Call Centre Answers
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Subject Author Created Views Posts
How to get first client? Michael 24th Jan '06 12318 11
Utilization calculation Marianne 3rd Mar '08 8388 16
Industry Standards For Calling Times Gary 13th Jan '04 6152 11
Agent Login productivity Rakesh 13th Sep '05 5609 9
Action Plans Pushkar 4th Mar '04 5371 2
FTE King 7th Oct '08 4750 22
Agent to Team Leader ? Help ! Stalin 25th Mar '05 4578 6
Bidding for Shifts Rachana 7th Jul '05 3190 15
AHT Glide Path Jeff 16th Oct '06 2826 7
Calls Per Hour Calculation Andy 16th Mar '12 2629 3
Call Centre Reporting Metrics such as AHT Eric 15th May '10 2596 3
Should agents/associates give their full name ??? Richard 16th Dec '02 2256 9
FTE Requirement Pemba Lama 16th Apr '10 2182 12
voice and non-voice in BPO Abhinav 21st Jan '16 1964 5
Service Level Vs Abandonment Rates Laura 15th Oct '09 1903 2
Calculating Resource Requirements Christopher 12th Jun '03 1792 10
Call Center Seating Michael 6th Jul '07 1442 13
Colors in a call center Marianne 18th Jun '03 1352 12
Staffing to abandon rate v Staffing to service level David 8th Apr '11 1325 7
Top 5 WFM Tools Ian 27th Jun '05 1261 10
How do you Calculate outbound Abandonment - Ofcom? Darren 7th Mar '09 1246 6
Is there a link between Average Speed of Answer and Service Level? Anon 21st May '16 1242 4
Dropped/Silent Calls Paul 5th Mar '07 1224 28
Suggest Another name for a call center agent Wael 10th Jan '18 1188 3
WFM Scheduling Issues (IEX TotalView) Sabu 9th Feb '06 1181 8
The Meaning of ACR in Outbound Call Center rahul 24th Jun '17 1151 4
Best way to forecast call volume (long term) Jurgen 9th May '17 1134 3
Strategies for dealing with massive call peaks on one day Danny 5th Sep '17 1054 3
IVR - TOP 3 Call Drivers Thomas 25th Nov '08 1042 7
Call Center FTE based on Calls Per month Venita 5th Dec '17 1032 2
ISCC Call transfers-Genesys Hiranjith 23rd Mar '06 993 7
Example of a Telephone Sales Hook Steve 19th Nov '17 901 2
Need to make a MIS report for a call center within 24 hours Siddharth 17th Apr '03 869 3
Industry Standard- Infant attrition rate and Training quality swapnil 5th Jun '17 868 2
Lack of experience led to some problems. Conor 9th Sep '17 842 2
Easter Sunday - The Rules??? Simon 21st Feb '05 836 11
Forecast Benchmarks Stuart 3rd Jan '02 822 12
Service Level Calculations Percentage Kelly 26th Jun '02 820 8
Reducing AHT Sara 27th Jan '05 804 28
Call recording & notifying customers Elaine 28th Sep '05 799 17
Industry standard for Idle time? Dave 21st Mar '05 790 6
NICE IEX WFM - How to generate individual forecast by contact type or management unit bpalmer28 29th Jun '16 775 4
How do call Center brokers get new clients? Jeff 2nd Nov '17 775 3
Call Centre Headset Policies shalini 12th Mar '07 772 3
Industry standard wrap time against call time Mark 20th Feb '09 750 6
what is MIS with reference to a call centre, how does MIS work shantanu 28th Sep '03 744 7
Scheduled Breaks? Anon 27th Oct '03 697 5
Definition of Customer Facing Time (CFT) ? Bill 9th Sep '03 695 2
Inbound abandon rate Thomas 17th Feb '09 690 19
Forecasting with only 12 months of data sanjiv 9th Aug '16 685 4
Excel File Not Found with Max. Occupancy Limitation Noman 13th Aug '17 663 2
Idle and Wrap up Times Phil 20th Feb '05 659 7
Avaya Agents Jumping out of after call Sean 16th Feb '07 629 5
HC Calculation for a Data Process mo 2nd Dec '08 629 13
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 '17 628 2
Back Office Document Process – FTE Calculation Help Richie 26th May '16 606 2
What is the Difference Between VOIP & IPLC? Mayur 4th May '03 590 7
Behind on responding to new leads coming in. Camile 2nd Nov '17 586 2
How to calculate the need calls to achieve SLA ? Eslam 11th Jan '18 578 2
Dials Vs DMC's Dave 14th Feb '03 566 3
How to calculate average call per hour per agent & per the whole center Scott 13th Feb '18 561 2
Outbound capacity planning... Jaimie 14th Feb '12 550 4
Staffing Variance equation - daily B 21st Apr '06 528 4
How calculate fte benefits of AHT reduction Ian 8th Dec '17 520 2
Please give clear definition and clear formula, Call offered, Calls that had a service level event, what is abandoned call john 3rd Nov '17 516 3
Is Resource Planning effective Manish 1st Feb '18 514 2
Agent is very slow on emails Levinia 26th May '17 513 2
FTE required weekly with 90% SLA in 30 secs and 80% SLA in 20 sec JoseRD 19th May '17 507 3
Legal time on phone lines Lisa 20th Nov '17 499 2
Diallers. Dave 1st Oct '04 493 20
Grade of Service / Abandonment Rate B 11th Nov '03 488 8
How is IEX different from Erlang C Pamposh 18th Feb '10 476 5
Calculation to Forecast Abandoned Rates (or Call Handled / Capacity) Sanjay 13th Apr '17 473 3
Data Protection Act Verification Gavin 31st Oct '06 458 2
FTE and Per Call billing Calculation Shuabe 2nd Aug '17 452 2
Calculating staffing levels for outbound campaigns Christine 22nd Feb '08 449 4
IEX...and schedule generation Conlaoth 3rd Feb '10 442 3
Aspect eWFM technical manual H 17th Apr '07 436 4
DPA question Sam 6th Feb '18 421 2
One salesperson is getting all of the calls Mark 8th Feb '18 417 9
TUI Assessment day!!!! Paul 14th Jun '09 407 4
Merging of 2 different call centre operations Sara 24th Jan '02 404 3
Setting achieveable KPI's in the call centre D 18th Jan '03 401 6
Line Idle After Dial gary 16th Sep '10 401 3
Call Center set up implementation plan template in Microsoft Project format Helena 18th Mar '18 400 2
Answer Machine Detection Success Rates Nathan 24th Nov '05 393 21
inbound calls Mandy 9th Feb '18 382 3
Reducing noise in call centres Gabriella 26th Apr '06 381 8
Calculation for Agent Productivity Cheril Ann 19th Feb '14 381 2
Average handing time is heavily distorted by the outliers. How do we deal with these outliers john 31st Oct '17 379 2
Resource Calculation for Multiple skills (Languages) Eric 6th Jun '11 368 9
15 Minute Interval Forecast Accuracy Dale 18th Feb '10 365 2
AVAYA CMS Scripting VIA VBA Paul 18th Apr '06 361 2
Queuebuster Anyone?? Graham 8th Sep '04 351 22
Outbound call Maizy 15th Jun '17 345 2
IVR Options Anita 24th Apr '18 338 4
Interview Procedure in the International Call Centers Alok 2nd Aug '04 337 7
What percentage of Abandoned Callers Call Back? Cliff 12th Jan '06 334 10
Hp call center contest Anjali 19th Feb '18 331 2
Acceptable forecast variance? Dylan 16th Sep '03 329 4
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