job criteria for a Resource Planner roleView
Resource Planner - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Resource Planner - Job Description 1 (Free Toolkit)
Full role/job description for a Resource PlannerView
Resource Planner - Job Description 2 (Free Toolkit)
Full role/job description for a Resource PlannerView
Resource Planner - Job Description 3 (Free Toolkit)
Full role/job description for a Resource PlannerView
Result Orientation - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Sales Experience Sales Aptitude - Interview Questions (Free Toolkit)
Full set of competency based inteview questionsView
Self Confidence - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Self Motivation & Development - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Senior Call Centre Advisor - Job Description (Free Toolkit)
Full role/job dscription for a senior call centre advisorView
Staff Attrition Risks Associated with Increasing the Working Window
Assess staff who may be at risk with increasing the length of opening timesView
Strategic Thinking - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Team Leader - Job Description 1 (Free Toolkit)
Team Leader role descriptionView
Team Leader - Job Description 2 (Free Toolkit)
Full role/job description for Team LeaderView
Team Manager - Interactive Exercise
An interactive (role play) exercise for Team Manager/Team Leader levelView
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 questionsView
Teamworking - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Technical Knowledge - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Technology - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Telesales Advisor - Inbound Interactive Exercise
Telesales inbound advisor role play featuring customer service, answering initial enquiry. Going on to promote...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 ratesView
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 questionsView
Trainer 2 - Interview Questions (Free Toolkit)
Full set of competency based interview questionsView
Training Officer - Job Description (Free Toolkit)
Full role/job description for Training OfficerView
Work Activity Modes (WAMs) - Advisor Tracking Stage 1
WAM tracking - Exception Report for staff with over 20% WrapView
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...View
Work Activity Modes (WAMs) - Call Centre 2
For Advanced Excel users only - reporting for Work Activity Modes (Includes running averages for...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...View