Call Centre Answers

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Subject Author Created Views Posts
How to get first client? Michael 24th Jan '06 22865 11
Utilization calculation Marianne 3rd Mar '08 18810 16
Voice and non-voice in BPO Abhinav 21st Jan '16 11114 5
Agent Login productivity Rakesh 13th Sep '05 9367 13
What Exactly is FTE? King 7th Oct '08 8753 22
Action Plans Pushkar 4th Mar '04 8643 2
Industry Standards For Calling Times Gary 13th Jan '04 8242 11
Calls Per Hour Calculation Andy 16th Mar '12 5670 3
Agent to Team Leader ? Help ! Stalin 25th Mar '05 5059 6
Bidding for Shifts Rachana 7th Jul '05 4974 15
Suggest Another name for a call center agent Wael 10th Jan '18 4859 3
AHT Glide Path Jeff 16th Oct '06 4674 7
Should agents/associates give their full name ??? Richard 16th Dec '02 3837 9
WFM Scheduling Issues (IEX TotalView) Sabu 9th Feb '06 3618 12
Call Centre Reporting Metrics such as AHT Eric 15th May '10 3225 3
Best way to forecast call volume (long term) Jurgen 9th May '17 3079 3
Top 5 WFM Tools Ian 27th Jun '05 2683 10
Call Center Seating Michael 6th Jul '07 2680 13
Service Level Vs Abandonment Rates Laura 15th Oct '09 2638 2
Is there a link between Average Speed of Answer and Service Level? Anon 21st May '16 2632 4
FTE Requirement Pemba Lama 16th Apr '10 2622 12
The Meaning of ACR in Outbound Call Center rahul 24th Jun '17 2565 4
Call Center FTE based on Calls Per month Venita 5th Dec '17 2401 4
Colors in a call center Marianne 18th Jun '03 2325 12
Scheduling breaks/ lunches in an excel report Danny 27th Sep '17 2244 3
How is IEX different from Erlang C Pamposh 18th Feb '10 2190 5
Calculating Resource Requirements Christopher 12th Jun '03 2111 10
what is MIS with reference to a call centre, how does MIS work shantanu 28th Sep '03 2087 7
IVR - TOP 3 Call Drivers Thomas 25th Nov '08 1950 7
Dropped/Silent Calls Paul 5th Mar '07 1742 28
How to calculate average call per hour per agent & per the whole center Scott 13th Feb '18 1652 2
Fte calculation Aauyushii 18th Jul '19 1633 2
Back Office Service Level Kathryn 17th Jan '17 1621 8
How do you Calculate outbound Abandonment - Ofcom? Darren 7th Mar '09 1599 6
Ideas for Reducing AHT Sara 27th Jan '05 1597 28
Staffing to abandon rate v Staffing to service level David 8th Apr '11 1577 7
How do call Center brokers get new clients? Jeff 2nd Nov '17 1503 3
Need to make a MIS report for a call center within 24 hours Siddharth 17th Apr '03 1432 3
How calculate fte benefits of AHT reduction Ian 8th Dec '17 1348 2
Call recording & notifying customers Elaine 28th Sep '05 1340 17
ISCC Call transfers-Genesys Hiranjith 23rd Mar '06 1324 7
Industry standard for Idle time? Dave 21st Mar '05 1246 6
Call Centre Headset Policies shalini 12th Mar '07 1242 3
Scheduled Breaks? Anon 27th Oct '03 1237 5
Calculation to Forecast Abandoned Rates (or Call Handled / Capacity) Sanjay 13th Apr '17 1220 3
How to generate individual forecast by contact type or management unit bpalmer28 29th Jun '16 1217 4
Forecasting with only 12 months of data sanjiv 9th Aug '16 1214 4
How do we calculate productivity while doing outbound callings Shailesh 28th Jun '17 1212 3
Easter Sunday - The Rules??? Simon 21st Feb '05 1180 11
Industry standard wrap time against call time Mark 20th Feb '09 1163 6
Service Level Calculations Percentage Kelly 26th Jun '02 1148 8
Strategies for dealing with massive call peaks on one day Danny 5th Sep '17 1147 3
COPC attrition calculation Tom 31st May '19 1137 2
Forecast Benchmarks Stuart 3rd Jan '02 1106 12
Industry Standard- Infant attrition rate and Training quality swapnil 5th Jun '17 1079 2
Back Office Document Process – FTE Calculation Help Richie 26th May '16 1072 2
HC Calculation for a Data Process mo 2nd Dec '08 1065 13
Definition of Customer Facing Time (CFT) ? Bill 9th Sep '03 1064 2
Shrinkage Formula Abhishek 14th Dec '18 1059 3
Hourly Capacity for email process kiran 14th Jun '19 1039 2
Dials Vs DMC's Dave 14th Feb '03 1031 3
Avaya Agents Jumping out of after call Sean 16th Feb '07 1027 5
Example of a Telephone Sales Hook Steve 19th Nov '17 1007 2
Setting up a small call center Philip 3rd Mar '08 967 36
IEX...and schedule generation Conlaoth 3rd Feb '10 963 3
What is the Difference Between VOIP & IPLC? Mayur 4th May '03 943 7
Staffing Variance equation - daily B 21st Apr '06 942 4
Avaya CMS Supervisor - Next call for agent Kristof 12th Jul '18 914 5
Lack of experience led to some problems. Conor 9th Sep '17 906 2
Outbound capacity planning... Jaimie 14th Feb '12 888 4
Erlang C Calculator Excel – Inc Shrinkage & Excel Add-in Ilya 5th Apr '17 885 2
Inbound abandon rate Thomas 17th Feb '09 860 19
How can I get a good call center project Maya 22nd Dec '18 852 2
Customer Feedback for ASA Tracey 10th Jul '19 829 2
Idle and Wrap up Times Phil 20th Feb '05 822 7
Forecasting % calls answered and Service Level Justin 1st Feb '17 819 2
How do i get more business in my call centre mrs 9th Jun '19 814 2
FTE and Per Call billing Calculation Shuabe 2nd Aug '17 787 2
AVAYA CMS Scripting VIA VBA Paul 18th Apr '06 769 2
Reducing noise in call centres Gabriella 26th Apr '06 739 9
FTE required Smiriti 30th Mar '19 725 3
The best method for calculating PCA% Neil 1st Jul '16 711 3
Behind on responding to new leads coming in. Camile 2nd Nov '17 709 2
Excel File Not Found with Max. Occupancy Limitation Noman 13th Aug '17 704 2
Where to start? maria 20th Dec '18 704 3
How you approach UK and US clients for call center services? Ayah 28th Mar '18 703 2
What is the Minimum Number of OB Agents with a Predictive Diallers Dave 1st Oct '04 690 20
Grade of Service / Abandonment Rate B 11th Nov '03 671 8
CMS Supervisor Ian 19th Jul '19 670 2
Chat Concurrency Chris 23rd Feb '18 661 2
Learn how to work with software callcenter helper bahareh 12th Jun '19 647 2
Aspect eWFM technical manual H 17th Apr '07 646 4
How to calculate the need calls to achieve SLA ? Eslam 11th Jan '18 645 2
Service Grade Calculation M Peter 26th Mar '17 636 3
FTE required weekly with 90% SLA in 30 secs and 80% SLA in 20 sec JoseRD 19th May '17 631 3
Service level predictions Sunny 12th Sep '16 628 6
Definitions: Call offered, service level event, abandoned call john 3rd Nov '17 627 3
Calculation for Agent Productivity Cheril Ann 19th Feb '14 626 2
Merging of 2 different call centre operations Sara 24th Jan '02 621 3
Interview Procedure in the International Call Centers Alok 2nd Aug '04 614 7
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