Call Centre Answers
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Subject Author Created Views Posts
How to get first client? Michael 24th Jan '06 15655 11
Utilization calculation Marianne 3rd Mar '08 11357 16
Industry Standards For Calling Times Gary 13th Jan '04 6912 11
Agent Login productivity Rakesh 13th Sep '05 6701 11
Action Plans Pushkar 4th Mar '04 6345 2
FTE King 7th Oct '08 5539 22
Agent to Team Leader ? Help ! Stalin 25th Mar '05 4776 6
Bidding for Shifts Rachana 7th Jul '05 3852 15
voice and non-voice in BPO Abhinav 21st Jan '16 3815 6
AHT Glide Path Jeff 16th Oct '06 3415 7
Calls Per Hour Calculation Andy 16th Mar '12 3308 3
Call Centre Reporting Metrics such as AHT Eric 15th May '10 2846 3
Should agents/associates give their full name ??? Richard 16th Dec '02 2744 9
FTE Requirement Pemba Lama 16th Apr '10 2332 12
Suggest Another name for a call center agent Wael 10th Jan '18 2228 3
Service Level Vs Abandonment Rates Laura 15th Oct '09 2139 2
Calculating Resource Requirements Christopher 12th Jun '03 1911 10
Best way to forecast call volume (long term) Jurgen 9th May '17 1863 3
Call Center Seating Michael 6th Jul '07 1854 13
Colors in a call center Marianne 18th Jun '03 1796 12
Top 5 WFM Tools Ian 27th Jun '05 1713 10
Is there a link between Average Speed of Answer and Service Level? Anon 21st May '16 1641 4
The Meaning of ACR in Outbound Call Center rahul 24th Jun '17 1570 4
Call Center FTE based on Calls Per month Venita 5th Dec '17 1489 2
WFM Scheduling Issues (IEX TotalView) Sabu 9th Feb '06 1427 8
Staffing to abandon rate v Staffing to service level David 8th Apr '11 1426 7
Dropped/Silent Calls Paul 5th Mar '07 1412 28
How do you Calculate outbound Abandonment - Ofcom? Darren 7th Mar '09 1338 6
IVR - TOP 3 Call Drivers Thomas 25th Nov '08 1267 7
what is MIS with reference to a call centre, how does MIS work shantanu 28th Sep '03 1134 7
ISCC Call transfers-Genesys Hiranjith 23rd Mar '06 1117 7
Strategies for dealing with massive call peaks on one day Danny 5th Sep '17 1092 3
Reducing AHT Sara 27th Jan '05 1089 28
How do call Center brokers get new clients? Jeff 2nd Nov '17 1074 3
Need to make a MIS report for a call center within 24 hours Siddharth 17th Apr '03 1050 3
Call recording & notifying customers Elaine 28th Sep '05 1025 17
Example of a Telephone Sales Hook Steve 19th Nov '17 966 2
Industry standard for Idle time? Dave 21st Mar '05 961 6
Call Centre Headset Policies shalini 12th Mar '07 935 3
Industry Standard- Infant attrition rate and Training quality swapnil 5th Jun '17 926 2
NICE IEX WFM - How to generate individual forecast by contact type or management unit bpalmer28 29th Jun '16 924 4
Service Level Calculations Percentage Kelly 26th Jun '02 921 8
Forecast Benchmarks Stuart 3rd Jan '02 918 12
Forecasting with only 12 months of data sanjiv 9th Aug '16 913 4
How to calculate average call per hour per agent & per the whole center Scott 13th Feb '18 907 2
Industry standard wrap time against call time Mark 20th Feb '09 904 6
Easter Sunday - The Rules??? Simon 21st Feb '05 877 11
Lack of experience led to some problems. Conor 9th Sep '17 872 2
Scheduled Breaks? Anon 27th Oct '03 824 5
Definition of Customer Facing Time (CFT) ? Bill 9th Sep '03 804 2
What is the Difference Between VOIP & IPLC? Mayur 4th May '03 783 7
Avaya Agents Jumping out of after call Sean 16th Feb '07 770 5
Back Office Document Process – FTE Calculation Help Richie 26th May '16 761 2
HC Calculation for a Data Process mo 2nd Dec '08 759 13
Inbound abandon rate Thomas 17th Feb '09 748 19
Scheduling breaks/ lunches in an excel report Danny 27th Sep '17 743 2
Idle and Wrap up Times Phil 20th Feb '05 721 7
Dials Vs DMC's Dave 14th Feb '03 707 3
Call Center set up implementation plan template in Microsoft Project format Helena 18th Mar '18 697 2
Calculation to Forecast Abandoned Rates (or Call Handled / Capacity) Sanjay 13th Apr '17 684 3
Excel File Not Found with Max. Occupancy Limitation Noman 13th Aug '17 682 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 '17 678 2
How calculate fte benefits of AHT reduction Ian 8th Dec '17 664 2
Staffing Variance equation - daily B 21st Apr '06 663 4
Outbound capacity planning... Jaimie 14th Feb '12 662 4
Behind on responding to new leads coming in. Camile 2nd Nov '17 659 2
Reducing noise in call centres Gabriella 26th Apr '06 649 9
IEX...and schedule generation Conlaoth 3rd Feb '10 610 3
How to calculate the need calls to achieve SLA ? Eslam 11th Jan '18 610 2
How is IEX different from Erlang C Pamposh 18th Feb '10 579 5
Grade of Service / Abandonment Rate B 11th Nov '03 574 8
Please give clear definition and clear formula, Call offered, Calls that had a service level event, what is abandoned call john 3rd Nov '17 567 3
Diallers. Dave 1st Oct '04 555 20
FTE and Per Call billing Calculation Shuabe 2nd Aug '17 546 2
FTE required weekly with 90% SLA in 30 secs and 80% SLA in 20 sec JoseRD 19th May '17 536 3
Agent is very slow on emails Levinia 26th May '17 533 2
Is Resource Planning effective Manish 1st Feb '18 530 2
Aspect eWFM technical manual H 17th Apr '07 521 4
Legal time on phone lines Lisa 20th Nov '17 515 2
Setting up a small call center Philip 3rd Mar '08 506 34
Calculating staffing levels for outbound campaigns Christine 22nd Feb '08 500 4
Merging of 2 different call centre operations Sara 24th Jan '02 483 3
Data Protection Act Verification Gavin 31st Oct '06 481 2
Answer Machine Detection Success Rates Nathan 24th Nov '05 471 21
Calculation for Agent Productivity Cheril Ann 19th Feb '14 467 2
DPA question Sam 6th Feb '18 460 2
AVAYA CMS Scripting VIA VBA Paul 18th Apr '06 454 2
Line Idle After Dial gary 16th Sep '10 447 3
One salesperson is getting all of the calls Mark 8th Feb '18 444 9
Resource Calculation for Multiple skills (Languages) Eric 6th Jun '11 435 9
TUI Assessment day!!!! Paul 14th Jun '09 433 4
Setting achieveable KPI's in the call centre D 18th Jan '03 424 6
Acceptable forecast variance? Dylan 16th Sep '03 423 4
Average handing time is heavily distorted by the outliers. How do we deal with these outliers john 31st Oct '17 423 2
15 Minute Interval Forecast Accuracy Dale 18th Feb '10 419 2
Interview Procedure in the International Call Centers Alok 2nd Aug '04 410 7
Outbound call Maizy 15th Jun '17 405 2
inbound calls Mandy 9th Feb '18 399 3
Erlang C Calculator Excel – Inc Shrinkage & Excel Add-in Ilya 5th Apr '17 396 2
Chat Concurrency Chris 23rd Feb '18 395 2
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