Call Centre Answers

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Subject Author Created Views Posts
Utilization calculation Marianne 3rd Mar '08 25144 16
Voice and Non-Voice in Process Means in BPO Abhinav 21st Jan '16 13602 5
What Exactly is FTE? King 7th Oct '08 9975 22
Agent Login productivity Rakesh 13th Sep '05 9874 13
Industry Standards For Calling Times Gary 13th Jan '04 9647 13
Action Plans Pushkar 4th Mar '04 9531 2
Calls Per Hour Calculation Andy 16th Mar '12 6615 3
Suggest Another name for a call center agent Wael 10th Jan '18 5506 3
Call Center FTE based on Calls Per month Venita 5th Dec '17 5432 6
Bidding for Shifts Rachana 7th Jul '05 5334 15
AHT Glide Path Jeff 16th Oct '06 5100 7
Agent to Team Leader ? Help ! Stalin 25th Mar '05 5098 6
Should agents/associates give their full name ??? Richard 16th Dec '02 4154 9
ASA Calculation Check Mathew 24th Oct '19 4042 2
WFM Scheduling Issues (IEX TotalView) Sabu 9th Feb '06 4037 12
GDPR and Outbound calls Naomi 18th Oct '19 3511 2
Call Centre Reporting Metrics such as AHT Eric 15th May '10 3401 3
Best way to forecast call volume (long term) Jurgen 9th May '17 3356 3
Top 5 WFM Tools Ian 27th Jun '05 3246 10
How is IEX different from Erlang C Pamposh 18th Feb '10 3180 5
Call Center Seating Michael 6th Jul '07 3085 13
The Meaning of ACR in Outbound Call Center rahul 24th Jun '17 3037 4
Is there a link between Average Speed of Answer and Service Level? Anon 21st May '16 2955 4
Service Level Vs Abandonment Rates Laura 15th Oct '09 2784 2
FTE Requirement Pemba Lama 16th Apr '10 2682 12
Scheduling breaks/ lunches in an excel report Danny 27th Sep '17 2611 3
Colors in a call center Marianne 18th Jun '03 2499 12
what is MIS with reference to a call centre, how does MIS work shantanu 28th Sep '03 2430 7
IVR - TOP 3 Call Drivers Thomas 25th Nov '08 2370 7
Calculating Resource Requirements Christopher 12th Jun '03 2194 10
How to calculate average call per hour per agent & per the whole center Scott 13th Feb '18 2051 2
Dropped/Silent Calls Paul 5th Mar '07 1865 28
Overflow calls Marina 12th Nov '19 1833 2
Agent Name Appearing twice in Reports Robert 16th Oct '19 1824 2
AgentsFTE in CallCenter Helper Excel Calc jumps Lex 26th Sep '19 1792 3
Ideas for Reducing AHT Sara 27th Jan '05 1770 28
Back Office Service Level Kathryn 17th Jan '17 1695 8
How do you Calculate outbound Abandonment - Ofcom? Darren 7th Mar '09 1672 6
Fte calculation Aauyushii 18th Jul '19 1659 2
How do call Center brokers get new clients? Jeff 2nd Nov '17 1642 3
Staffing to abandon rate v Staffing to service level David 8th Apr '11 1638 7
Need to make a MIS report for a call center within 24 hours Siddharth 17th Apr '03 1556 3
What is the standard calls per subscriber rate in South Asia? Mazedur 6th Oct '19 1550 2
How calculate fte benefits of AHT reduction Ian 8th Dec '17 1504 2
Call recording & notifying customers Elaine 28th Sep '05 1415 17
Calculation to Forecast Abandoned Rates (or Call Handled / Capacity) Sanjay 13th Apr '17 1409 3
ISCC Call transfers-Genesys Hiranjith 23rd Mar '06 1403 7
Scheduled Breaks? Anon 27th Oct '03 1402 5
Industry standard for Idle time? Dave 21st Mar '05 1346 6
Call Centre Headset Policies shalini 12th Mar '07 1339 3
Forecasting with only 12 months of data sanjiv 9th Aug '16 1327 4
How to generate individual forecast by contact type or management unit bpalmer28 29th Jun '16 1310 4
Long AHTs, small volumes, erlang breaking down? D 19th Sep '19 1297 3
COPC attrition calculation Tom 31st May '19 1285 2
Customer Feedback for ASA Tracey 10th Jul '19 1281 2
How can I get a good call center project Maya 22nd Dec '18 1263 2
How do we calculate productivity while doing outbound callings Shailesh 28th Jun '17 1242 3
Anticipated Wait Times Brian 27th Sep '19 1228 2
Industry standard wrap time against call time Mark 20th Feb '09 1223 6
Service Level Calculations Percentage Kelly 26th Jun '02 1208 8
Easter Sunday - The Rules??? Simon 21st Feb '05 1204 11
Shrinkage Formula Abhishek 14th Dec '18 1201 3
HC Calculation for a Data Process mo 2nd Dec '08 1200 13
Forecast Benchmarks Stuart 3rd Jan '02 1185 12
Strategies for dealing with massive call peaks on one day Danny 5th Sep '17 1171 3
Back Office Document Process – FTE Calculation Help Richie 26th May '16 1166 2
Dials Vs DMC's Dave 14th Feb '03 1160 3
Industry Standard- Infant attrition rate and Training quality swapnil 5th Jun '17 1138 2
IEX...and schedule generation Conlaoth 3rd Feb '10 1130 3
Avaya Agents Jumping out of after call Sean 16th Feb '07 1114 5
Predicted Service Level based on changing Agents H 20th Sep '19 1113 2
Erlang C Calculator Excel – Inc Shrinkage & Excel Add-in Ilya 5th Apr '17 1082 2
Setting up a small call center Philip 3rd Mar '08 1075 36
Staffing Variance equation - daily B 21st Apr '06 1070 4
Avaya CMS Supervisor - Next call for agent Kristof 12th Jul '18 1067 5
Hourly Capacity for email process kiran 14th Jun '19 1066 2
Example of a Telephone Sales Hook Steve 19th Nov '17 1019 2
Forecasting % calls answered and Service Level Justin 1st Feb '17 1012 2
What is the Difference Between VOIP & IPLC? Mayur 4th May '03 1004 7
Register a call centre in the UK Emam 18th Dec '19 1003 4
Outbound capacity planning... Jaimie 14th Feb '12 977 4
The best method for calculating PCA% Neil 1st Jul '16 931 3
Lack of experience led to some problems. Conor 9th Sep '17 920 2
Calls per hour KPI Kimberley 23rd Aug '19 905 2
FTE and Per Call billing Calculation Shuabe 2nd Aug '17 899 2
Inbound abandon rate Thomas 17th Feb '09 893 19
How you approach UK and US clients for call center services? Ayah 28th Mar '18 888 2
Idle and Wrap up Times Phil 20th Feb '05 864 7
How do i get more business in my call centre mrs 9th Jun '19 839 2
Service level predictions Sunny 12th Sep '16 813 6
AVAYA CMS Scripting VIA VBA Paul 18th Apr '06 796 2
Reducing noise in call centres Gabriella 26th Apr '06 757 9
Chat Concurrency Chris 23rd Feb '18 753 2
Service Grade Calculation M Peter 26th Mar '17 745 3
FTE required Smiriti 30th Mar '19 744 3
What is the Minimum Number of OB Agents with a Predictive Diallers Dave 1st Oct '04 743 20
Behind on responding to new leads coming in. Camile 2nd Nov '17 731 2
Where to start? maria 20th Dec '18 722 3
Excel File Not Found with Max. Occupancy Limitation Noman 13th Aug '17 718 2
CMS Supervisor Angie 31st Dec '19 718 6
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