Call Centre Answers

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Subject Author Created Views Posts
Utilization calculation Marianne 3rd Mar '08 28867 10
Voice and Non-Voice in Process Means in BPO Abhinav 21st Jan '16 23496 6
What Exactly is FTE? King 7th Oct '08 12294 22
Action Plans Pushkar 4th Mar '04 10912 2
Industry Standards For Calling Times Gary 13th Jan '04 10892 13
Agent Login productivity Rakesh 13th Sep '05 10729 13
Calls Per Hour Calculation Andy 16th Mar '12 9078 3
Suggest Another name for a call center agent Wael 10th Jan '18 6510 3
Call Center FTE based on Calls Per month Venita 5th Dec '17 6176 6
AHT Glide Path Jeff 16th Oct '06 6025 7
Bidding for Shifts Rachana 7th Jul '05 5871 15
Agent to Team Leader ? Help ! Stalin 25th Mar '05 5143 6
Should agents/associates give their full name ??? Richard 16th Dec '02 4746 9
The Meaning of ACR in Outbound Call Center rahul 24th Jun '17 3910 4
Call Centre Reporting Metrics such as AHT Eric 15th May '10 3832 3
Best way to forecast call volume (long term) Jurgen 9th May '17 3718 3
Call Center Seating Michael 6th Jul '07 3585 13
Is there a link between Average Speed of Answer and Service Level? Anon 21st May '16 3559 4
GDPR and Outbound calls Naomi 18th Oct '19 3548 2
Scheduling breaks/ lunches in an excel report Danny 27th Sep '17 3349 3
IVR - TOP 3 Call Drivers Thomas 25th Nov '08 3292 7
Service Level Vs Abandonment Rates Laura 15th Oct '09 3186 3
what is MIS with reference to a call centre, how does MIS work shantanu 28th Sep '03 3105 7
How to calculate average call per hour per agent & per the whole center Scott 13th Feb '18 2983 2
Colors in a call center Marianne 18th Jun '03 2814 12
FTE Requirement Pemba Lama 16th Apr '10 2808 12
How can I get a good Call Center Project Maya 22nd Dec '18 2593 2
Calculating Resource Requirements Christopher 12th Jun '03 2348 10
Dropped/Silent Calls Paul 5th Mar '07 2110 28
Ideas for Reducing AHT Sara 27th Jan '05 2084 28
AgentsFTE in CallCenter Helper Excel Calc jumps Lex 26th Sep '19 1914 3
Overflow calls Marina 12th Nov '19 1906 2
Agent Name Appearing twice in Reports Robert 16th Oct '19 1845 2
How do you Calculate outbound Abandonment - Ofcom? Darren 7th Mar '09 1830 6
Quality and Complain Matrix Mr 6th Sep '20 1830 3
How calculate fte benefits of AHT reduction Ian 8th Dec '17 1823 2
Need to make a MIS report for a call center within 24 hours Siddharth 17th Apr '03 1817 3
Back Office Service Level Kathryn 17th Jan '17 1814 8
How do call Center brokers get new clients? Jeff 2nd Nov '17 1811 3
Staffing to abandon rate v Staffing to service level David 8th Apr '11 1781 7
Shrinkage Formula Abhishek 14th Dec '18 1771 3
Calculation to Forecast Abandoned Rates (or Call Handled / Capacity) Sanjay 13th Apr '17 1758 3
Scheduled Breaks? Anon 27th Oct '03 1744 5
Fte calculation Aauyushii 18th Jul '19 1691 2
What is the standard calls per subscriber rate in South Asia? Mazedur 6th Oct '19 1620 2
COPC attrition calculation Tom 31st May '19 1601 2
Call recording & notifying customers Elaine 28th Sep '05 1571 17
Industry standard for Idle time? Dave 21st Mar '05 1559 6
Call Centre Headset Policies shalini 12th Mar '07 1508 3
Forecasting with only 12 months of data sanjiv 9th Aug '16 1502 4
How to generate individual forecast by contact type or management unit bpalmer28 29th Jun '16 1464 4
HC Calculation for a Data Process mo 2nd Dec '08 1456 13
Back Office Document Process – FTE Calculation Help Richie 26th May '16 1394 2
Dials Vs DMC's Dave 14th Feb '03 1389 3
Easter Sunday - The Rules??? Simon 21st Feb '05 1389 11
Erlang C Calculator Excel – Inc Shrinkage & Excel Add-in Ilya 5th Apr '17 1386 2
Long AHTs, small volumes, erlang breaking down? D 19th Sep '19 1346 3
Customer Feedback for ASA Tracey 10th Jul '19 1340 2
Service Level Calculations Percentage Kelly 26th Jun '02 1331 7
The best method for calculating PCA% Neil 1st Jul '16 1328 3
Setting up a small call center Philip 3rd Mar '08 1318 36
Forecast Benchmarks Stuart 3rd Jan '02 1317 12
How do we calculate productivity while doing outbound callings Shailesh 28th Jun '17 1315 3
Industry standard wrap time against call time Mark 20th Feb '09 1312 6
Industry Standard- Infant attrition rate and Training quality swapnil 5th Jun '17 1289 2
Staffing Variance equation - daily B 21st Apr '06 1281 4
Forecasting % calls answered and Service Level Justin 1st Feb '17 1267 2
Anticipated Wait Times Brian 27th Sep '19 1265 2
Strategies for dealing with massive call peaks on one day Danny 5th Sep '17 1215 3
What do you tell customers when they ask for your location? Emma 22nd Mar '20 1204 4
Outbound capacity planning... Jaimie 14th Feb '12 1166 4
Per hour productivity Nishad 20th May '20 1157 2
What is the Difference Between VOIP & IPLC? Mayur 4th May '03 1152 7
FTE and Per Call billing Calculation Shuabe 2nd Aug '17 1147 2
Service level predictions Sunny 12th Sep '16 1146 6
Predicted Service Level based on changing Agents H 20th Sep '19 1140 2
Hourly Capacity for email process kiran 14th Jun '19 1124 2
How you approach UK and US clients for call center services? Ayah 28th Mar '18 1121 2
Non voice emails Kerry 13th Jun '20 1110 3
Register a call centre in the UK Emam 18th Dec '19 1084 4
Example of a Telephone Sales Hook Steve 19th Nov '17 1059 2
Calls per hour KPI Kimberley 23rd Aug '19 976 2
Inbound abandon rate Thomas 17th Feb '09 958 19
Chat Concurrency Chris 23rd Feb '18 957 2
Idle and Wrap up Times Phil 20th Feb '05 941 6
Lack of experience led to some problems. Conor 9th Sep '17 940 2
Service Grade Calculation M Peter 26th Mar '17 937 3
What are the some of the key assessments to look out for when recruiting for Emails and Social Media desks? Doye 26th Jun '20 905 3
How do i get more business in my call centre mrs 9th Jun '19 871 2
Definitions: Call offered, service level event, abandoned call john 3rd Nov '17 869 3
Creating a Contact Centre Operations Handbook/Manual Bryce 26th Dec '01 852 5
FTE required weekly with 90% SLA in 30 secs and 80% SLA in 20 sec JoseRD 19th May '17 847 3
Sample schedule for 24x5 help desk Billy 13th Apr '06 837 5
Erlang C on Google App Script (Google Sheets) Gianluca 10th Mar '20 836 4
Interview Procedure in the International Call Centers Alok 2nd Aug '04 805 7
Reducing noise in call centres Gabriella 26th Apr '06 787 9
Grade of Service / Abandonment Rate B 11th Nov '03 785 8
Calculation for Agent Productivity Cheril Ann 19th Feb '14 779 2
FTE required Smiriti 30th Mar '19 775 3
FTE Calculations at a Monthly (long term level) Sanjay 19th Jan '17 772 3
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