Hi,
I recently heard a term used regarding staffing levels. It was something like FDA or FDR?
Any help would be appreciated!
Staffing Terms
Call Centre Helper Forum » Call Centre Management
(3 posts)
Could it have been FCR. This is First Call Resolution (solving the customer's problem on the first call).
Posted 1 year ago
Or possibly FTE. This means Full Time Equivalent and is often used when a call centre employs a lot of part-time staff e.g. the team is made of 20 part-time agents which equates to an FTE of X.
Posted 1 year ago
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