Call Centre Answers

Ask your call centre questions and our panel will do its best to help.
Subject Author Created Views Posts
Utilization calculation Marianne 3rd Mar '08 27670 10
Voice and Non-Voice in Process Means in BPO Abhinav 21st Jan '16 17453 7
What Exactly is FTE? King 7th Oct '08 11430 22
Agent Login productivity Rakesh 13th Sep '05 10492 13
Industry Standards For Calling Times Gary 13th Jan '04 10488 13
Action Plans Pushkar 4th Mar '04 10424 2
Calls Per Hour Calculation Andy 16th Mar '12 8201 3
Suggest Another name for a call center agent Wael 10th Jan '18 6171 3
Call Center FTE based on Calls Per month Venita 5th Dec '17 6048 6
Bidding for Shifts Rachana 7th Jul '05 5721 15
AHT Glide Path Jeff 16th Oct '06 5695 7
Agent to Team Leader ? Help ! Stalin 25th Mar '05 5132 6
Should agents/associates give their full name ??? Richard 16th Dec '02 4544 9
Call Centre Reporting Metrics such as AHT Eric 15th May '10 3711 3
The Meaning of ACR in Outbound Call Center rahul 24th Jun '17 3657 4
Best way to forecast call volume (long term) Jurgen 9th May '17 3623 3
GDPR and Outbound calls Naomi 18th Oct '19 3538 2
Call Center Seating Michael 6th Jul '07 3443 13
Is there a link between Average Speed of Answer and Service Level? Anon 21st May '16 3342 4
Scheduling breaks/ lunches in an excel report Danny 27th Sep '17 3103 3
Service Level Vs Abandonment Rates Laura 15th Oct '09 3080 3
IVR - TOP 3 Call Drivers Thomas 25th Nov '08 2975 7
what is MIS with reference to a call centre, how does MIS work shantanu 28th Sep '03 2862 7
FTE Requirement Pemba Lama 16th Apr '10 2765 12
Colors in a call center Marianne 18th Jun '03 2711 12
How to calculate average call per hour per agent & per the whole center Scott 13th Feb '18 2644 2
How can I get a good Call Center Project Maya 22nd Dec '18 2358 2
Calculating Resource Requirements Christopher 12th Jun '03 2302 10
Dropped/Silent Calls Paul 5th Mar '07 2027 28
Ideas for Reducing AHT Sara 27th Jan '05 1957 28
Overflow calls Marina 12th Nov '19 1898 2
AgentsFTE in CallCenter Helper Excel Calc jumps Lex 26th Sep '19 1876 3
Agent Name Appearing twice in Reports Robert 16th Oct '19 1838 2
How do you Calculate outbound Abandonment - Ofcom? Darren 7th Mar '09 1782 6
Back Office Service Level Kathryn 17th Jan '17 1777 8
How do call Center brokers get new clients? Jeff 2nd Nov '17 1771 3
Staffing to abandon rate v Staffing to service level David 8th Apr '11 1740 7
Need to make a MIS report for a call center within 24 hours Siddharth 17th Apr '03 1729 3
How calculate fte benefits of AHT reduction Ian 8th Dec '17 1694 2
Fte calculation Aauyushii 18th Jul '19 1685 2
Calculation to Forecast Abandoned Rates (or Call Handled / Capacity) Sanjay 13th Apr '17 1668 3
Scheduled Breaks? Anon 27th Oct '03 1624 5
What is the standard calls per subscriber rate in South Asia? Mazedur 6th Oct '19 1597 2
Shrinkage Formula Abhishek 14th Dec '18 1589 3
Call recording & notifying customers Elaine 28th Sep '05 1515 17
COPC attrition calculation Tom 31st May '19 1503 2
Industry standard for Idle time? Dave 21st Mar '05 1501 6
Call Centre Headset Policies shalini 12th Mar '07 1472 3
Forecasting with only 12 months of data sanjiv 9th Aug '16 1469 4
How to generate individual forecast by contact type or management unit bpalmer28 29th Jun '16 1411 4
HC Calculation for a Data Process mo 2nd Dec '08 1381 13
Easter Sunday - The Rules??? Simon 21st Feb '05 1379 11
Long AHTs, small volumes, erlang breaking down? D 19th Sep '19 1325 3
Customer Feedback for ASA Tracey 10th Jul '19 1324 2
Back Office Document Process – FTE Calculation Help Richie 26th May '16 1322 2
Dials Vs DMC's Dave 14th Feb '03 1317 3
Service Level Calculations Percentage Kelly 26th Jun '02 1309 7
Erlang C Calculator Excel – Inc Shrinkage & Excel Add-in Ilya 5th Apr '17 1300 2
Forecast Benchmarks Stuart 3rd Jan '02 1291 12
How do we calculate productivity while doing outbound callings Shailesh 28th Jun '17 1290 3
Industry standard wrap time against call time Mark 20th Feb '09 1282 6
Anticipated Wait Times Brian 27th Sep '19 1257 2
Industry Standard- Infant attrition rate and Training quality swapnil 5th Jun '17 1239 2
Setting up a small call center Philip 3rd Mar '08 1231 36
Forecasting % calls answered and Service Level Justin 1st Feb '17 1215 2
Strategies for dealing with massive call peaks on one day Danny 5th Sep '17 1199 3
Staffing Variance equation - daily B 21st Apr '06 1194 4
The best method for calculating PCA% Neil 1st Jul '16 1193 3
Per hour productivity Nishad 20th May '20 1138 2
Predicted Service Level based on changing Agents H 20th Sep '19 1133 2
What is the Difference Between VOIP & IPLC? Mayur 4th May '03 1102 7
Hourly Capacity for email process kiran 14th Jun '19 1100 2
Outbound capacity planning... Jaimie 14th Feb '12 1099 4
FTE and Per Call billing Calculation Shuabe 2nd Aug '17 1084 2
How you approach UK and US clients for call center services? Ayah 28th Mar '18 1081 2
Service level predictions Sunny 12th Sep '16 1056 6
Register a call centre in the UK Emam 18th Dec '19 1052 4
Example of a Telephone Sales Hook Steve 19th Nov '17 1047 2
Non voice emails Kerry 13th Jun '20 1039 3
What do you tell customers when they ask for your location? Emma 22nd Mar '20 1026 4
Calls per hour KPI Kimberley 23rd Aug '19 944 2
Lack of experience led to some problems. Conor 9th Sep '17 934 2
Inbound abandon rate Thomas 17th Feb '09 931 19
Idle and Wrap up Times Phil 20th Feb '05 921 6
Service Grade Calculation M Peter 26th Mar '17 887 3
Chat Concurrency Chris 23rd Feb '18 884 2
How do i get more business in my call centre mrs 9th Jun '19 863 2
Creating a Contact Centre Operations Handbook/Manual Bryce 26th Dec '01 804 5
FTE required weekly with 90% SLA in 30 secs and 80% SLA in 20 sec JoseRD 19th May '17 791 3
Reducing noise in call centres Gabriella 26th Apr '06 778 9
Definitions: Call offered, service level event, abandoned call john 3rd Nov '17 777 3
FTE required Smiriti 30th Mar '19 769 3
Calculation for Agent Productivity Cheril Ann 19th Feb '14 764 2
Grade of Service / Abandonment Rate B 11th Nov '03 762 8
Interview Procedure in the International Call Centers Alok 2nd Aug '04 754 7
Behind on responding to new leads coming in. Camile 2nd Nov '17 751 2
Where to start? maria 20th Dec '18 746 3
Sample schedule for 24x5 help desk Billy 13th Apr '06 745 5
Resource Calculation for Multiple skills (Languages) Eric 6th Jun '11 745 8
FTE Calculations at a Monthly (long term level) Sanjay 19th Jan '17 741 3
More topics...