Call Centre Answers
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Subject Author Created Views Posts
How to get first client? Michael 24th Jan '06 7357 10
Industry Standards For Calling Times Gary 13th Jan '04 4383 11
Agent Login productivity Rakesh 13th Sep '05 4191 9
Agent to Team Leader ? Help ! Stalin 25th Mar '05 4154 6
Utilization calculation Marianne 3rd Mar '08 3181 13
FTE King 7th Oct '08 3164 22
Action Plans Pushkar 4th Mar '04 3144 2
Call Centre Reporting Metrics such as AHT Eric 15th May '10 2018 3
Bidding for Shifts Rachana 7th Jul '05 2006 14
AHT Glide Path Jeff 16th Oct '06 2001 7
FTE Requirement Pemba Lama 16th Apr '10 1726 12
Calculating Resource Requirements Christopher 12th Jun '03 1510 10
Service Level Vs Abandonment Rates Laura 15th Oct '09 1443 2
Calls Per Hour Andy 16th Mar '12 1191 3
Should agents/associates give their full name ??? Richard 16th Dec '02 1152 8
Staffing to abandon rate v Staffing to service level David 8th Apr '11 1016 7
Strategies for dealing with massive call peaks on one day Danny 5th Sep '17 1006 3
Colors in a call center Marianne 18th Jun '03 923 12
Call Center Seating Michael 6th Jul '07 859 13
Dropped/Silent Calls Paul 5th Mar '07 818 28
Industry Standard- Infant attrition rate and Training quality swapnil 5th Jun '17 800 2
Lack of experience led to some problems. Conor 9th Sep '17 782 2
How do you Calculate outbound Abandonment - Ofcom? Darren 7th Mar '09 743 6
ISCC Call transfers-Genesys Hiranjith 23rd Mar '06 719 7
IVR - TOP 3 Call Drivers Thomas 25th Nov '08 703 7
Top 5 WFM Tools Ian 27th Jun '05 669 10
Is there a link between Average Speed of Answer and Service Level? Anon 21st May '16 654 4
Excel File Not Found with Max. Occupancy Limitation Noman 13th Aug '17 624 2
Forecast Benchmarks Stuart 3rd Jan '02 577 12
Easter Sunday - The Rules??? Simon 21st Feb '05 576 11
Need to make a MIS report for a call center within 24 hours Siddharth 17th Apr '03 569 3
Idle and Wrap up Times Phil 20th Feb '05 530 7
Call Centre Headset Policies shalini 12th Mar '07 526 3
The Meaning of ACR in Outbound Call Center rahul 24th Jun '17 525 4
NICE IEX WFM - How to generate individual forecast by contact type or management unit bpalmer28 29th Jun '16 510 4
Avaya Agents Jumping out of after call Sean 16th Feb '07 503 5
Scheduled Breaks? Anon 27th Oct '03 501 5
Inbound abandon rate Thomas 17th Feb '09 486 19
WFM Scheduling Issues (IEX TotalView) Sabu 9th Feb '06 483 5
Agent is very slow on emails Levinia 26th May '17 476 2
Definition of Customer Facing Time (CFT) ? Bill 9th Sep '03 469 2
FTE required weekly with 90% SLA in 30 secs and 80% SLA in 20 sec JoseRD 19th May '17 459 3
Industry standard wrap time against call time Mark 20th Feb '09 442 6
Call recording & notifying customers Elaine 28th Sep '05 432 17
HC Calculation for a Data Process mo 2nd Dec '08 413 13
What is the Difference Between VOIP & IPLC? Mayur 4th May '03 405 7
Diallers. Dave 1st Oct '04 386 20
voice and non-voice in BPO Abhinav 21st Jan '16 385 5
Outbound capacity planning... Jaimie 14th Feb '12 363 4
Data Protection Act Verification Gavin 31st Oct '06 362 2
Aspect eWFM technical manual H 17th Apr '07 353 4
Service Level Calculations Percentage Kelly 26th Jun '02 350 8
Grade of Service / Abandonment Rate B 11th Nov '03 350 8
FTE and Per Call billing Calculation Shuabe 2nd Aug '17 350 2
Reducing AHT Sara 27th Jan '05 345 28
TUI Assessment day!!!! Paul 14th Jun '09 343 4
Best way to forecast call volume (long term) Jurgen 9th May '17 342 3
Dials Vs DMC's Dave 14th Feb '03 341 3
Setting achieveable KPI's in the call centre D 18th Jan '03 337 6
Calculating staffing levels for outbound campaigns Christine 22nd Feb '08 312 4
Reducing noise in call centres Gabriella 26th Apr '06 309 8
Back Office Document Process – FTE Calculation Help Richie 26th May '16 305 2
Answer Machine Detection Success Rates Nathan 24th Nov '05 304 21
Line Idle After Dial gary 16th Sep '10 303 3
Merging of 2 different call centre operations Sara 24th Jan '02 302 3
Staffing Variance equation - daily B 21st Apr '06 295 4
Forecasting with only 12 months of data sanjiv 9th Aug '16 293 4
Queuebuster Anyone?? Graham 8th Sep '04 272 22
what is MIS with reference to a call centre, how does MIS work shantanu 28th Sep '03 261 7
Industry standard for Idle time? Dave 21st Mar '05 261 5
15 Minute Interval Forecast Accuracy Dale 18th Feb '10 258 2
lost opportunity carol 10th Jul '17 247 2
AVAYA CMS Scripting VIA VBA Paul 18th Apr '06 242 2
IEX...and schedule generation Conlaoth 3rd Feb '10 242 3
Assessment Exercises for Recruitment Carolyn 28th Mar '02 241 4
How is IEX different from Erlang C Pamposh 18th Feb '10 228 5
Resource Calculation for Multiple skills (Languages) Eric 6th Jun '11 228 9
Regs relating to manually calling back abandoned callers Dean 21st Jul '17 218 3
Occupancy target Ebrahim 20th Sep '16 214 2
IT call centre insourcing Tim 7th Aug '01 211 17
Outbound call Maizy 15th Jun '17 211 2
A Question (or two) About Voice Enabling IVR Arthur 27th Dec '01 202 3
Interview Procedure in the International Call Centers Alok 2nd Aug '04 191 7
New Proposals (Dialler Management Practice) Charles 29th Jun '05 189 7
9-6 shift patterns that can work in a Call Centre Sarah 12th Aug '09 189 4
call center directory service alex 14th Aug '17 189 2
Resource Planning Chakravarthy 1st Apr '09 188 6
Erlang Calculation Vs Computer simulation. Dave 14th Feb '03 187 3
Calculation for Agent Productivity Cheril Ann 19th Feb '14 182 2
What percentage of Abandoned Callers Call Back? Cliff 12th Jan '06 180 10
Acceptable forecast variance? Dylan 16th Sep '03 176 4
Idle time -vs- service level Dirk 21st Dec '05 174 6
Call Centre Pricing Models Kunal 11th Mar '03 173 2
WFM Software Michelle 24th Mar '17 173 7
wfm Multi skilling agents - Genesys Terry 7th Feb '06 172 5
Outbound Abandoned rate of 3% Joe 6th May '11 168 4
SITs - System/Special Information Tones Simon 4th May '07 167 4
How do we calculate productivity while doing outbound callings Shailesh 28th Jun '17 164 2
Online Retailer Call Centre- confirming vs disclosing Ryan 14th Sep '17 163 2
Average wait time between calls - Genesys Dialler 7.2 Andy 18th Jun '08 158 5
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