Call Centre Answers
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Subject Author Created Views Posts
How to get first client? Michael 24th Jan '06 4694 8
Agent to Team Leader ? Help ! Stalin 25th Mar '05 3728 6
Industry Standards For Calling Times Gary 13th Jan '04 3141 11
Agent Login productivity Rakesh 13th Sep '05 3107 9
FTE King 7th Oct '08 2331 22
Action Plans Pushkar 4th Mar '04 1825 2
Call Centre Reporting Metrics such as AHT Eric 15th May '10 1573 3
Bidding for Shifts Rachana 7th Jul '05 1430 14
AHT Glide Path Jeff 16th Oct '06 1417 7
FTE Requirement Pemba Lama 16th Apr '10 1355 12
Calculating Resource Requirements Christopher 12th Jun '03 1352 10
Service Level Vs Abandonment Rates Laura 15th Oct '09 1145 2
Utilization calculation Marianne 3rd Mar '08 933 13
Staffing to abandon rate v Staffing to service level David 8th Apr '11 745 7
Industry Standard- Infant attrition rate and Training quality swapnil 5th Jun '17 730 1
Colors in a call center Marianne 18th Jun '03 674 12
Should agents/associates give their full name ??? Richard 16th Dec '02 647 7
Dropped/Silent Calls Paul 5th Mar '07 585 28
How do you Calculate outbound Abandonment - Ofcom? Darren 7th Mar '09 562 6
Calls Per Hour Andy 16th Mar '12 545 3
Easter Sunday - The Rules??? Simon 21st Feb '05 535 11
ISCC Call transfers-Genesys Hiranjith 23rd Mar '06 491 7
Call Center Seating Michael 6th Jul '07 490 13
IVR - TOP 3 Call Drivers Thomas 25th Nov '08 482 7
Idle and Wrap up Times Phil 20th Feb '05 412 7
Avaya Agents Jumping out of after call Sean 16th Feb '07 399 5
FTE required weekly with 90% SLA in 30 secs and 80% SLA in 20 sec JoseRD 19th May '17 388 3
Top 5 WFM Tools Ian 27th Jun '05 376 10
Is there a link between Average Speed of Answer and Service Level? Anon 21st May '16 374 4
Forecast Benchmarks Stuart 3rd Jan '02 367 12
Need to make a MIS report for a call center within 24 hours Siddharth 17th Apr '03 355 3
Inbound abandon rate Thomas 17th Feb '09 353 19
Scheduled Breaks? Anon 27th Oct '03 337 5
Call Centre Headset Policies shalini 12th Mar '07 328 3
Diallers. Dave 1st Oct '04 312 20
HC Calculation for a Data Process mo 2nd Dec '08 304 13
WFM Scheduling Issues (IEX TotalView) Sabu 9th Feb '06 297 5
Industry standard wrap time against call time Mark 20th Feb '09 292 6
Setting achieveable KPI's in the call centre D 18th Jan '03 287 6
Agent is very slow on emails Levinia 26th May '17 282 2
Definition of Customer Facing Time (CFT) ? Bill 9th Sep '03 278 2
Aspect eWFM technical manual H 17th Apr '07 276 4
Call recording & notifying customers Elaine 28th Sep '05 275 17
Grade of Service / Abandonment Rate B 11th Nov '03 264 8
Reducing noise in call centres Gabriella 26th Apr '06 255 8
Diff between VOIP & IPLC Mayur 4th May '03 243 7
Outbound capacity planning... Jaimie 14th Feb '12 229 4
Dials Vs DMC's Dave 14th Feb '03 225 3
TUI Assessment day!!!! Paul 14th Jun '09 225 4
NICE IEX WFM - How to generate individual forecast by contact type or management unit bpalmer28 29th Jun '16 217 2
voice and non-voice in BPO Abhinav 21st Jan '16 215 5
Calculating staffing levels for outbound campaigns Christine 22nd Feb '08 212 4
Assessment Exercises for Recruitment Carolyn 28th Mar '02 211 4
Data Protection Act Verification Gavin 31st Oct '06 208 2
Merging of 2 different call centre operations Sara 24th Jan '02 207 3
Line Idle After Dial gary 16th Sep '10 203 3
Queuebuster Anyone?? Graham 8th Sep '04 190 22
Answer Machine Detection Success Rates Nathan 24th Nov '05 187 21
Service Level Calculations Percentage Kelly 26th Jun '02 183 7
Industry standard for Idle time? Dave 21st Mar '05 181 5
Back Office Document Process – FTE Calculation Help Richie 26th May '16 178 2
Staffing Variance equation - daily B 21st Apr '06 169 4
How is IEX different from Erlang C Pamposh 18th Feb '10 151 5
Reducing AHT Sara 27th Jan '05 145 28
15 Minute Interval Forecast Accuracy Dale 18th Feb '10 142 2
WFM Software Michelle 24th Mar '17 141 7
Forecasting with only 12 months of data sanjiv 9th Aug '16 140 4
Idle time -vs- service level Dirk 21st Dec '05 137 6
Resource Calculation for Multiple skills (Languages) Eric 6th Jun '11 136 9
9-6 shift patterns that can work in a Call Centre Sarah 12th Aug '09 134 4
Interview Procedure in the International Call Centers Alok 2nd Aug '04 132 7
IEX...and schedule generation Conlaoth 3rd Feb '10 132 3
what is MIS with reference to a call centre, how does MIS work shantanu 28th Sep '03 131 7
New Proposals (Dialler Management Practice) Charles 29th Jun '05 130 7
Best software for WFM (Forecasting and Scheduling) Rachana 30th Jun '05 130 4
Erlang Calculation Vs Computer simulation. Dave 14th Feb '03 127 3
callcenter operation process and roster plans Sanjay 19th Mar '02 121 3
Outbound Abandoned rate of 3% Joe 6th May '11 121 4
Acceptable forecast variance? Dylan 16th Sep '03 118 4
Small Contact Centre Jayne 2nd Aug '16 117 4
SITs - System/Special Information Tones Simon 4th May '07 116 4
What percentage of Abandoned Callers Call Back? Cliff 12th Jan '06 114 10
wfm Multi skilling agents - Genesys Terry 7th Feb '06 114 5
Call Center PRICING MODELS Kunal 11th Mar '03 113 2
AVAYA CMS Scripting VIA VBA Paul 18th Apr '06 113 2
Service level predictions Sunny 12th Sep '16 112 6
IVR Customer Drop Out rates Nick 13th Mar '02 111 4
Service Level Calculation Richard 1st May '05 111 9
Davox Predictive Dialer Voice Recording Stuart 1st Nov '06 110 5
Call Centre License Ben 23rd May '03 109 4
Multi-Skilling vs Single-Skilling Anon 25th Jun '04 109 2
What Is The Salary of a Telecaller in USA , UK and Australia abhijit kumar 13th Jun '04 108 7
Outbound Capacity Planning Dan 28th Jan '08 108 10
Calculation for Agent Productivity Cheril Ann 19th Feb '14 108 2
IT call centre insourcing Tim 7th Aug '01 106 17
Avaya IP office and Predictive dialer? Asad 3rd Mar '05 106 3
Average wait time between calls - Genesys Dialler 7.2 Andy 18th Jun '08 106 5
Average Sickness and absence for call centre operative in the uk ? simon 16th Jan '03 105 2
Occupancy target Ebrahim 20th Sep '16 105 2
Shrinkage Breakdown Sunny 12th Dec '16 105 6
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