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Call Centre Questions

IVR phone options

What Percentage of Callers Abandon in an IVR?

clock interval

Forecasting In 15 Minute Intervals

Time and calendar concept

How Do You Calculate Chat Occupancy?

lady leaning on clock

What’s the Ideal Balance for Agent Break Times?

statistics sheet

Do You Include All Abandoned Calls Within Your Statistics?

hand holding handset of vintage phone isolated on bright yellow background

How Do You Measure Repeat Call Rate?

View of the back of a sports coach

What Is the Best Way to Coach a Phone Call?

Non Critical errors

Non Critical Error Calculation

Forecast, graph, concept

Forecasting Call Volumes and AHT

absent chess piece

What is the Difference Between Absenteeism and Shrinkage?

Should Advisors Be Allowed to Eat at Their Desks?

puzzle piece being lifted to reveal the words root cause

Call Types – Root Cause Analysis

staffing cogs

Workforce Management Best Practice

chat computer

Chat Operations Capacity Planning

dpa keypad

DPA – When Does It Apply?

grade paper

Grade of Service Formulas

Woman holding gift card

Initiatives to Increase Productivity

Map with pin points on it

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

Is it Okay to Have Couples in the Same Team?

How do I Make My CV Really Special?

clip board with an action plan template

Data Protection Act

Data Protection Question

weekly planner

FTE Required Weekly With 90% SLA In 30 Secs and 80% SLA In 20 Sec

Calculating Service Levels

Forecasting Service Levels In Absence of WFM