Call Centre Answers
Ask your call centre questions and our panel will do its best to help.
Subject Author Created Views Posts
How to get first client? Michael 24th Jan '06 10281 12
Utilization calculation Marianne 3rd Mar '08 5957 15
Industry Standards For Calling Times Gary 13th Jan '04 5523 11
Agent Login productivity Rakesh 13th Sep '05 5045 9
Agent to Team Leader ? Help ! Stalin 25th Mar '05 4421 6
Action Plans Pushkar 4th Mar '04 4321 2
FTE King 7th Oct '08 4056 22
Bidding for Shifts Rachana 7th Jul '05 2637 15
AHT Glide Path Jeff 16th Oct '06 2503 7
Call Centre Reporting Metrics such as AHT Eric 15th May '10 2370 3
Calls Per Hour Calculation Andy 16th Mar '12 2094 3
FTE Requirement Pemba Lama 16th Apr '10 2026 12
Should agents/associates give their full name ??? Richard 16th Dec '02 1863 8
Service Level Vs Abandonment Rates Laura 15th Oct '09 1728 2
Calculating Resource Requirements Christopher 12th Jun '03 1727 10
Staffing to abandon rate v Staffing to service level David 8th Apr '11 1230 7
Call Center Seating Michael 6th Jul '07 1220 13
Colors in a call center Marianne 18th Jun '03 1186 12
Dropped/Silent Calls Paul 5th Mar '07 1075 28
Strategies for dealing with massive call peaks on one day Danny 5th Sep '17 1043 3
Is there a link between Average Speed of Answer and Service Level? Anon 21st May '16 1017 4
Top 5 WFM Tools Ian 27th Jun '05 991 10
voice and non-voice in BPO Abhinav 21st Jan '16 978 5
IVR - TOP 3 Call Drivers Thomas 25th Nov '08 896 7
How do you Calculate outbound Abandonment - Ofcom? Darren 7th Mar '09 890 6
ISCC Call transfers-Genesys Hiranjith 23rd Mar '06 886 7
WFM Scheduling Issues (IEX TotalView) Sabu 9th Feb '06 842 6
Industry Standard- Infant attrition rate and Training quality swapnil 5th Jun '17 841 2
The Meaning of ACR in Outbound Call Center rahul 24th Jun '17 836 4
Lack of experience led to some problems. Conor 9th Sep '17 832 2
Easter Sunday - The Rules??? Simon 21st Feb '05 823 11
Need to make a MIS report for a call center within 24 hours Siddharth 17th Apr '03 749 3
Forecast Benchmarks Stuart 3rd Jan '02 736 12
Best way to forecast call volume (long term) Jurgen 9th May '17 734 3
Example of a Telephone Sales Hook Steve 19th Nov '17 727 2
Call Center FTE based on Calls Per month Venita 5th Dec '17 724 2
Service Level Calculations Percentage Kelly 26th Jun '02 685 8
Call Centre Headset Policies shalini 12th Mar '07 683 3
NICE IEX WFM - How to generate individual forecast by contact type or management unit bpalmer28 29th Jun '16 666 4
Excel File Not Found with Max. Occupancy Limitation Noman 13th Aug '17 656 2
Definition of Customer Facing Time (CFT) ? Bill 9th Sep '03 624 2
Inbound abandon rate Thomas 17th Feb '09 619 19
Idle and Wrap up Times Phil 20th Feb '05 617 7
Call recording & notifying customers Elaine 28th Sep '05 614 17
Scheduled Breaks? Anon 27th Oct '03 611 5
Industry standard for Idle time? Dave 21st Mar '05 610 6
Reducing AHT Sara 27th Jan '05 607 28
Industry standard wrap time against call time Mark 20th Feb '09 600 6
Avaya Agents Jumping out of after call Sean 16th Feb '07 582 5
Forecasting with only 12 months of data sanjiv 9th Aug '16 549 4
Suggest Another name for a call center agent Wael 10th Jan '18 548 3
How to improve my skill more times to apply the call center I did not pass so how to pass my interview questions Arnel 22nd Dec '17 534 2
HC Calculation for a Data Process mo 2nd Dec '08 522 13
How do call Center brokers get new clients? Jeff 2nd Nov '17 515 3
What is the Difference Between VOIP & IPLC? Mayur 4th May '03 514 7
what is MIS with reference to a call centre, how does MIS work shantanu 28th Sep '03 511 7
Agent is very slow on emails Levinia 26th May '17 503 2
FTE required weekly with 90% SLA in 30 secs and 80% SLA in 20 sec JoseRD 19th May '17 493 3
How to calculate the need calls to achieve SLA ? Eslam 11th Jan '18 490 2
Outbound capacity planning... Jaimie 14th Feb '12 467 4
Dials Vs DMC's Dave 14th Feb '03 462 3
Behind on responding to new leads coming in. Camile 2nd Nov '17 457 2
Back Office Document Process – FTE Calculation Help Richie 26th May '16 453 2
Diallers. Dave 1st Oct '04 440 20
Data Protection Act Verification Gavin 31st Oct '06 439 2
Staffing Variance equation - daily B 21st Apr '06 436 4
Grade of Service / Abandonment Rate B 11th Nov '03 431 8
Please give clear definition and clear formula, Call offered, Calls that had a service level event, what is abandoned call john 3rd Nov '17 427 3
FTE and Per Call billing Calculation Shuabe 2nd Aug '17 415 2
Legal time on phone lines Lisa 20th Nov '17 413 2
Aspect eWFM technical manual H 17th Apr '07 403 4
Calculating staffing levels for outbound campaigns Christine 22nd Feb '08 396 4
TUI Assessment day!!!! Paul 14th Jun '09 393 4
Setting achieveable KPI's in the call centre D 18th Jan '03 386 6
How calculate fte benefits of AHT reduction Ian 8th Dec '17 374 2
Answer Machine Detection Success Rates Nathan 24th Nov '05 371 21
Merging of 2 different call centre operations Sara 24th Jan '02 366 3
Line Idle After Dial gary 16th Sep '10 359 3
Reducing noise in call centres Gabriella 26th Apr '06 358 8
Is Resource Planning effective Manish 1st Feb '18 352 2
IEX...and schedule generation Conlaoth 3rd Feb '10 351 3
Queuebuster Anyone?? Graham 8th Sep '04 335 22
DPA question Sam 6th Feb '18 335 2
One salesperson is getting all of the calls Mark 8th Feb '18 332 9
15 Minute Interval Forecast Accuracy Dale 18th Feb '10 328 2
Calculation for Agent Productivity Cheril Ann 19th Feb '14 315 2
Outbound call Maizy 15th Jun '17 315 2
Calculation to Forecast Abandoned Rates (or Call Handled / Capacity) Sanjay 13th Apr '17 309 3
AVAYA CMS Scripting VIA VBA Paul 18th Apr '06 308 2
Resource Calculation for Multiple skills (Languages) Eric 6th Jun '11 305 9
How is IEX different from Erlang C Pamposh 18th Feb '10 301 5
What percentage of Abandoned Callers Call Back? Cliff 12th Jan '06 294 10
inbound calls Mandy 9th Feb '18 294 3
Average handing time is heavily distorted by the outliers. How do we deal with these outliers john 31st Oct '17 288 2
Occupancy target Ebrahim 20th Sep '16 280 2
lost opportunity carol 10th Jul '17 275 2
Interview Procedure in the International Call Centers Alok 2nd Aug '04 274 7
Resource Planning Chakravarthy 1st Apr '09 273 6
IT call centre insourcing Tim 7th Aug '01 272 17
Assessment Exercises for Recruitment Carolyn 28th Mar '02 271 4
  More topics...