Call Centre Answers

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Subject Author Created Views Posts
Voice and Non-Voice in Process Means in BPO Abhinav 21st Jan '16 74107 6
Utilization calculation Marianne 3rd Mar '08 52086 10
What Exactly is FTE King 7th Oct '08 16049 22
Action Plans Pushkar 4th Mar '04 13167 2
Industry Standards For Calling Times Gary 13th Jan '04 12303 13
Agent Login productivity Rakesh 13th Sep '05 11640 13
Calls or Customers Per Hour Calculation Andy 16th Mar '12 10940 3
Scheduling breaks/ lunches in an excel report Danny 27th Sep '17 9451 5
AHT Glide Path Jeff 16th Oct '06 7612 7
Should agents/associates give their full name ??? Richard 16th Dec '02 7221 11
Suggest Another name for a call center agent Wael 10th Jan '18 7107 3
The Meaning of ACR in Outbound Call Center rahul 24th Jun '17 6718 5
Call Center FTE based on Calls Per month Venita 5th Dec '17 6695 6
Bidding for Shifts Rachana 7th Jul '05 6436 15
Agent to Team Leader ? Help ! Stalin 25th Mar '05 5228 6
Erlang C on Google App Script (Google Sheets) Gianluca 10th Mar '20 4625 4
what is MIS with reference to a call centre, how does MIS work shantanu 28th Sep '03 4591 7
Is there a link between Average Speed of Answer and Service Level? Anon 21st May '16 4545 4
Bad Performance Feedback Menna 18th Nov '20 4522 3
IVR - TOP 3 Call Drivers Thomas 25th Nov '08 4487 7
Call Centre Reporting Metrics such as AHT Eric 15th May '10 4449 3
Call Center Seating Michael 6th Jul '07 4260 13
CTC zeinab 2nd Jul '21 4166 2
FTEs required Satyam 10th Nov '20 4132 2
Quality and Complain Matrix Mr 6th Sep '20 4034 2
How to calculate average call per hour per agent & per the whole center Scott 13th Feb '18 4005 2
Best way to forecast call volume (long term) Jurgen 9th May '17 3906 3
ACPT Mimi 21st May '21 3664 2
Service Level Vs Abandonment Rates Laura 15th Oct '09 3653 3
GDPR and Outbound calls Naomi 18th Oct '19 3622 2
Staff calculation formulas - help needed jan 28th May '21 3616 2
Determine FTE for an email queue Colin 25th Nov '20 3485 2
How do we calculate productivity while doing outbound callings Shailesh 28th Jun '17 3362 4
Scheduled Breaks and Lunches vs Long Calls Zoe 27th May '21 3325 4
Colors in a call center Marianne 18th Jun '03 3304 12
Signs or giveaways that your supervisor I live listening Kaylyn 23rd Oct '21 3262 2
FTE Requirement Pemba Lama 16th Apr '10 3010 12
How can I get a good Call Center Project Maya 22nd Dec '18 2891 2
How to maintain track of ghost calls Vikram 13th Jul '21 2865 2
Understandability (KPI) Zandile 1st Oct '21 2839 2
Calculating Resource Requirements Christopher 12th Jun '03 2538 10
Ideas for Reducing AHT Sara 27th Jan '05 2457 28
Shrinkage Formula Abhishek 14th Dec '18 2418 3
Dropped/Silent Calls Paul 5th Mar '07 2339 28
How calculate fte benefits of AHT reduction Ian 8th Dec '17 2254 2
Calculation to Forecast Abandoned Rates (or Call Handled / Capacity) Sanjay 13th Apr '17 2215 3
Break times for call centre Maame 2nd Sep '21 2211 2
What do you tell customers when they ask for your location? Emma 22nd Mar '20 2197 4
Need to make a MIS report for a call center within 24 hours Siddharth 17th Apr '03 2186 3
ACPD Meaning Cassandra 5th May '21 2173 3
COPC attrition calculation Tom 31st May '19 2125 2
AgentsFTE in CallCenter Helper Excel Calc jumps Lex 26th Sep '19 2122 3
Scheduled Breaks? Anon 27th Oct '03 2103 5
Low Productivity Due to unresolved customer queries Yanda 11th May '21 2091 2
Dials Vs DMC's Dave 14th Feb '03 2066 3
The best method for calculating PCA% Neil 1st Jul '16 2043 3
Back Office Service Level Kathryn 17th Jan '17 2041 8
HC Calculation for a Data Process mo 2nd Dec '08 2022 13
How do you Calculate outbound Abandonment - Ofcom? Darren 7th Mar '09 2005 6
How do call Center brokers get new clients? Jeff 2nd Nov '17 1981 3
Overflow calls Marina 12th Nov '19 1978 2
Staffing to abandon rate v Staffing to service level David 8th Apr '11 1966 7
Math Question Christa DeAddio 10th May '21 1915 2
Agent Name Appearing twice in Reports Robert 16th Oct '19 1905 2
Avoiding the Pitfalls with Repeat Callers Anna 18th Feb '07 1902 7
Abandoned Rates at Call Centre JOAN 9th Oct '20 1834 2
Call recording & notifying customers Elaine 28th Sep '05 1826 17
Agents access to call recordings Duncan 13th Oct '20 1821 2
finding headcount thembi 10th Jun '21 1806 2
Fte calculation Aauyushii 18th Jul '19 1760 2
Industry standard for Idle time? Dave 21st Mar '05 1757 6
What is the standard calls per subscriber rate in South Asia? Mazedur 6th Oct '19 1748 2
How do i calculate AU% in terms of utilization? Emmanuel 10th Feb '21 1734 2
How to generate individual forecast by contact type or management unit bpalmer28 29th Jun '16 1731 4
Service level predictions Sunny 12th Sep '16 1726 6
Staffing Variance equation - daily B 21st Apr '06 1722 4
Forecasting with only 12 months of data sanjiv 9th Aug '16 1716 4
Call Centre Headset Policies shalini 12th Mar '07 1713 3
Back Office Document Process – FTE Calculation Help Richie 26th May '16 1693 2
Sample schedule for 24x5 help desk Billy 13th Apr '06 1690 5
Erlang C Calculator Excel – Inc Shrinkage & Excel Add-in Ilya 5th Apr '17 1631 2
Forecasting % calls answered and Service Level Justin 1st Feb '17 1622 2
Easter Sunday - The Rules??? Simon 21st Feb '05 1616 11
Industry Standard- Infant attrition rate and Training quality swapnil 5th Jun '17 1568 2
best solution to manage Genesys configurations for my contact center David 22nd Jan '21 1558 2
Setting up a small call center Philip 3rd Mar '08 1554 36
Forecast Benchmarks Stuart 3rd Jan '02 1488 12
Outbound capacity planning... Jaimie 14th Feb '12 1473 4
Service Level Calculations Percentage Kelly 26th Jun '02 1470 7
Concurrent AHT Rahul 3rd Sep '20 1462 2
FTE and Per Call billing Calculation Shuabe 2nd Aug '17 1455 2
Customer Feedback for ASA Tracey 10th Jul '19 1446 2
Long AHTs, small volumes, erlang breaking down? D 19th Sep '19 1444 3
Industry standard wrap time against call time Mark 20th Feb '09 1391 6
What is the Difference Between VOIP & IPLC? Mayur 4th May '03 1352 7
Hourly Capacity for email process kiran 14th Jun '19 1345 2
Chat Concurrency Chris 23rd Feb '18 1340 2
Anticipated Wait Times Brian 27th Sep '19 1331 2
Strategies for dealing with massive call peaks on one day Danny 5th Sep '17 1295 3
How you approach UK and US clients for call center services? Ayah 28th Mar '18 1255 2
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