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A selection of questions and answers from the Call Centre Helper and Call Centre Voice communities.

red stadium seats

959

Call Center Seating

fte definition

3,469

What Exactly is FTE

hello name badge

177

What Should We Call Our Front Line Call Centre Staff?

different times on clocks

646

Regulations On Outbound Calling Times

Calculating Service Levels

1,188

Forecasting Service Levels In Absence of WFM

yellow phone

560

Number of Times to Call a Client

name on building

I Need A Good Name for A New Contact Centre

requirement word on puzzle piece

5,723

To Determine FTE Requirements

livechat on laptop

1,151

Erlang C for Chat?

measure the word success

384

Key Metrics to Include In the SOW

FTE Calculation

676

FTE Calculation Question

business people having fun while racing on office chairs

1,896

Games Ideas for An Office Olympic Themed Incentive

Staffing Calculations for Emails

2,891

Staffing Calculator for Email Queues

formula board

660

AHT Baselining Through Time & Motion Study

Monitor concept with magnifying glass

649

How Do Other People Quality Monitor Their Calls?

calculator screen

824

COPC Attrition Calculation

linked wooden people

470

How to Calculate Occupancy On Back Office

FCR - First Call resolution - Problem Solved

95

Formula to Calculate the Call Resolution

Concurrency in Chat

5,907

What is the Formula for Concurrency In Chat Support

pin on the map

1,115

What Do You Tell Customers When They Ask for Your Location?

Pink phone with cat waiting by it

1,245

Industry Average- Acceptable Wait Time?

Arrows aims at a dartboard target.

9,902

Interview Question: Do You Have Experience Working Towards Targets and KPIs

repeat

1,380

How Do You Measure Repeat Call Rate?

bidding

757

Bidding for Outsource Business

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