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
Wallboard Help 2 hours ago paulflanagan 5th Aug '21 1
WFM & workload distribution 1 day ago JamieS 3rd Aug '21 1
Call Centre Verification - Financial Services 1 day ago ChrisHicks 29th Jul '21 2
Edit staff required in iex 3 days ago MilesLiang 30th Jul '21 1
Performance goals and metrics for CSRs and Supervisors 1 week ago LynnetteLemon 11th Jul '21 2
Number of supervisors 1 week ago RalphMacks 23rd Jul '21 1
Free Forecasting Excel Template 1 week ago YadavagiriGovindaraj 24th Jul '21 1
Ok, ready to be stumped on monhtly required FTE with a wonky service level? 2 weeks ago FreddyFlynn 22nd Jul '21 1
CTC 2 weeks ago zeinab Ayash 2nd Jul '21 1
Best way to calculate resource required for email demand 2 weeks ago FaizalMindhola 8th Jul '21 1
Benchmarking 2 weeks ago DianeMcLellan 12th Jul '21 1
Workforce Management Tool 2 weeks ago NiallKimber 12th Jul '21 1
Are transferred calls normally counted in KPIs? 2 weeks ago HelenCola 15th Jul '21 3
Lunch schedule with small staff and short hours 2 weeks ago AnthonyPatterson 18th Jun '21 2
How to maintain track of ghost calls 2 weeks ago VikramYadav 13th Jul '21 1
Klara messaging 2 weeks ago tom 20th Jul '21 1
Shift Bidding WFM 3 weeks ago PaulPearson 14th Jun '21 4
Maternity leave, attrition 3 weeks ago PolinaPetyushik 24th Jun '21 3
Contract!? What to include, what to leave out? 1 month ago BryceM 20th Jun '21 2
Benchmark in direct calls V sales 1 month ago JulieDay 28th Jun '21 1
Average time in minutes to score a call 1 month ago MichaelHesseltine 22nd Jun '21 1
Online Erlang Calculator input questions 1 month ago BillScott 22nd Jun '21 1
Erlang C on Google App Script (Google Sheets) 1 month ago GianlucaMerler 10th Mar '20 3
Outbound Cold Calling - raising funds for charity 1 month ago Karen McClay 18th Jun '21 1
Communication on the phone 1 month ago SuzanneAylmer 16th Jun '21 1
 

Most Viewed Topics

Topic Posts Views
How to Calculate the Number of Agents Required 30 253744
Actual Required FTE Calculation 24 79799
What is a Business Dress Code these Days? 12 79100
How do you deal with Call Escalation? 9 76906
Games ideas for an Office Olympic themed incentive 5 68327
Voice and Non-Voice in Process Means in BPO 6 65179
Difference between Occupancy and Utilization 5 58298
What should we call our front line call centre staff? 16 52026
Utilization calculation 10 46936
FTE Calculations 18 46413
AHT Glide Path (Learning curve) calculation 4 42921
Key metrics to include in the SOW 3 42270
Quality Monitoring Forms 46 41465
FTE Calculation Question 16 40917
Regulations on outbound calling times 2 40417
Formula to calculate the call resolution 7 40081
I need a good name for a new Contact Centre 7 39669
Forecasting Service Levels in absence of WFM 13 39450
Industry Average- Acceptable Wait Time? 10 38567
How to calculate AHT manually 19 37288