Links and resources

If you'd think there's a site that should be linked to here, then please drop us a line with details to link@darrylbeckford.co.uk

Organisations

Direct Marketing Association - The Direct Marketing Association UK is Europe's largest trade association in the marketing and communications sector. It was formed to protect the direct marketing industry from legislative threats and promote its development.

The DMA's Contact Centre Council - The DMA Contact Centre & Telemarketing Council is focussed on helping DMA members find a secure and stable future, by providing high quality through adherence to the very best industry standards and creativity.

Call Centre Association - The CCA is the professional body for customer contact centres in the UK. The CCA promotes the delivery of best practice through a variety of methods.

Call Centre Management Association - Professional Association for Call Centre Managers and Supervisors.

CallNorthWest - CNW is an organisation funded by the northwest development agency and is committed to making the North West the premier location for call centres in the UK.

CCMA Ireland - Call Centre Management Association, Ireland.

Professional Planning Forum - Promoting best practice in call centre resource planning

Useful things

Penguin programming - Penguin Programming aim to provide a cost-effective solution to resource planning without having to invest in large scale Workforce Management Systems.

Phil Stubbs's erlang calculator - An easy to use & free calculator that I find exceedingly useful when needing quick traffic calculations in the early stages of planning a campaign.

Kooltoolz - Where you can download ccModeller, a traffic calculator and basic staffing tool. Well worth a look.

i-call - A network call centre provider.

OFCOM website - List of reserved DQ numbers and LCR network access codes.

HSE Circular - A recent HSE circular with advice regarding call centre working practices.

HR practice in local authority contact centres - report outlines the range of HR practice in local authority contact centres.

Forums, directories and publications

Call Centre Voice - The UK's Best Resource for Call Centre professionals.

Call Centre Focus - Website of Call Centre Focus, the UK's leading call centre publication.

Call Centre Gurus - A blog with entries by call centre professionals.

Call Center Guide - Source for call centre products and services, including predictive diallers, ACD and PBX providers, call centre software, recording and monitoring solutions, workforce management software, call centre lists, training and consulting, inbound and outbound call centres, phone headsets, outsourcing resources and call centre jobs. Mostly US.

Call Center Helper - A site which aims to provide you with the best call centre help and advice.

CallCentres.net - Call Centre resource site.