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 21296 11
Utilization calculation Marianne 3rd Mar '08 17377 16
Voice and non-voice in BPO Abhinav 21st Jan '16 9469 5
Agent Login productivity Rakesh 13th Sep '05 8298 12
Action Plans Pushkar 4th Mar '04 8177 2
FTE King 7th Oct '08 8122 22
Industry Standards For Calling Times Gary 13th Jan '04 7975 11
Calls Per Hour Calculation Andy 16th Mar '12 5156 3
Agent to Team Leader ? Help ! Stalin 25th Mar '05 5026 6
Bidding for Shifts Rachana 7th Jul '05 4770 15
Suggest Another name for a call center agent Wael 10th Jan '18 4528 3
AHT Glide Path Jeff 16th Oct '06 4412 7
Should agents/associates give their full name ??? Richard 16th Dec '02 3590 9
Call Centre Reporting Metrics such as AHT Eric 15th May '10 3166 3
Best way to forecast call volume (long term) Jurgen 9th May '17 2943 3
WFM Scheduling Issues (IEX TotalView) Sabu 9th Feb '06 2932 11
FTE Requirement Pemba Lama 16th Apr '10 2569 12
Service Level Vs Abandonment Rates Laura 15th Oct '09 2551 2
Call Center Seating Michael 6th Jul '07 2520 13
Top 5 WFM Tools Ian 27th Jun '05 2458 10
Is there a link between Average Speed of Answer and Service Level? Anon 21st May '16 2401 4
The Meaning of ACR in Outbound Call Center rahul 24th Jun '17 2352 4
Call Center FTE based on Calls Per month Venita 5th Dec '17 2294 4
Colors in a call center Marianne 18th Jun '03 2218 12
Calculating Resource Requirements Christopher 12th Jun '03 2072 10
Scheduling breaks/ lunches in an excel report Danny 27th Sep '17 1960 3
what is MIS with reference to a call centre, how does MIS work shantanu 28th Sep '03 1912 7
IVR - TOP 3 Call Drivers Thomas 25th Nov '08 1740 7
Dropped/Silent Calls Paul 5th Mar '07 1672 28
Back Office Service Level Kathryn 17th Jan '17 1561 8
How do you Calculate outbound Abandonment - Ofcom? Darren 7th Mar '09 1553 6
Staffing to abandon rate v Staffing to service level David 8th Apr '11 1551 7
Ideas for Reducing AHT Sara 27th Jan '05 1481 28
How to calculate average call per hour per agent & per the whole center Scott 13th Feb '18 1451 2
How do call Center brokers get new clients? Jeff 2nd Nov '17 1417 3
Need to make a MIS report for a call center within 24 hours Siddharth 17th Apr '03 1364 3
How is IEX different from Erlang C Pamposh 18th Feb '10 1362 5
ISCC Call transfers-Genesys Hiranjith 23rd Mar '06 1280 7
Call recording & notifying customers Elaine 28th Sep '05 1276 17
How calculate fte benefits of AHT reduction Ian 8th Dec '17 1258 2
Industry standard for Idle time? Dave 21st Mar '05 1184 6
Call Centre Headset Policies shalini 12th Mar '07 1179 3
Easter Sunday - The Rules??? Simon 21st Feb '05 1174 11
Forecasting with only 12 months of data sanjiv 9th Aug '16 1161 4
NICE IEX WFM - How to generate individual forecast by contact type or management unit bpalmer28 29th Jun '16 1156 4
Scheduled Breaks? Anon 27th Oct '03 1150 5
Strategies for dealing with massive call peaks on one day Danny 5th Sep '17 1134 3
Industry standard wrap time against call time Mark 20th Feb '09 1130 6
Calculation to Forecast Abandoned Rates (or Call Handled / Capacity) Sanjay 13th Apr '17 1126 3
Service Level Calculations Percentage Kelly 26th Jun '02 1104 8
Forecast Benchmarks Stuart 3rd Jan '02 1068 12
COPC attrition calculation Tom 31st May '19 1065 2
Industry Standard- Infant attrition rate and Training quality swapnil 5th Jun '17 1048 2
Hourly Capacity for email process kiran 14th Jun '19 1033 2
Back Office Document Process – FTE Calculation Help Richie 26th May '16 1019 2
HC Calculation for a Data Process mo 2nd Dec '08 1007 13
Example of a Telephone Sales Hook Steve 19th Nov '17 1001 2
Call Center set up implementation plan template in Microsoft Project format Helena 18th Mar '18 986 2
Definition of Customer Facing Time (CFT) ? Bill 9th Sep '03 981 2
Shrinkage Formula Abhishek 14th Dec '18 979 3
Avaya Agents Jumping out of after call Sean 16th Feb '07 978 5
Dials Vs DMC's Dave 14th Feb '03 968 3
What is the Difference Between VOIP & IPLC? Mayur 4th May '03 915 7
Setting up a small call center Philip 3rd Mar '08 910 36
Staffing Variance equation - daily B 21st Apr '06 902 4
Lack of experience led to some problems. Conor 9th Sep '17 901 2
IEX...and schedule generation Conlaoth 3rd Feb '10 892 3
How do we calculate productivity while doing outbound callings Shailesh 28th Jun '17 855 3
Outbound capacity planning... Jaimie 14th Feb '12 845 4
How to calculate HC Deepak 6th Jul '19 839 3
Inbound abandon rate Thomas 17th Feb '09 837 19
Avaya CMS Supervisor - Next call for agent Kristof 12th Jul '18 813 5
Idle and Wrap up Times Phil 20th Feb '05 805 7
How do i get more business in my call centre mrs 9th Jun '19 800 2
Erlang C Calculator Excel – Inc Shrinkage & Excel Add-in Ilya 5th Apr '17 779 2
AVAYA CMS Scripting VIA VBA Paul 18th Apr '06 753 2
How can I get a good call center project Maya 22nd Dec '18 753 2
Reducing noise in call centres Gabriella 26th Apr '06 730 9
FTE and Per Call billing Calculation Shuabe 2nd Aug '17 728 2
Forecasting % calls answered and Service Level Justin 1st Feb '17 720 2
FTE required Smiriti 30th Mar '19 715 3
Excel File Not Found with Max. Occupancy Limitation Noman 13th Aug '17 698 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 '17 697 2
Where to start? maria 20th Dec '18 694 3
Behind on responding to new leads coming in. Camile 2nd Nov '17 692 2
What is the Minimum Number of OB Agents with a Predictive Diallers Dave 1st Oct '04 658 20
Grade of Service / Abandonment Rate B 11th Nov '03 654 8
Learn how to work with software callcenter helper bahareh 12th Jun '19 645 2
How you approach UK and US clients for call center services? Ayah 28th Mar '18 644 2
How to calculate the need calls to achieve SLA ? Eslam 11th Jan '18 638 2
Aspect eWFM technical manual H 17th Apr '07 632 4
The best method for calculating PCA% Neil 1st Jul '16 615 3
Please give clear definition and clear formula, Call offered, Calls that had a service level event, what is abandoned call john 3rd Nov '17 612 3
FTE required weekly with 90% SLA in 30 secs and 80% SLA in 20 sec JoseRD 19th May '17 603 3
Chat Concurrency Chris 23rd Feb '18 602 2
Merging of 2 different call centre operations Sara 24th Jan '02 599 3
Calculation for Agent Productivity Cheril Ann 19th Feb '14 591 2
Calculating staffing levels for outbound campaigns Christine 22nd Feb '08 583 4
Interview Procedure in the International Call Centers Alok 2nd Aug '04 575 7
Resource Calculation for Multiple skills (Languages) Eric 6th Jun '11 572 9
More topics...