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

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