Call Centre Answers
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Subject Author Created Views Posts
How to get first client? Michael 24th Jan '06 5437 8
Agent to Team Leader ? Help ! Stalin 25th Mar '05 3923 6
Industry Standards For Calling Times Gary 13th Jan '04 3495 11
Agent Login productivity Rakesh 13th Sep '05 3454 9
FTE King 7th Oct '08 2552 22
Action Plans Pushkar 4th Mar '04 2307 2
Call Centre Reporting Metrics such as AHT Eric 15th May '10 1727 3
AHT Glide Path Jeff 16th Oct '06 1641 7
Bidding for Shifts Rachana 7th Jul '05 1633 14
Utilization calculation Marianne 3rd Mar '08 1510 13
FTE Requirement Pemba Lama 16th Apr '10 1476 12
Calculating Resource Requirements Christopher 12th Jun '03 1401 10
Service Level Vs Abandonment Rates Laura 15th Oct '09 1250 2
Staffing to abandon rate v Staffing to service level David 8th Apr '11 849 7
Colors in a call center Marianne 18th Jun '03 777 12
Industry Standard- Infant attrition rate and Training quality swapnil 5th Jun '17 777 2
Should agents/associates give their full name ??? Richard 16th Dec '02 761 7
Calls Per Hour Andy 16th Mar '12 720 3
Dropped/Silent Calls Paul 5th Mar '07 670 28
How do you Calculate outbound Abandonment - Ofcom? Darren 7th Mar '09 625 6
Call Center Seating Michael 6th Jul '07 597 13
ISCC Call transfers-Genesys Hiranjith 23rd Mar '06 574 7
IVR - TOP 3 Call Drivers Thomas 25th Nov '08 549 7
Easter Sunday - The Rules??? Simon 21st Feb '05 542 11
Excel File Not Found with Max. Occupancy Limitation Noman 13th Aug '17 509 2
Top 5 WFM Tools Ian 27th Jun '05 473 10
Is there a link between Average Speed of Answer and Service Level? Anon 21st May '16 462 4
Idle and Wrap up Times Phil 20th Feb '05 455 7
Need to make a MIS report for a call center within 24 hours Siddharth 17th Apr '03 441 3
FTE required weekly with 90% SLA in 30 secs and 80% SLA in 20 sec JoseRD 19th May '17 440 3
Agent is very slow on emails Levinia 26th May '17 430 2
Forecast Benchmarks Stuart 3rd Jan '02 429 12
Avaya Agents Jumping out of after call Sean 16th Feb '07 424 5
Call Centre Headset Policies shalini 12th Mar '07 413 3
Scheduled Breaks? Anon 27th Oct '03 395 5
Inbound abandon rate Thomas 17th Feb '09 386 19
WFM Scheduling Issues (IEX TotalView) Sabu 9th Feb '06 366 5
NICE IEX WFM - How to generate individual forecast by contact type or management unit bpalmer28 29th Jun '16 354 4
Diallers. Dave 1st Oct '04 339 20
Industry standard wrap time against call time Mark 20th Feb '09 336 6
HC Calculation for a Data Process mo 2nd Dec '08 332 13
Definition of Customer Facing Time (CFT) ? Bill 9th Sep '03 327 2
Call recording & notifying customers Elaine 28th Sep '05 317 17
Aspect eWFM technical manual H 17th Apr '07 315 4
Setting achieveable KPI's in the call centre D 18th Jan '03 302 6
Grade of Service / Abandonment Rate B 11th Nov '03 293 8
Outbound capacity planning... Jaimie 14th Feb '12 284 4
FTE and Per Call billing Calculation Shuabe 2nd Aug '17 283 2
Reducing noise in call centres Gabriella 26th Apr '06 281 8
The Meaning of ACR in Outbound Call Center rahul 24th Jun '17 278 4
Diff between VOIP & IPLC Mayur 4th May '03 272 7
Data Protection Act Verification Gavin 31st Oct '06 270 2
voice and non-voice in BPO Abhinav 21st Jan '16 270 5
Dials Vs DMC's Dave 14th Feb '03 255 3
TUI Assessment day!!!! Paul 14th Jun '09 253 4
Calculating staffing levels for outbound campaigns Christine 22nd Feb '08 249 4
Line Idle After Dial gary 16th Sep '10 239 3
Merging of 2 different call centre operations Sara 24th Jan '02 238 3
Answer Machine Detection Success Rates Nathan 24th Nov '05 230 21
lost opportunity carol 10th Jul '17 227 2
Assessment Exercises for Recruitment Carolyn 28th Mar '02 222 4
Service Level Calculations Percentage Kelly 26th Jun '02 218 7
Back Office Document Process – FTE Calculation Help Richie 26th May '16 218 2
Reducing AHT Sara 27th Jan '05 215 28
Queuebuster Anyone?? Graham 8th Sep '04 211 22
Staffing Variance equation - daily B 21st Apr '06 206 4
Industry standard for Idle time? Dave 21st Mar '05 199 5
Regs relating to manually calling back abandoned callers Dean 21st Jul '17 197 3
IEX...and schedule generation Conlaoth 3rd Feb '10 178 3
Resource Calculation for Multiple skills (Languages) Eric 6th Jun '11 174 9
15 Minute Interval Forecast Accuracy Dale 18th Feb '10 170 2
Forecasting with only 12 months of data sanjiv 9th Aug '16 170 4
How is IEX different from Erlang C Pamposh 18th Feb '10 169 5
what is MIS with reference to a call centre, how does MIS work shantanu 28th Sep '03 159 7
IT call centre insourcing Tim 7th Aug '01 158 17
AVAYA CMS Scripting VIA VBA Paul 18th Apr '06 157 2
9-6 shift patterns that can work in a Call Centre Sarah 12th Aug '09 153 4
Erlang Calculation Vs Computer simulation. Dave 14th Feb '03 150 3
New Proposals (Dialler Management Practice) Charles 29th Jun '05 148 7
WFM Software Michelle 24th Mar '17 146 7
Interview Procedure in the International Call Centers Alok 2nd Aug '04 144 7
Occupancy target Ebrahim 20th Sep '16 144 2
Best software for WFM (Forecasting and Scheduling) Rachana 30th Jun '05 143 4
Idle time -vs- service level Dirk 21st Dec '05 143 6
What percentage of Abandoned Callers Call Back? Cliff 12th Jan '06 141 10
wfm Multi skilling agents - Genesys Terry 7th Feb '06 139 5
How do we calculate productivity while doing outbound callings Shailesh 28th Jun '17 139 2
callcenter operation process and roster plans Sanjay 19th Mar '02 135 3
Acceptable forecast variance? Dylan 16th Sep '03 134 4
Outbound Abandoned rate of 3% Joe 6th May '11 133 4
Call Center PRICING MODELS Kunal 11th Mar '03 131 2
Calculation for Agent Productivity Cheril Ann 19th Feb '14 131 2
Best way to forecast call volume (long term) Jurgen 9th May '17 131 3
Service Level of 80% Handled in 20 Seconds - Is this an Effective and Efficient Measure? Tara 1st Jun '17 131 3
SITs - System/Special Information Tones Simon 4th May '07 129 4
Avaya IP office and Predictive dialer? Asad 3rd Mar '05 128 3
Service level predictions Sunny 12th Sep '16 125 6
Small Contact Centre Jayne 2nd Aug '16 123 4
Shrinkage Breakdown Sunny 12th Dec '16 123 6
A Question (or two) About Voice Enabling IVR Arthur 27th Dec '01 122 3
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