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 14103 14
Utilization calculation Marianne 3rd Mar '08 10009 16
Industry Standards For Calling Times Gary 13th Jan '04 6568 11
Agent Login productivity Rakesh 13th Sep '05 6470 11
Action Plans Pushkar 4th Mar '04 5882 2
FTE King 7th Oct '08 5168 22
Agent to Team Leader ? Help ! Stalin 25th Mar '05 4688 6
Bidding for Shifts Rachana 7th Jul '05 3557 15
AHT Glide Path Jeff 16th Oct '06 3129 7
Calls Per Hour Calculation Andy 16th Mar '12 2984 3
voice and non-voice in BPO Abhinav 21st Jan '16 2938 6
Call Centre Reporting Metrics such as AHT Eric 15th May '10 2722 3
Should agents/associates give their full name ??? Richard 16th Dec '02 2523 9
FTE Requirement Pemba Lama 16th Apr '10 2251 12
Service Level Vs Abandonment Rates Laura 15th Oct '09 2026 2
Calculating Resource Requirements Christopher 12th Jun '03 1850 10
Suggest Another name for a call center agent Wael 10th Jan '18 1808 3
Colors in a call center Marianne 18th Jun '03 1675 12
Call Center Seating Michael 6th Jul '07 1661 13
Top 5 WFM Tools Ian 27th Jun '05 1525 10
Best way to forecast call volume (long term) Jurgen 9th May '17 1522 3
Is there a link between Average Speed of Answer and Service Level? Anon 21st May '16 1428 4
Staffing to abandon rate v Staffing to service level David 8th Apr '11 1386 7
The Meaning of ACR in Outbound Call Center rahul 24th Jun '17 1353 4
Dropped/Silent Calls Paul 5th Mar '07 1343 28
WFM Scheduling Issues (IEX TotalView) Sabu 9th Feb '06 1320 8
How do you Calculate outbound Abandonment - Ofcom? Darren 7th Mar '09 1293 6
Call Center FTE based on Calls Per month Venita 5th Dec '17 1240 2
IVR - TOP 3 Call Drivers Thomas 25th Nov '08 1147 7
Strategies for dealing with massive call peaks on one day Danny 5th Sep '17 1074 3
ISCC Call transfers-Genesys Hiranjith 23rd Mar '06 1062 7
Reducing AHT Sara 27th Jan '05 960 28
How do call Center brokers get new clients? Jeff 2nd Nov '17 958 3
Need to make a MIS report for a call center within 24 hours Siddharth 17th Apr '03 951 3
Example of a Telephone Sales Hook Steve 19th Nov '17 951 2
what is MIS with reference to a call centre, how does MIS work shantanu 28th Sep '03 950 7
Call recording & notifying customers Elaine 28th Sep '05 944 17
Industry Standard- Infant attrition rate and Training quality swapnil 5th Jun '17 901 2
Service Level Calculations Percentage Kelly 26th Jun '02 883 8
Industry standard for Idle time? Dave 21st Mar '05 878 6
Forecast Benchmarks Stuart 3rd Jan '02 876 12
Lack of experience led to some problems. Conor 9th Sep '17 859 2
Easter Sunday - The Rules??? Simon 21st Feb '05 855 11
NICE IEX WFM - How to generate individual forecast by contact type or management unit bpalmer28 29th Jun '16 849 4
Call Centre Headset Policies shalini 12th Mar '07 847 3
Industry standard wrap time against call time Mark 20th Feb '09 837 6
Forecasting with only 12 months of data sanjiv 9th Aug '16 821 4
Scheduled Breaks? Anon 27th Oct '03 759 5
How to calculate average call per hour per agent & per the whole center Scott 13th Feb '18 758 2
Definition of Customer Facing Time (CFT) ? Bill 9th Sep '03 742 2
Inbound abandon rate Thomas 17th Feb '09 718 19
What is the Difference Between VOIP & IPLC? Mayur 4th May '03 712 7
Back Office Document Process – FTE Calculation Help Richie 26th May '16 703 2
Avaya Agents Jumping out of after call Sean 16th Feb '07 700 5
HC Calculation for a Data Process mo 2nd Dec '08 697 13
Idle and Wrap up Times Phil 20th Feb '05 684 7
Excel File Not Found with Max. Occupancy Limitation Noman 13th Aug '17 670 2
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 '17 667 2
Dials Vs DMC's Dave 14th Feb '03 636 3
Behind on responding to new leads coming in. Camile 2nd Nov '17 609 2
Outbound capacity planning... Jaimie 14th Feb '12 606 4
Reducing noise in call centres Gabriella 26th Apr '06 604 9
How to calculate the need calls to achieve SLA ? Eslam 11th Jan '18 598 2
How calculate fte benefits of AHT reduction Ian 8th Dec '17 590 2
Staffing Variance equation - daily B 21st Apr '06 584 4
Call Center set up implementation plan template in Microsoft Project format Helena 18th Mar '18 580 2
Calculation to Forecast Abandoned Rates (or Call Handled / Capacity) Sanjay 13th Apr '17 571 3
Please give clear definition and clear formula, Call offered, Calls that had a service level event, what is abandoned call john 3rd Nov '17 553 3
Grade of Service / Abandonment Rate B 11th Nov '03 530 8
How is IEX different from Erlang C Pamposh 18th Feb '10 528 5
IEX...and schedule generation Conlaoth 3rd Feb '10 525 3
FTE required weekly with 90% SLA in 30 secs and 80% SLA in 20 sec JoseRD 19th May '17 523 3
Agent is very slow on emails Levinia 26th May '17 522 2
Diallers. Dave 1st Oct '04 521 20
Is Resource Planning effective Manish 1st Feb '18 521 2
Legal time on phone lines Lisa 20th Nov '17 505 2
FTE and Per Call billing Calculation Shuabe 2nd Aug '17 498 2
Scheduling breaks/ lunches in an excel report Danny 27th Sep '17 496 2
Aspect eWFM technical manual H 17th Apr '07 480 4
Calculating staffing levels for outbound campaigns Christine 22nd Feb '08 475 4
Data Protection Act Verification Gavin 31st Oct '06 469 2
Merging of 2 different call centre operations Sara 24th Jan '02 443 3
DPA question Sam 6th Feb '18 443 2
Calculation for Agent Productivity Cheril Ann 19th Feb '14 431 2
One salesperson is getting all of the calls Mark 8th Feb '18 431 9
Line Idle After Dial gary 16th Sep '10 429 3
Setting up a small call center Philip 3rd Mar '08 427 34
Answer Machine Detection Success Rates Nathan 24th Nov '05 422 21
TUI Assessment day!!!! Paul 14th Jun '09 416 4
Average handing time is heavily distorted by the outliers. How do we deal with these outliers john 31st Oct '17 414 2
Setting achieveable KPI's in the call centre D 18th Jan '03 409 6
AVAYA CMS Scripting VIA VBA Paul 18th Apr '06 405 2
Resource Calculation for Multiple skills (Languages) Eric 6th Jun '11 399 9
15 Minute Interval Forecast Accuracy Dale 18th Feb '10 391 2
inbound calls Mandy 9th Feb '18 389 3
Acceptable forecast variance? Dylan 16th Sep '03 383 4
Interview Procedure in the International Call Centers Alok 2nd Aug '04 374 7
Outbound call Maizy 15th Jun '17 372 2
IVR Options Anita 24th Apr '18 365 4
Queuebuster Anyone?? Graham 8th Sep '04 364 22
  More topics...