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Call Centre Questions

Person sat at desk using calculator to work out staff

How to Calculate the Number of Agents Required in a Contact Centre

Person holding calculator looking at graphs

How to Calculate FTE Requirements Based on Volume

Person writing an using phone

Backoffice FTE Calculation

24 / 7 concept

What is the Minimum Number of Staff Required for a 24/7 Call Centre?

Dice form the expression "zero tolerance"

What is a Zero Tolerance Policy – ZTP?

FTE questions

FTE Calculations for Call Centres

Scheduling Lunch Breaks

How Can I Schedule Breaks and Lunches In An Excel Report?

Capacity planning questions

Call Centre Capacity Planning Templates

Multiple applications at once concept

How to Calculate Concurrency AHT

A coloured block with word FTE. FTE stands for Full Time Equivalent

How to Calculate Required FTE for Inbound Call Volumes

Mission - Value - Vision

Examples of Customer Care Mission Statements

What is the Formula for Concurrency In Chat Support?

Call and Contact Centre Questions: Call Centre Reporting Metrics Such As AHT

Call Centre Reporting Metrics Such As AHT

What are the Legislations on Call Recording?

Woman using computer laptop on wood desk

Erlang C for Chat?

Phone ringing

How Many Seconds is 6 Rings?

Woman Sitting at Computer doing Live Chat

FTE Calculation for Chat

MIS - Management Information System

What is MIS in Call Centre, and How Does it Work?

Person typing on a digital keyboard

How to Improve Agents Typing While Talking and Listening

Call and Contact Centre Questions: Difference Between Occupancy and Utilization

Difference Between Occupancy and Utilization

FTE Full Time Equivalent written on memory notes

What Exactly is FTE?

Call and Contact Centre Questions: Making Notes On Customers Account

Making Notes On Customers Account

Early Warning System on blocks

Points to Cover in an Early Warning System (EWS) Or RAG Analysis

KPI Target concept

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