Call Centre Answers
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Subject Author Created Views Posts
How to get first client? Michael 24th Jan '06 6403 9
Agent to Team Leader ? Help ! Stalin 25th Mar '05 4029 6
Industry Standards For Calling Times Gary 13th Jan '04 3936 11
Agent Login productivity Rakesh 13th Sep '05 3803 9
FTE King 7th Oct '08 2848 22
Action Plans Pushkar 4th Mar '04 2734 2
Utilization calculation Marianne 3rd Mar '08 2332 13
Call Centre Reporting Metrics such as AHT Eric 15th May '10 1879 3
AHT Glide Path Jeff 16th Oct '06 1829 7
Bidding for Shifts Rachana 7th Jul '05 1819 14
FTE Requirement Pemba Lama 16th Apr '10 1581 12
Calculating Resource Requirements Christopher 12th Jun '03 1446 10
Service Level Vs Abandonment Rates Laura 15th Oct '09 1350 2
Strategies for dealing with massive call peaks on one day Danny 5th Sep '17 985 3
Calls Per Hour Andy 16th Mar '12 925 3
Staffing to abandon rate v Staffing to service level David 8th Apr '11 923 7
Should agents/associates give their full name ??? Richard 16th Dec '02 884 7
Colors in a call center Marianne 18th Jun '03 829 12
Industry Standard- Infant attrition rate and Training quality swapnil 5th Jun '17 785 2
Lack of experience led to some problems. Conor 9th Sep '17 753 2
Dropped/Silent Calls Paul 5th Mar '07 738 28
Call Center Seating Michael 6th Jul '07 733 13
How do you Calculate outbound Abandonment - Ofcom? Darren 7th Mar '09 688 6
ISCC Call transfers-Genesys Hiranjith 23rd Mar '06 644 7
IVR - TOP 3 Call Drivers Thomas 25th Nov '08 623 7
Is there a link between Average Speed of Answer and Service Level? Anon 21st May '16 566 4
Easter Sunday - The Rules??? Simon 21st Feb '05 555 11
Top 5 WFM Tools Ian 27th Jun '05 538 10
Excel File Not Found with Max. Occupancy Limitation Noman 13th Aug '17 537 2
Need to make a MIS report for a call center within 24 hours Siddharth 17th Apr '03 503 3
Forecast Benchmarks Stuart 3rd Jan '02 484 12
Idle and Wrap up Times Phil 20th Feb '05 482 7
Call Centre Headset Policies shalini 12th Mar '07 464 3
Agent is very slow on emails Levinia 26th May '17 460 2
Avaya Agents Jumping out of after call Sean 16th Feb '07 458 5
Scheduled Breaks? Anon 27th Oct '03 447 5
NICE IEX WFM - How to generate individual forecast by contact type or management unit bpalmer28 29th Jun '16 447 4
FTE required weekly with 90% SLA in 30 secs and 80% SLA in 20 sec JoseRD 19th May '17 445 3
Inbound abandon rate Thomas 17th Feb '09 439 19
WFM Scheduling Issues (IEX TotalView) Sabu 9th Feb '06 421 5
The Meaning of ACR in Outbound Call Center rahul 24th Jun '17 416 4
Industry standard wrap time against call time Mark 20th Feb '09 390 6
Definition of Customer Facing Time (CFT) ? Bill 9th Sep '03 388 2
Call recording & notifying customers Elaine 28th Sep '05 384 17
HC Calculation for a Data Process mo 2nd Dec '08 367 13
Diallers. Dave 1st Oct '04 363 20
Aspect eWFM technical manual H 17th Apr '07 326 4
FTE and Per Call billing Calculation Shuabe 2nd Aug '17 319 2
Outbound capacity planning... Jaimie 14th Feb '12 317 4
Setting achieveable KPI's in the call centre D 18th Jan '03 316 6
Grade of Service / Abandonment Rate B 11th Nov '03 313 8
Diff between VOIP & IPLC Mayur 4th May '03 310 7
voice and non-voice in BPO Abhinav 21st Jan '16 310 5
Data Protection Act Verification Gavin 31st Oct '06 309 2
Reducing noise in call centres Gabriella 26th Apr '06 289 8
Dials Vs DMC's Dave 14th Feb '03 287 3
TUI Assessment day!!!! Paul 14th Jun '09 284 4
Calculating staffing levels for outbound campaigns Christine 22nd Feb '08 276 4
Reducing AHT Sara 27th Jan '05 273 28
Merging of 2 different call centre operations Sara 24th Jan '02 265 3
Back Office Document Process – FTE Calculation Help Richie 26th May '16 254 2
Line Idle After Dial gary 16th Sep '10 253 3
Service Level Calculations Percentage Kelly 26th Jun '02 251 7
Best way to forecast call volume (long term) Jurgen 9th May '17 246 3
Answer Machine Detection Success Rates Nathan 24th Nov '05 240 21
Staffing Variance equation - daily B 21st Apr '06 232 4
lost opportunity carol 10th Jul '17 231 2
Queuebuster Anyone?? Graham 8th Sep '04 227 22
Assessment Exercises for Recruitment Carolyn 28th Mar '02 226 4
Industry standard for Idle time? Dave 21st Mar '05 225 5
15 Minute Interval Forecast Accuracy Dale 18th Feb '10 221 2
Forecasting with only 12 months of data sanjiv 9th Aug '16 210 4
Regs relating to manually calling back abandoned callers Dean 21st Jul '17 206 3
AVAYA CMS Scripting VIA VBA Paul 18th Apr '06 201 2
IEX...and schedule generation Conlaoth 3rd Feb '10 200 3
Resource Calculation for Multiple skills (Languages) Eric 6th Jun '11 199 9
what is MIS with reference to a call centre, how does MIS work shantanu 28th Sep '03 195 7
How is IEX different from Erlang C Pamposh 18th Feb '10 194 5
IT call centre insourcing Tim 7th Aug '01 189 17
Best software for WFM (Forecasting and Scheduling) Rachana 30th Jun '05 184 4
Occupancy target Ebrahim 20th Sep '16 181 2
Erlang Calculation Vs Computer simulation. Dave 14th Feb '03 164 3
Interview Procedure in the International Call Centers Alok 2nd Aug '04 164 7
New Proposals (Dialler Management Practice) Charles 29th Jun '05 164 7
9-6 shift patterns that can work in a Call Centre Sarah 12th Aug '09 163 4
Idle time -vs- service level Dirk 21st Dec '05 154 6
Acceptable forecast variance? Dylan 16th Sep '03 152 4
What percentage of Abandoned Callers Call Back? Cliff 12th Jan '06 152 10
wfm Multi skilling agents - Genesys Terry 7th Feb '06 152 5
Resource Planning Chakravarthy 1st Apr '09 151 6
Calculation for Agent Productivity Cheril Ann 19th Feb '14 148 2
WFM Software Michelle 24th Mar '17 148 7
call center directory service alex 14th Aug '17 148 2
callcenter operation process and roster plans Sanjay 19th Mar '02 147 3
Call Center PRICING MODELS Kunal 11th Mar '03 147 2
SITs - System/Special Information Tones Simon 4th May '07 146 4
Outbound Abandoned rate of 3% Joe 6th May '11 144 4
How do we calculate productivity while doing outbound callings Shailesh 28th Jun '17 144 2
Online Retailer Call Centre- confirming vs disclosing Ryan 14th Sep '17 142 2
Average wait time between calls - Genesys Dialler 7.2 Andy 18th Jun '08 139 5
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