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 34466 6
Utilization calculation Marianne 3rd Mar '08 33164 10
What Exactly is FTE? King 7th Oct '08 12991 22
Action Plans Pushkar 4th Mar '04 11530 2
Industry Standards For Calling Times Gary 13th Jan '04 11239 13
Agent Login productivity Rakesh 13th Sep '05 10957 13
Calls Per Hour Calculation Andy 16th Mar '12 9693 3
Suggest Another name for a call center agent Wael 10th Jan '18 6750 3
Should agents/associates give their full name ??? Richard 16th Dec '02 6612 11
AHT Glide Path Jeff 16th Oct '06 6300 7
Scheduling breaks/ lunches in an excel report Danny 27th Sep '17 6294 5
Call Center FTE based on Calls Per month Venita 5th Dec '17 6291 6
Bidding for Shifts Rachana 7th Jul '05 5995 15
The Meaning of ACR in Outbound Call Center rahul 24th Jun '17 5655 5
Agent to Team Leader ? Help ! Stalin 25th Mar '05 5157 6
Call Centre Reporting Metrics such as AHT Eric 15th May '10 3998 3
Best way to forecast call volume (long term) Jurgen 9th May '17 3792 3
Is there a link between Average Speed of Answer and Service Level? Anon 21st May '16 3768 4
Call Center Seating Michael 6th Jul '07 3707 13
IVR - TOP 3 Call Drivers Thomas 25th Nov '08 3590 7
GDPR and Outbound calls Naomi 18th Oct '19 3561 2
Quality and Complain Matrix Mr 6th Sep '20 3360 2
what is MIS with reference to a call centre, how does MIS work shantanu 28th Sep '03 3334 7
Service Level Vs Abandonment Rates Laura 15th Oct '09 3277 3
How to calculate average call per hour per agent & per the whole center Scott 13th Feb '18 3246 2
Colors in a call center Marianne 18th Jun '03 2930 12
FTE Requirement Pemba Lama 16th Apr '10 2858 12
How can I get a good Call Center Project Maya 22nd Dec '18 2719 2
Calculating Resource Requirements Christopher 12th Jun '03 2411 10
Ideas for Reducing AHT Sara 27th Jan '05 2190 28
Dropped/Silent Calls Paul 5th Mar '07 2178 28
AgentsFTE in CallCenter Helper Excel Calc jumps Lex 26th Sep '19 1940 3
How calculate fte benefits of AHT reduction Ian 8th Dec '17 1925 2
Overflow calls Marina 12th Nov '19 1919 2
Shrinkage Formula Abhishek 14th Dec '18 1914 3
Need to make a MIS report for a call center within 24 hours Siddharth 17th Apr '03 1912 3
How do you Calculate outbound Abandonment - Ofcom? Darren 7th Mar '09 1871 6
Agent Name Appearing twice in Reports Robert 16th Oct '19 1859 2
Calculation to Forecast Abandoned Rates (or Call Handled / Capacity) Sanjay 13th Apr '17 1855 3
Back Office Service Level Kathryn 17th Jan '17 1853 8
How do call Center brokers get new clients? Jeff 2nd Nov '17 1853 3
Staffing to abandon rate v Staffing to service level David 8th Apr '11 1838 7
Scheduled Breaks? Anon 27th Oct '03 1831 5
Agents access to call recordings Duncan 13th Oct '20 1765 2
Abandoned Rates at Call Centre JOAN 9th Oct '20 1756 2
COPC attrition calculation Tom 31st May '19 1715 2
Fte calculation Aauyushii 18th Jul '19 1709 2
Call recording & notifying customers Elaine 28th Sep '05 1675 17
What is the standard calls per subscriber rate in South Asia? Mazedur 6th Oct '19 1644 2
Industry standard for Idle time? Dave 21st Mar '05 1607 6
Forecasting with only 12 months of data sanjiv 9th Aug '16 1568 4
Call Centre Headset Policies shalini 12th Mar '07 1566 3
HC Calculation for a Data Process mo 2nd Dec '08 1553 13
How to generate individual forecast by contact type or management unit bpalmer28 29th Jun '16 1505 4
FTEs required Satyam 10th Nov '20 1504 2
Dials Vs DMC's Dave 14th Feb '03 1500 3
Back Office Document Process – FTE Calculation Help Richie 26th May '16 1477 2
Erlang C Calculator Excel – Inc Shrinkage & Excel Add-in Ilya 5th Apr '17 1451 2
The best method for calculating PCA% Neil 1st Jul '16 1426 3
Easter Sunday - The Rules??? Simon 21st Feb '05 1405 11
Setting up a small call center Philip 3rd Mar '08 1396 36
What do you tell customers when they ask for your location? Emma 22nd Mar '20 1392 4
Staffing Variance equation - daily B 21st Apr '06 1391 4
Long AHTs, small volumes, erlang breaking down? D 19th Sep '19 1368 3
Service Level Calculations Percentage Kelly 26th Jun '02 1361 7
Customer Feedback for ASA Tracey 10th Jul '19 1359 2
Forecast Benchmarks Stuart 3rd Jan '02 1357 12
How do we calculate productivity while doing outbound callings Shailesh 28th Jun '17 1354 3
Forecasting % calls answered and Service Level Justin 1st Feb '17 1353 2
Industry Standard- Infant attrition rate and Training quality swapnil 5th Jun '17 1333 2
Industry standard wrap time against call time Mark 20th Feb '09 1329 6
Anticipated Wait Times Brian 27th Sep '19 1277 2
Service level predictions Sunny 12th Sep '16 1267 6
Strategies for dealing with massive call peaks on one day Danny 5th Sep '17 1235 3
FTE and Per Call billing Calculation Shuabe 2nd Aug '17 1220 2
Outbound capacity planning... Jaimie 14th Feb '12 1214 4
Erlang C on Google App Script (Google Sheets) Gianluca 10th Mar '20 1212 4
Concurrent AHT Rahul 3rd Sep '20 1203 2
What is the Difference Between VOIP & IPLC? Mayur 4th May '03 1191 7
Per hour productivity Nishad 20th May '20 1173 2
Hourly Capacity for email process kiran 14th Jun '19 1167 2
How you approach UK and US clients for call center services? Ayah 28th Mar '18 1166 2
Predicted Service Level based on changing Agents H 20th Sep '19 1152 2
Non voice emails Kerry 13th Jun '20 1129 3
Register a call centre in the UK Emam 18th Dec '19 1105 4
Example of a Telephone Sales Hook Steve 19th Nov '17 1075 2
Chat Concurrency Chris 23rd Feb '18 1032 2
Calls per hour KPI Kimberley 23rd Aug '19 1024 2
Service Grade Calculation M Peter 26th Mar '17 994 3
Inbound abandon rate Thomas 17th Feb '09 976 19
Idle and Wrap up Times Phil 20th Feb '05 972 6
Sample schedule for 24x5 help desk Billy 13th Apr '06 960 5
Definitions: Call offered, service level event, abandoned call john 3rd Nov '17 956 3
Lack of experience led to some problems. Conor 9th Sep '17 952 2
Importance of contact centre in a bigger organisation Promise 27th Aug '20 927 2
Creating a Contact Centre Operations Handbook/Manual Bryce 26th Dec '01 919 5
What are the some of the key assessments to look out for when recruiting for Emails and Social Media desks? Doye 26th Jun '20 919 3
FTE required weekly with 90% SLA in 30 secs and 80% SLA in 20 sec JoseRD 19th May '17 911 3
How do i get more business in my call centre mrs 9th Jun '19 891 2
Interview Procedure in the International Call Centers Alok 2nd Aug '04 857 7
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