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 46385 6
Utilization calculation Marianne 3rd Mar '08 38538 10
What Exactly is FTE? King 7th Oct '08 13865 22
Action Plans Pushkar 4th Mar '04 11998 2
Industry Standards For Calling Times Gary 13th Jan '04 11561 13
Agent Login productivity Rakesh 13th Sep '05 11126 13
Calls or Customers Per Hour Calculation Andy 16th Mar '12 10218 3
Scheduling breaks/ lunches in an excel report Danny 27th Sep '17 8832 5
Suggest Another name for a call center agent Wael 10th Jan '18 6900 3
Should agents/associates give their full name ??? Richard 16th Dec '02 6825 11
AHT Glide Path Jeff 16th Oct '06 6662 7
Call Center FTE based on Calls Per month Venita 5th Dec '17 6422 6
Bidding for Shifts Rachana 7th Jul '05 6120 15
The Meaning of ACR in Outbound Call Center rahul 24th Jun '17 5954 5
Agent to Team Leader ? Help ! Stalin 25th Mar '05 5169 6
Bad Performance Feedback Menna 18th Nov '20 4460 3
Call Centre Reporting Metrics such as AHT Eric 15th May '10 4092 3
FTEs required Satyam 10th Nov '20 4082 2
Is there a link between Average Speed of Answer and Service Level? Anon 21st May '16 4002 4
Quality and Complain Matrix Mr 6th Sep '20 3973 2
IVR - TOP 3 Call Drivers Thomas 25th Nov '08 3852 7
Call Center Seating Michael 6th Jul '07 3851 13
Best way to forecast call volume (long term) Jurgen 9th May '17 3820 3
what is MIS with reference to a call centre, how does MIS work shantanu 28th Sep '03 3701 7
GDPR and Outbound calls Naomi 18th Oct '19 3573 2
How to calculate average call per hour per agent & per the whole center Scott 13th Feb '18 3472 2
Determine FTE for an email queue Colin 25th Nov '20 3432 2
Service Level Vs Abandonment Rates Laura 15th Oct '09 3388 3
How do we calculate productivity while doing outbound callings Shailesh 28th Jun '17 3287 4
Colors in a call center Marianne 18th Jun '03 3040 12
FTE Requirement Pemba Lama 16th Apr '10 2896 12
How can I get a good Call Center Project Maya 22nd Dec '18 2780 2
Calculating Resource Requirements Christopher 12th Jun '03 2444 10
Ideas for Reducing AHT Sara 27th Jan '05 2262 28
Dropped/Silent Calls Paul 5th Mar '07 2212 28
Shrinkage Formula Abhishek 14th Dec '18 2084 3
How calculate fte benefits of AHT reduction Ian 8th Dec '17 2019 2
Need to make a MIS report for a call center within 24 hours Siddharth 17th Apr '03 2007 3
AgentsFTE in CallCenter Helper Excel Calc jumps Lex 26th Sep '19 1981 3
Calculation to Forecast Abandoned Rates (or Call Handled / Capacity) Sanjay 13th Apr '17 1955 3
Overflow calls Marina 12th Nov '19 1932 2
Scheduled Breaks? Anon 27th Oct '03 1930 5
How do you Calculate outbound Abandonment - Ofcom? Darren 7th Mar '09 1915 6
Back Office Service Level Kathryn 17th Jan '17 1900 8
How do call Center brokers get new clients? Jeff 2nd Nov '17 1900 3
Staffing to abandon rate v Staffing to service level David 8th Apr '11 1869 7
Agent Name Appearing twice in Reports Robert 16th Oct '19 1868 2
COPC attrition calculation Tom 31st May '19 1792 2
Agents access to call recordings Duncan 13th Oct '20 1782 2
Abandoned Rates at Call Centre JOAN 9th Oct '20 1775 2
Fte calculation Aauyushii 18th Jul '19 1722 2
Call recording & notifying customers Elaine 28th Sep '05 1719 17
What is the standard calls per subscriber rate in South Asia? Mazedur 6th Oct '19 1680 2
What do you tell customers when they ask for your location? Emma 22nd Mar '20 1660 4
Industry standard for Idle time? Dave 21st Mar '05 1655 6
HC Calculation for a Data Process mo 2nd Dec '08 1636 13
Dials Vs DMC's Dave 14th Feb '03 1627 3
Forecasting with only 12 months of data sanjiv 9th Aug '16 1614 4
Call Centre Headset Policies shalini 12th Mar '07 1596 3
The best method for calculating PCA% Neil 1st Jul '16 1589 3
How to generate individual forecast by contact type or management unit bpalmer28 29th Jun '16 1562 4
Back Office Document Process – FTE Calculation Help Richie 26th May '16 1546 2
best solution to manage Genesys configurations for my contact center David 22nd Jan '21 1523 2
Erlang C Calculator Excel – Inc Shrinkage & Excel Add-in Ilya 5th Apr '17 1492 2
Staffing Variance equation - daily B 21st Apr '06 1470 4
Setting up a small call center Philip 3rd Mar '08 1437 36
Forecasting % calls answered and Service Level Justin 1st Feb '17 1428 2
Easter Sunday - The Rules??? Simon 21st Feb '05 1425 11
Service Level Calculations Percentage Kelly 26th Jun '02 1399 7
Forecast Benchmarks Stuart 3rd Jan '02 1397 12
Long AHTs, small volumes, erlang breaking down? D 19th Sep '19 1390 3
Service level predictions Sunny 12th Sep '16 1386 6
Customer Feedback for ASA Tracey 10th Jul '19 1381 2
Industry Standard- Infant attrition rate and Training quality swapnil 5th Jun '17 1372 2
Erlang C on Google App Script (Google Sheets) Gianluca 10th Mar '20 1361 4
Industry standard wrap time against call time Mark 20th Feb '09 1348 6
Outbound capacity planning... Jaimie 14th Feb '12 1309 4
Anticipated Wait Times Brian 27th Sep '19 1289 2
FTE and Per Call billing Calculation Shuabe 2nd Aug '17 1279 2
How do i calculate AU% in terms of utilization? Emmanuel 10th Feb '21 1263 2
What is the Difference Between VOIP & IPLC? Mayur 4th May '03 1257 7
Concurrent AHT Rahul 3rd Sep '20 1256 2
Strategies for dealing with massive call peaks on one day Danny 5th Sep '17 1249 3
Hourly Capacity for email process kiran 14th Jun '19 1208 2
How you approach UK and US clients for call center services? Ayah 28th Mar '18 1199 2
Per hour productivity Nishad 20th May '20 1190 2
Avoiding the Pitfalls with Repeat Callers Anna 18th Feb '07 1180 7
Sample schedule for 24x5 help desk Billy 13th Apr '06 1177 5
Predicted Service Level based on changing Agents H 20th Sep '19 1166 2
Non voice emails Kerry 13th Jun '20 1147 3
Register a call centre in the UK Emam 18th Dec '19 1130 4
Chat Concurrency Chris 23rd Feb '18 1109 2
Example of a Telephone Sales Hook Steve 19th Nov '17 1092 2
Calls per hour KPI Kimberley 23rd Aug '19 1059 2
Service Grade Calculation M Peter 26th Mar '17 1037 3
Definitions: Call offered, service level event, abandoned call john 3rd Nov '17 1036 3
Idle and Wrap up Times Phil 20th Feb '05 1017 6
Inbound abandon rate Thomas 17th Feb '09 999 19
Creating a Contact Centre Operations Handbook/Manual Bryce 26th Dec '01 983 5
Lack of experience led to some problems. Conor 9th Sep '17 970 2
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