Call Centre Answers

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Subject Author Created Views Posts
How to get first client? Michael 24th Jan '06 18262 9
Utilization calculation Marianne 3rd Mar '08 14200 16
Industry Standards For Calling Times Gary 13th Jan '04 7399 11
Action Plans Pushkar 4th Mar '04 7245 2
FTE King 7th Oct '08 7224 22
Agent Login productivity Rakesh 13th Sep '05 7176 11
Voice and non-voice in BPO Abhinav 21st Jan '16 5825 5
Agent to Team Leader ? Help ! Stalin 25th Mar '05 4923 6
Bidding for Shifts Rachana 7th Jul '05 4347 15
Calls Per Hour Calculation Andy 16th Mar '12 4203 3
AHT Glide Path Jeff 16th Oct '06 3886 7
Suggest Another name for a call center agent Wael 10th Jan '18 3871 3
Should agents/associates give their full name ??? Richard 16th Dec '02 3209 9
Call Centre Reporting Metrics such as AHT Eric 15th May '10 3019 3
Best way to forecast call volume (long term) Jurgen 9th May '17 2535 3
FTE Requirement Pemba Lama 16th Apr '10 2442 12
Service Level Vs Abandonment Rates Laura 15th Oct '09 2309 2
Call Center Seating Michael 6th Jul '07 2226 13
Top 5 WFM Tools Ian 27th Jun '05 2110 10
Call Center FTE based on Calls Per month Venita 5th Dec '17 2051 4
Is there a link between Average Speed of Answer and Service Level? Anon 21st May '16 2040 4
Colors in a call center Marianne 18th Jun '03 2009 12
Calculating Resource Requirements Christopher 12th Jun '03 2005 10
The Meaning of ACR in Outbound Call Center rahul 24th Jun '17 1939 4
WFM Scheduling Issues (IEX TotalView) Sabu 9th Feb '06 1918 9
Dropped/Silent Calls Paul 5th Mar '07 1559 28
what is MIS with reference to a call centre, how does MIS work shantanu 28th Sep '03 1533 7
Scheduling breaks/ lunches in an excel report Danny 27th Sep '17 1522 3
IVR - TOP 3 Call Drivers Thomas 25th Nov '08 1499 7
Staffing to abandon rate v Staffing to service level David 8th Apr '11 1490 7
How do you Calculate outbound Abandonment - Ofcom? Darren 7th Mar '09 1454 6
Ideas for Reducing AHT Sara 27th Jan '05 1269 28
How do call Center brokers get new clients? Jeff 2nd Nov '17 1244 3
Need to make a MIS report for a call center within 24 hours Siddharth 17th Apr '03 1224 3
ISCC Call transfers-Genesys Hiranjith 23rd Mar '06 1196 7
How to calculate average call per hour per agent & per the whole center Scott 13th Feb '18 1184 2
Call recording & notifying customers Elaine 28th Sep '05 1140 17
Strategies for dealing with massive call peaks on one day Danny 5th Sep '17 1109 3
Industry standard for Idle time? Dave 21st Mar '05 1090 6
Forecasting with only 12 months of data sanjiv 9th Aug '16 1059 4
NICE IEX WFM - How to generate individual forecast by contact type or management unit bpalmer28 29th Jun '16 1052 4
Call Centre Headset Policies shalini 12th Mar '07 1048 3
Industry standard wrap time against call time Mark 20th Feb '09 1039 6
Scheduled Breaks? Anon 27th Oct '03 1030 5
Service Level Calculations Percentage Kelly 26th Jun '02 1021 8
Forecast Benchmarks Stuart 3rd Jan '02 1006 12
Industry Standard- Infant attrition rate and Training quality swapnil 5th Jun '17 985 2
Example of a Telephone Sales Hook Steve 19th Nov '17 984 2
Easter Sunday - The Rules??? Simon 21st Feb '05 935 11
Definition of Customer Facing Time (CFT) ? Bill 9th Sep '03 902 2
Avaya Agents Jumping out of after call Sean 16th Feb '07 888 5
Lack of experience led to some problems. Conor 9th Sep '17 887 2
Calculation to Forecast Abandoned Rates (or Call Handled / Capacity) Sanjay 13th Apr '17 886 3
Call Center set up implementation plan template in Microsoft Project format Helena 18th Mar '18 884 2
Back Office Document Process – FTE Calculation Help Richie 26th May '16 881 2
HC Calculation for a Data Process mo 2nd Dec '08 872 13
What is the Difference Between VOIP & IPLC? Mayur 4th May '03 847 7
Dials Vs DMC's Dave 14th Feb '03 840 3
Inbound abandon rate Thomas 17th Feb '09 795 19
How calculate fte benefits of AHT reduction Ian 8th Dec '17 794 2
Staffing Variance equation - daily B 21st Apr '06 782 4
Shrinkage Formula Abhishek 14th Dec '18 775 3
How is IEX different from Erlang C Pamposh 18th Feb '10 768 5
Idle and Wrap up Times Phil 20th Feb '05 767 7
IEX...and schedule generation Conlaoth 3rd Feb '10 762 3
Setting up a small call center Philip 3rd Mar '08 752 36
Outbound capacity planning... Jaimie 14th Feb '12 736 4
How can I get a good call center project Maya 22nd Dec '18 714 2
AVAYA CMS Scripting VIA VBA Paul 18th Apr '06 703 2
Reducing noise in call centres Gabriella 26th Apr '06 694 9
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 '17 688 2
Excel File Not Found with Max. Occupancy Limitation Noman 13th Aug '17 686 2
Behind on responding to new leads coming in. Camile 2nd Nov '17 681 2
FTE and Per Call billing Calculation Shuabe 2nd Aug '17 626 2
How to calculate the need calls to achieve SLA ? Eslam 11th Jan '18 624 2
Erlang C Calculator Excel – Inc Shrinkage & Excel Add-in Ilya 5th Apr '17 621 2
Grade of Service / Abandonment Rate B 11th Nov '03 613 8
Avaya CMS Supervisor - Next call for agent Kristof 12th Jul '18 601 5
What is the Minimum Number of OB Agents with a Predictive Diallers Dave 1st Oct '04 596 20
Please give clear definition and clear formula, Call offered, Calls that had a service level event, what is abandoned call john 3rd Nov '17 594 3
Aspect eWFM technical manual H 17th Apr '07 579 4
Forecasting % calls answered and Service Level Justin 1st Feb '17 573 2
FTE required weekly with 90% SLA in 30 secs and 80% SLA in 20 sec JoseRD 19th May '17 565 3
Calculating staffing levels for outbound campaigns Christine 22nd Feb '08 549 4
Merging of 2 different call centre operations Sara 24th Jan '02 548 3
Agent is very slow on emails Levinia 26th May '17 539 2
Is Resource Planning effective Manish 1st Feb '18 535 2
Calculation for Agent Productivity Cheril Ann 19th Feb '14 528 2
Legal time on phone lines Lisa 20th Nov '17 520 2
Chat Concurrency Chris 23rd Feb '18 511 2
Answer Machine Detection Success Rates Nathan 24th Nov '05 510 21
Data Protection Act Verification Gavin 31st Oct '06 495 2
Acceptable forecast variance? Dylan 16th Sep '03 492 4
Interview Procedure in the International Call Centers Alok 2nd Aug '04 492 7
TTY in a Call Center Environment Sean 10th May '02 491 8
DPA question Sam 6th Feb '18 490 2
Resource Calculation for Multiple skills (Languages) Eric 6th Jun '11 487 9
How you approach UK and US clients for call center services? Ayah 28th Mar '18 487 2
Line Idle After Dial gary 16th Sep '10 482 3
Resource Planning - Staff Req (erlang calc) Multiple Queues Robert 16th Oct '18 473 3
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