Call Centre Answers

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Subject Author Created Views Posts
How to get first client? Michael 24th Jan '06 19439 9
Utilization calculation Marianne 3rd Mar '08 15577 16
FTE King 7th Oct '08 7779 22
Action Plans Pushkar 4th Mar '04 7752 2
Industry Standards For Calling Times Gary 13th Jan '04 7693 11
Voice and non-voice in BPO Abhinav 21st Jan '16 7605 5
Agent Login productivity Rakesh 13th Sep '05 7487 11
Agent to Team Leader ? Help ! Stalin 25th Mar '05 4962 6
Calls Per Hour Calculation Andy 16th Mar '12 4682 3
Bidding for Shifts Rachana 7th Jul '05 4563 15
Suggest Another name for a call center agent Wael 10th Jan '18 4195 3
AHT Glide Path Jeff 16th Oct '06 4154 7
Should agents/associates give their full name ??? Richard 16th Dec '02 3397 9
Call Centre Reporting Metrics such as AHT Eric 15th May '10 3101 3
Best way to forecast call volume (long term) Jurgen 9th May '17 2765 3
FTE Requirement Pemba Lama 16th Apr '10 2515 12
Service Level Vs Abandonment Rates Laura 15th Oct '09 2439 2
Call Center Seating Michael 6th Jul '07 2406 13
Top 5 WFM Tools Ian 27th Jun '05 2290 10
Is there a link between Average Speed of Answer and Service Level? Anon 21st May '16 2257 4
Call Center FTE based on Calls Per month Venita 5th Dec '17 2186 4
The Meaning of ACR in Outbound Call Center rahul 24th Jun '17 2153 4
Colors in a call center Marianne 18th Jun '03 2123 12
WFM Scheduling Issues (IEX TotalView) Sabu 9th Feb '06 2089 9
Calculating Resource Requirements Christopher 12th Jun '03 2044 10
what is MIS with reference to a call centre, how does MIS work shantanu 28th Sep '03 1770 7
Scheduling breaks/ lunches in an excel report Danny 27th Sep '17 1754 3
Dropped/Silent Calls Paul 5th Mar '07 1619 28
IVR - TOP 3 Call Drivers Thomas 25th Nov '08 1617 7
Staffing to abandon rate v Staffing to service level David 8th Apr '11 1535 7
How do you Calculate outbound Abandonment - Ofcom? Darren 7th Mar '09 1499 6
Ideas for Reducing AHT Sara 27th Jan '05 1388 28
How do call Center brokers get new clients? Jeff 2nd Nov '17 1345 3
How to calculate average call per hour per agent & per the whole center Scott 13th Feb '18 1339 2
Need to make a MIS report for a call center within 24 hours Siddharth 17th Apr '03 1307 3
ISCC Call transfers-Genesys Hiranjith 23rd Mar '06 1247 7
Call recording & notifying customers Elaine 28th Sep '05 1210 17
How calculate fte benefits of AHT reduction Ian 8th Dec '17 1195 2
Easter Sunday - The Rules??? Simon 21st Feb '05 1164 11
Industry standard for Idle time? Dave 21st Mar '05 1146 6
Strategies for dealing with massive call peaks on one day Danny 5th Sep '17 1123 3
Forecasting with only 12 months of data sanjiv 9th Aug '16 1122 4
Call Centre Headset Policies shalini 12th Mar '07 1116 3
NICE IEX WFM - How to generate individual forecast by contact type or management unit bpalmer28 29th Jun '16 1108 4
Scheduled Breaks? Anon 27th Oct '03 1103 5
How is IEX different from Erlang C Pamposh 18th Feb '10 1103 5
Industry standard wrap time against call time Mark 20th Feb '09 1095 6
Service Level Calculations Percentage Kelly 26th Jun '02 1068 8
Forecast Benchmarks Stuart 3rd Jan '02 1036 12
Industry Standard- Infant attrition rate and Training quality swapnil 5th Jun '17 1024 2
Calculation to Forecast Abandoned Rates (or Call Handled / Capacity) Sanjay 13th Apr '17 1019 3
Example of a Telephone Sales Hook Steve 19th Nov '17 995 2
Back Office Document Process – FTE Calculation Help Richie 26th May '16 953 2
Call Center set up implementation plan template in Microsoft Project format Helena 18th Mar '18 952 2
Definition of Customer Facing Time (CFT) ? Bill 9th Sep '03 945 2
HC Calculation for a Data Process mo 2nd Dec '08 926 13
Avaya Agents Jumping out of after call Sean 16th Feb '07 924 5
Shrinkage Formula Abhishek 14th Dec '18 921 3
Dials Vs DMC's Dave 14th Feb '03 917 3
Lack of experience led to some problems. Conor 9th Sep '17 894 2
What is the Difference Between VOIP & IPLC? Mayur 4th May '03 878 7
Staffing Variance equation - daily B 21st Apr '06 848 4
IEX...and schedule generation Conlaoth 3rd Feb '10 841 3
Setting up a small call center Philip 3rd Mar '08 836 36
Inbound abandon rate Thomas 17th Feb '09 818 19
Outbound capacity planning... Jaimie 14th Feb '12 794 4
Idle and Wrap up Times Phil 20th Feb '05 791 7
How can I get a good call center project Maya 22nd Dec '18 730 2
AVAYA CMS Scripting VIA VBA Paul 18th Apr '06 729 2
Reducing noise in call centres Gabriella 26th Apr '06 720 9
Erlang C Calculator Excel – Inc Shrinkage & Excel Add-in Ilya 5th Apr '17 709 2
Excel File Not Found with Max. Occupancy Limitation Noman 13th Aug '17 694 2
How to improve my skill more times to apply the call center I did not pass so how to pass my interview questions Arnel 22nd Dec '17 693 2
Behind on responding to new leads coming in. Camile 2nd Nov '17 687 2
Where to start? maria 20th Dec '18 687 3
FTE and Per Call billing Calculation Shuabe 2nd Aug '17 683 2
Avaya CMS Supervisor - Next call for agent Kristof 12th Jul '18 669 5
FTE required Smiriti 30th Mar '19 650 3
Forecasting % calls answered and Service Level Justin 1st Feb '17 644 2
Grade of Service / Abandonment Rate B 11th Nov '03 638 8
How to calculate the need calls to achieve SLA ? Eslam 11th Jan '18 632 2
What is the Minimum Number of OB Agents with a Predictive Diallers Dave 1st Oct '04 626 20
Aspect eWFM technical manual H 17th Apr '07 610 4
Please give clear definition and clear formula, Call offered, Calls that had a service level event, what is abandoned call john 3rd Nov '17 603 3
FTE required weekly with 90% SLA in 30 secs and 80% SLA in 20 sec JoseRD 19th May '17 586 3
How you approach UK and US clients for call center services? Ayah 28th Mar '18 574 2
Merging of 2 different call centre operations Sara 24th Jan '02 568 3
Calculating staffing levels for outbound campaigns Christine 22nd Feb '08 564 4
Calculation for Agent Productivity Cheril Ann 19th Feb '14 560 2
Chat Concurrency Chris 23rd Feb '18 557 2
Agent is very slow on emails Levinia 26th May '17 548 2
The best method for calculating PCA% Neil 1st Jul '16 544 3
Is Resource Planning effective Manish 1st Feb '18 540 2
Resource Calculation for Multiple skills (Languages) Eric 6th Jun '11 535 9
Answer Machine Detection Success Rates Nathan 24th Nov '05 534 21
Interview Procedure in the International Call Centers Alok 2nd Aug '04 529 7
Legal time on phone lines Lisa 20th Nov '17 525 2
Acceptable forecast variance? Dylan 16th Sep '03 523 4
TTY in a Call Center Environment Sean 10th May '02 503 8
Data Protection Act Verification Gavin 31st Oct '06 503 2
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