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 65178 6
Utilization calculation Marianne 3rd Mar '08 46935 10
What Exactly is FTE King 7th Oct '08 15005 22
Action Plans Pushkar 4th Mar '04 12696 2
Industry Standards For Calling Times Gary 13th Jan '04 11978 13
Agent Login productivity Rakesh 13th Sep '05 11444 13
Calls or Customers Per Hour Calculation Andy 16th Mar '12 10721 3
Scheduling breaks/ lunches in an excel report Danny 27th Sep '17 9229 5
AHT Glide Path Jeff 16th Oct '06 7260 7
Should agents/associates give their full name ??? Richard 16th Dec '02 7057 11
Suggest Another name for a call center agent Wael 10th Jan '18 7037 3
Call Center FTE based on Calls Per month Venita 5th Dec '17 6612 6
The Meaning of ACR in Outbound Call Center rahul 24th Jun '17 6435 5
Bidding for Shifts Rachana 7th Jul '05 6320 15
Agent to Team Leader ? Help ! Stalin 25th Mar '05 5197 6
Bad Performance Feedback Menna 18th Nov '20 4487 3
Is there a link between Average Speed of Answer and Service Level? Anon 21st May '16 4328 4
Call Centre Reporting Metrics such as AHT Eric 15th May '10 4327 3
what is MIS with reference to a call centre, how does MIS work shantanu 28th Sep '03 4252 7
IVR - TOP 3 Call Drivers Thomas 25th Nov '08 4238 7
FTEs required Satyam 10th Nov '20 4109 2
Call Center Seating Michael 6th Jul '07 4094 13
Quality and Complain Matrix Mr 6th Sep '20 4002 2
Best way to forecast call volume (long term) Jurgen 9th May '17 3862 3
How to calculate average call per hour per agent & per the whole center Scott 13th Feb '18 3798 2
Erlang C on Google App Script (Google Sheets) Gianluca 10th Mar '20 3739 4
GDPR and Outbound calls Naomi 18th Oct '19 3594 2
Staff calculation formulas - help needed jan 28th May '21 3587 2
Service Level Vs Abandonment Rates Laura 15th Oct '09 3578 3
Determine FTE for an email queue Colin 25th Nov '20 3460 2
ACPT Mimi 21st May '21 3383 2
How do we calculate productivity while doing outbound callings Shailesh 28th Jun '17 3329 4
Scheduled Breaks and Lunches vs Long Calls Zoe 27th May '21 3290 4
Colors in a call center Marianne 18th Jun '03 3199 12
FTE Requirement Pemba Lama 16th Apr '10 2967 12
How can I get a good Call Center Project Maya 22nd Dec '18 2840 2
Calculating Resource Requirements Christopher 12th Jun '03 2493 10
Ideas for Reducing AHT Sara 27th Jan '05 2399 28
Dropped/Silent Calls Paul 5th Mar '07 2299 28
Shrinkage Formula Abhishek 14th Dec '18 2266 3
CTC zeinab 2nd Jul '21 2239 2
How calculate fte benefits of AHT reduction Ian 8th Dec '17 2171 2
ACPD Meaning Cassandra 5th May '21 2133 3
Need to make a MIS report for a call center within 24 hours Siddharth 17th Apr '03 2116 3
Calculation to Forecast Abandoned Rates (or Call Handled / Capacity) Sanjay 13th Apr '17 2115 3
Low Productivity Due to unresolved customer queries Yanda 11th May '21 2068 2
AgentsFTE in CallCenter Helper Excel Calc jumps Lex 26th Sep '19 2054 3
Scheduled Breaks? Anon 27th Oct '03 2048 5
COPC attrition calculation Tom 31st May '19 1985 2
Back Office Service Level Kathryn 17th Jan '17 1981 8
How do you Calculate outbound Abandonment - Ofcom? Darren 7th Mar '09 1976 6
Overflow calls Marina 12th Nov '19 1960 2
What do you tell customers when they ask for your location? Emma 22nd Mar '20 1949 4
How do call Center brokers get new clients? Jeff 2nd Nov '17 1942 3
Staffing to abandon rate v Staffing to service level David 8th Apr '11 1934 7
Agent Name Appearing twice in Reports Robert 16th Oct '19 1893 2
Math Question Christa DeAddio 10th May '21 1893 2
Avoiding the Pitfalls with Repeat Callers Anna 18th Feb '07 1872 7
HC Calculation for a Data Process mo 2nd Dec '08 1869 13
The best method for calculating PCA% Neil 1st Jul '16 1859 3
Dials Vs DMC's Dave 14th Feb '03 1845 3
Agents access to call recordings Duncan 13th Oct '20 1802 2
Abandoned Rates at Call Centre JOAN 9th Oct '20 1798 2
Call recording & notifying customers Elaine 28th Sep '05 1794 17
finding headcount thembi 10th Jun '21 1792 2
Fte calculation Aauyushii 18th Jul '19 1747 2
Industry standard for Idle time? Dave 21st Mar '05 1726 6
How do i calculate AU% in terms of utilization? Emmanuel 10th Feb '21 1719 2
What is the standard calls per subscriber rate in South Asia? Mazedur 6th Oct '19 1714 2
Forecasting with only 12 months of data sanjiv 9th Aug '16 1686 4
How to generate individual forecast by contact type or management unit bpalmer28 29th Jun '16 1676 4
Call Centre Headset Policies shalini 12th Mar '07 1669 3
Back Office Document Process – FTE Calculation Help Richie 26th May '16 1652 2
Staffing Variance equation - daily B 21st Apr '06 1611 4
Easter Sunday - The Rules??? Simon 21st Feb '05 1602 11
Service level predictions Sunny 12th Sep '16 1591 6
Erlang C Calculator Excel – Inc Shrinkage & Excel Add-in Ilya 5th Apr '17 1565 2
Forecasting % calls answered and Service Level Justin 1st Feb '17 1560 2
best solution to manage Genesys configurations for my contact center David 22nd Jan '21 1541 2
Setting up a small call center Philip 3rd Mar '08 1505 36
Sample schedule for 24x5 help desk Billy 13th Apr '06 1487 5
Industry Standard- Infant attrition rate and Training quality swapnil 5th Jun '17 1483 2
Forecast Benchmarks Stuart 3rd Jan '02 1452 12
Service Level Calculations Percentage Kelly 26th Jun '02 1449 7
Outbound capacity planning... Jaimie 14th Feb '12 1419 4
Long AHTs, small volumes, erlang breaking down? D 19th Sep '19 1417 3
Customer Feedback for ASA Tracey 10th Jul '19 1416 2
Concurrent AHT Rahul 3rd Sep '20 1379 2
Industry standard wrap time against call time Mark 20th Feb '09 1371 6
FTE and Per Call billing Calculation Shuabe 2nd Aug '17 1369 2
What is the Difference Between VOIP & IPLC? Mayur 4th May '03 1325 7
Anticipated Wait Times Brian 27th Sep '19 1313 2
Hourly Capacity for email process kiran 14th Jun '19 1289 2
Strategies for dealing with massive call peaks on one day Danny 5th Sep '17 1269 3
Chat Concurrency Chris 23rd Feb '18 1255 2
How you approach UK and US clients for call center services? Ayah 28th Mar '18 1233 2
Per hour productivity Nishad 20th May '20 1217 2
How to maintain track of ghost calls Vikram 13th Jul '21 1213 2
Predicted Service Level based on changing Agents H 20th Sep '19 1188 2
Non voice emails Kerry 13th Jun '20 1171 3
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