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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 | |
|---|---|---|---|---|---|
| Performance-based bonus/malus scheme for outsourced call centres | 22 hours ago | FrançoisJOUANDET | 20th Jan '21 | 0 | |
| Who is using 8x8 or Puzzel with full Microsoft Teams integration? | 7 days ago | TeresaWhalen | 10th Dec '20 | 1 | |
| Homeworking Compensation | 7 days ago | Melissa Philp | 14th Jan '21 | 1 | |
| How does your CC manage IT issues when you have agents WFH? | 7 days ago | KarenBolton | 14th Jan '21 | 1 | |
| Staff motivation while working from home | 7 days ago | CF | 11th Jan '21 | 1 | |
| High sickness and absence in temporary staff | 1 week ago | Amanda7 | 30th Nov '12 | 6 | |
| Bad Performance Feedback | 1 week ago | MennaAshraf | 18th Nov '20 | 2 | |
| Industry Standard for Transfer Rates? | 1 week ago | StaceyWatene | 7th Jan '21 | 1 | |
| Laws on Headsets | 2 weeks ago | Laura | 11th Jul '02 | 13 | |
| I want to calculate interval wise agent required with 80 % SL And 95% AL | 2 weeks ago | NitishKumar | 28th Dec '20 | 1 | |
| CSAT Question? | 1 month ago | DougieMorrison | 28th Nov '20 | 1 | |
| Post Covid-19 hybrid (home/office based) customer service centres | 1 month ago | DianeMcLellan | 11th Dec '20 | 1 | |
| Service Level | 1 month ago | Vinod Kumar | 30th Nov '20 | 2 | |
| Difference between Occupancy and Utilization | 1 month ago | vk | 17th Jan '18 | 4 | |
| Planned Shrinkage for Full Time & Part Time Staff | 2 months ago | RobJones | 22nd Nov '20 | 1 | |
| Calculation of answered calls for a specific nb of agents | 2 months ago | SuzanneMartin | 26th Nov '20 | 1 | |
| Determine FTE for an email queue | 2 months ago | ColinH | 25th Nov '20 | 1 | |
| Increasing AHT | 2 months ago | JH | 18th Nov '20 | 1 | |
| FTE requirements to cover all opening hours | 2 months ago | DaveAustin | 21st Oct '20 | 2 | |
| training for sales | 2 months ago | ayaelawad | 9th Nov '20 | 1 | |
| FTEs required | 2 months ago | SatyamKumar | 10th Nov '20 | 1 | |
| How to manage a high call volume with less agents | 3 months ago | sunandakadam | 4th Nov '20 | 1 | |
| WFM Options | 3 months ago | JamesMiles | 3rd Nov '20 | 1 | |
| CONTACTS / TENDERS / WORK | 3 months ago | KashKhan | 3rd Nov '20 | 1 | |
| Onshoring V offshoring | 3 months ago | HollyBruce | 3rd Nov '20 | 1 | |
Most Viewed Topics
| Topic | Posts | Views |
|---|---|---|
| How to Calculate the Number of Agents Required | 30 | 236564 |
| Actual Required FTE Calculation | 22 | 63891 |
| How do you deal with Call Escalation? | 8 | 63806 |
| Games ideas for an Office Olympic themed incentive | 5 | 58673 |
| Difference between Occupancy and Utilization | 5 | 44862 |
| What should we call our front line call centre staff? | 16 | 42496 |
| What is a Business Dress Code these Days? | 12 | 42045 |
| Voice and Non-Voice in Process Means in BPO | 6 | 40520 |
| Utilization calculation | 10 | 36036 |
| FTE Calculations | 16 | 35073 |
| Key metrics to include in the SOW | 3 | 32755 |
| AHT Glide Path (Learning curve) calculation | 3 | 32257 |
| Quality Monitoring Forms | 46 | 31830 |
| FTE Calculation Question | 16 | 30754 |
| Regulations on outbound calling times | 2 | 30721 |
| Formula to calculate the call resolution | 7 | 30493 |
| I need a good name for a new Contact Centre | 7 | 30062 |
| Forecasting Service Levels in absence of WFM | 13 | 29378 |
| Industry Average- Acceptable Wait Time? | 10 | 28956 |
| How to calculate AHT manually | 17 | 26074 |
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