Call Centre Answers

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Subject Author Created Views Posts
Utilization calculation Marianne 3rd Mar '08 23100 16
Voice and non-voice in BPO Abhinav 21st Jan '16 12372 5
Agent Login productivity Rakesh 13th Sep '05 9597 13
What Exactly is FTE? King 7th Oct '08 9449 22
Action Plans Pushkar 4th Mar '04 9040 2
Industry Standards For Calling Times Gary 13th Jan '04 8459 11
Calls Per Hour Calculation Andy 16th Mar '12 6160 3
Bidding for Shifts Rachana 7th Jul '05 5162 15
Suggest Another name for a call center agent Wael 10th Jan '18 5161 3
Agent to Team Leader ? Help ! Stalin 25th Mar '05 5078 6
AHT Glide Path Jeff 16th Oct '06 4894 7
Call Center FTE based on Calls Per month Venita 5th Dec '17 4265 6
Should agents/associates give their full name ??? Richard 16th Dec '02 3985 9
WFM Scheduling Issues (IEX TotalView) Sabu 9th Feb '06 3814 12
Call Centre Reporting Metrics such as AHT Eric 15th May '10 3313 3
Best way to forecast call volume (long term) Jurgen 9th May '17 3212 3
ASA Calculation Check Mathew 24th Oct '19 3004 2
How is IEX different from Erlang C Pamposh 18th Feb '10 2958 5
Top 5 WFM Tools Ian 27th Jun '05 2936 10
Call Center Seating Michael 6th Jul '07 2840 13
Is there a link between Average Speed of Answer and Service Level? Anon 21st May '16 2793 4
The Meaning of ACR in Outbound Call Center rahul 24th Jun '17 2789 4
Service Level Vs Abandonment Rates Laura 15th Oct '09 2701 2
FTE Requirement Pemba Lama 16th Apr '10 2652 12
GDPR and Outbound calls Naomi 18th Oct '19 2504 2
Scheduling breaks/ lunches in an excel report Danny 27th Sep '17 2420 3
Colors in a call center Marianne 18th Jun '03 2404 12
what is MIS with reference to a call centre, how does MIS work shantanu 28th Sep '03 2239 7
IVR - TOP 3 Call Drivers Thomas 25th Nov '08 2187 7
Calculating Resource Requirements Christopher 12th Jun '03 2148 10
How to calculate average call per hour per agent & per the whole center Scott 13th Feb '18 1854 2
Agent Name Appearing twice in Reports Robert 16th Oct '19 1813 2
Dropped/Silent Calls Paul 5th Mar '07 1801 28
AgentsFTE in CallCenter Helper Excel Calc jumps Lex 26th Sep '19 1760 3
Ideas for Reducing AHT Sara 27th Jan '05 1673 28
Back Office Service Level Kathryn 17th Jan '17 1648 8
Fte calculation Aauyushii 18th Jul '19 1648 2
How do you Calculate outbound Abandonment - Ofcom? Darren 7th Mar '09 1633 6
Staffing to abandon rate v Staffing to service level David 8th Apr '11 1597 7
How do call Center brokers get new clients? Jeff 2nd Nov '17 1574 3
What is the calls per subscriber rate(standard) in telecom industry(South Asia)? Mazedur 6th Oct '19 1528 2
Need to make a MIS report for a call center within 24 hours Siddharth 17th Apr '03 1492 3
How calculate fte benefits of AHT reduction Ian 8th Dec '17 1420 2
Call recording & notifying customers Elaine 28th Sep '05 1376 17
ISCC Call transfers-Genesys Hiranjith 23rd Mar '06 1354 7
Calculation to Forecast Abandoned Rates (or Call Handled / Capacity) Sanjay 13th Apr '17 1318 3
Scheduled Breaks? Anon 27th Oct '03 1303 5
Call Centre Headset Policies shalini 12th Mar '07 1290 3
Industry standard for Idle time? Dave 21st Mar '05 1285 6
Long AHTs, small volumes, erlang breaking down? D 19th Sep '19 1282 3
Forecasting with only 12 months of data sanjiv 9th Aug '16 1276 4
How to generate individual forecast by contact type or management unit bpalmer28 29th Jun '16 1256 4
How do we calculate productivity while doing outbound callings Shailesh 28th Jun '17 1224 3
Anticipated Wait Times Brian 27th Sep '19 1210 2
COPC attrition calculation Tom 31st May '19 1194 2
Industry standard wrap time against call time Mark 20th Feb '09 1192 6
Easter Sunday - The Rules??? Simon 21st Feb '05 1185 11
Service Level Calculations Percentage Kelly 26th Jun '02 1167 8
Strategies for dealing with massive call peaks on one day Danny 5th Sep '17 1159 3
Forecast Benchmarks Stuart 3rd Jan '02 1135 12
HC Calculation for a Data Process mo 2nd Dec '08 1122 13
Shrinkage Formula Abhishek 14th Dec '18 1120 3
Back Office Document Process – FTE Calculation Help Richie 26th May '16 1116 2
Industry Standard- Infant attrition rate and Training quality swapnil 5th Jun '17 1105 2
Predicted Service Level based on changing Agents H 20th Sep '19 1105 2
Dials Vs DMC's Dave 14th Feb '03 1091 3
Avaya Agents Jumping out of after call Sean 16th Feb '07 1069 5
Hourly Capacity for email process kiran 14th Jun '19 1048 2
IEX...and schedule generation Conlaoth 3rd Feb '10 1044 3
Setting up a small call center Philip 3rd Mar '08 1016 36
Example of a Telephone Sales Hook Steve 19th Nov '17 1011 2
Staffing Variance equation - daily B 21st Apr '06 1000 4
How can I get a good call center project Maya 22nd Dec '18 999 2
Erlang C Calculator Excel – Inc Shrinkage & Excel Add-in Ilya 5th Apr '17 989 2
Avaya CMS Supervisor - Next call for agent Kristof 12th Jul '18 979 5
What is the Difference Between VOIP & IPLC? Mayur 4th May '03 970 7
Outbound capacity planning... Jaimie 14th Feb '12 938 4
Forecasting % calls answered and Service Level Justin 1st Feb '17 917 2
Lack of experience led to some problems. Conor 9th Sep '17 912 2
Calls per hour KPI Kimberley 23rd Aug '19 895 2
Inbound abandon rate Thomas 17th Feb '09 869 19
Customer Feedback for ASA Tracey 10th Jul '19 849 2
Idle and Wrap up Times Phil 20th Feb '05 843 7
FTE and Per Call billing Calculation Shuabe 2nd Aug '17 829 2
How do i get more business in my call centre mrs 9th Jun '19 824 2
The best method for calculating PCA% Neil 1st Jul '16 822 3
AVAYA CMS Scripting VIA VBA Paul 18th Apr '06 781 2
How you approach UK and US clients for call center services? Ayah 28th Mar '18 767 2
Reducing noise in call centres Gabriella 26th Apr '06 749 9
FTE required Smiriti 30th Mar '19 735 3
Behind on responding to new leads coming in. Camile 2nd Nov '17 715 2
What is the Minimum Number of OB Agents with a Predictive Diallers Dave 1st Oct '04 713 20
Service level predictions Sunny 12th Sep '16 710 6
Where to start? maria 20th Dec '18 710 3
Excel File Not Found with Max. Occupancy Limitation Noman 13th Aug '17 709 2
Chat Concurrency Chris 23rd Feb '18 699 2
Service Grade Calculation M Peter 26th Mar '17 689 3
Grade of Service / Abandonment Rate B 11th Nov '03 685 8
CMS Supervisor Ian 19th Jul '19 681 2
FTE required weekly with 90% SLA in 30 secs and 80% SLA in 20 sec JoseRD 19th May '17 669 3
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