Community Forum

Welcome to the new Call Centre Helper Community!

We have integrated all our community sections into one - This includes our Call Centre Helper Forum, the Call Centre Helper Questions and Answers, along with CallCentreVoice.

Recently Active Topics

Topic Last Updated Started by Started on Replies
Call Center Billing Rates 5 days ago ChristopherMcBride 15th Sep '21 0
Online Erlang Calculator versus Excel version 7 days ago ConorTwomey 13th Sep '21 0
Quality Team Structure 1 week ago RobertGordon 10th Sep '21 0
SL prediction with specific capacity 2 weeks ago ElenaAthanasakou 6th Sep '21 0
Wallboard Help 3 weeks ago paulflanagan 5th Aug '21 2
Break times for call centre 3 weeks ago MaameAcquah 2nd Sep '21 0
Call Center Manager Goals 4 weeks ago Karen 24th Aug '21 1
Delivery if cross skilled agent is on avail for entire interval 4 weeks ago BikramjeetVirdi 24th Aug '21 1
What is a Business Dress Code these Days? 4 weeks ago Ann-Marie 17th Oct '06 12
Zendesk shift planner 4 weeks ago SallyJackson 19th Aug '21 1
how to calculate FTE if i have the below data? 1 month ago MohamedOsama 13th Aug '21 1
Scenario to test a Workforce Planner 1 month ago JimButler 11th Aug '21 1
WFM & workload distribution 2 months ago JamieS 3rd Aug '21 1
Call Centre Verification - Financial Services 2 months ago ChrisHicks 29th Jul '21 2
Edit staff required in iex 2 months ago MilesLiang 30th Jul '21 1
Performance goals and metrics for CSRs and Supervisors 2 months ago LynnetteLemon 11th Jul '21 2
Number of supervisors 2 months ago RalphMacks 23rd Jul '21 1
Free Forecasting Excel Template 2 months ago YadavagiriGovindaraj 24th Jul '21 1
Ok, ready to be stumped on monhtly required FTE with a wonky service level? 2 months ago FreddyFlynn 22nd Jul '21 1
CTC 2 months ago zeinab Ayash 2nd Jul '21 1
Best way to calculate resource required for email demand 2 months ago FaizalMindhola 8th Jul '21 1
Benchmarking 2 months ago DianeMcLellan 12th Jul '21 1
Workforce Management Tool 2 months ago NiallKimber 12th Jul '21 1
Are transferred calls normally counted in KPIs? 2 months ago HelenCola 15th Jul '21 3
Lunch schedule with small staff and short hours 2 months ago AnthonyPatterson 18th Jun '21 2
 

Most Viewed Topics

Topic Posts Views
How to Calculate the Number of Agents Required 30 257013
What is a Business Dress Code these Days? 13 85061
Actual Required FTE Calculation 24 82963
How do you deal with Call Escalation? 9 78940
Games ideas for an Office Olympic themed incentive 5 70075
Voice and Non-Voice in Process Means in BPO 6 68934
Difference between Occupancy and Utilization 5 60572
What should we call our front line call centre staff? 16 53764
Utilization calculation 10 48899
FTE Calculations 18 48398
AHT Glide Path (Learning curve) calculation 4 44884
Key metrics to include in the SOW 3 43994
Quality Monitoring Forms 46 43224
FTE Calculation Question 16 42717
Regulations on outbound calling times 2 42172
Formula to calculate the call resolution 7 41818
I need a good name for a new Contact Centre 7 41408
Forecasting Service Levels in absence of WFM 13 41285
Industry Average- Acceptable Wait Time? 10 40305
How to calculate AHT manually 19 39087