Planning Strategy and Management

Issues related to running a call centre or customer service department
Subject Author Created Views Posts
Email disclaimers and GDPR Graham 1st Feb '18 6101 2
Forecast Variance Calculation Rod 20th Jan '04 5020 6
Factors included in Shrinkage Shuchi 13th Apr '08 4225 13
Business Plan for Call Center Sankey 12th Dec '18 2815 2
WFM - Genesys or Aspect or Blue Pumpkin (for 600 agents) Oscar 17th Feb '06 2164 19
Standard Operating Procedures Abhilasha 16th Jun '03 2156 6
Staffing - FTE Required santosh 29th Nov '05 1934 40
Parameters for Calculating Average Speed of Answer Hasan 29th Feb '12 1908 6
Business Continuity Plan Yogendra 17th Jul '17 1848 2
Service Level Calculations Louise 8th Sep '09 1698 8
Abandon % Calculation and the "self abandoned" call Ian 25th Jul '05 1676 26
Erlang formula and question Kevin 19th Nov '09 1519 6
Calculate FTE for an Outbound Campaign Stuart 9th May '11 1493 6
Private Sector - Call Centre Sickness Absence Rates Diane 8th May '18 1451 2
Forecasting using Calls Offered Chris 23rd Mar '05 1399 11
Computing FTE for Chat account Martin 24th Aug '11 1324 2
Defining KPI's for outbound Telesales Team Leaders Richard 3rd Nov '03 1143 8
Recommended Workforce Management Software Glenn 10th Jun '03 1108 17
Calculate FTE needed per hour and create shifts Alexander 7th Jul '17 1028 2
Not Ready Codes Paul 5th Jan '04 1021 13
Grade of Service Analysis - Help! B 8th Dec '03 1020 19
How to get Service Level for Abandon based Program Sirajuddin 11th Feb '18 1020 2
Occupancy Levels Mark 7th Aug '02 1015 12
Dress Up Theme Days any ideas? Jubril 5th Dec '03 978 5
Ratio of supervisors or trainers per Customer service rep. Francine 7th Feb '02 906 4
Process For Head Of Quality Lynette 20th Apr '19 899 2
Erlang C with Excel 2007 Graham 29th Jul '08 893 12
Help sharing same team with 2 CS Managers reporting to 2 different General Managers Alejandro 14th Nov '18 869 2
Understanding & using Erlang Dylan 30th Jun '03 838 3
4 hour Service Level John 27th Mar '18 797 3
WFM question - Agents required Mahesh 5th Apr '08 792 8
FTE Computation (Week View) Michael 25th Jul '09 658 11
How to calculate staffing for chat process Sunil 8th Nov '11 650 2
Call Centre Rota formats Chris 5th May '04 609 26
Updated Internal communications Mina 23rd Dec '17 597 2
call center Setup asif 7th Oct '06 595 7
Queue carry over between intervals and abandons David 11th Jan '18 565 3
How to calculate no of agents present in a day Shourya 9th Jan '18 539 2
Forecasting: What tools do you use? Wil 19th Oct '09 531 12
How to project the service levels using Erlang A? Chetna 30th Aug '18 530 10
long term forecasts richard 28th Nov '09 528 3
Noise and stress in a Hospital Switchboard Steven 21st Apr '09 507 8
Reducing AHT of 142 seconds Ajith kumar 14th Sep '07 504 10
Lifeproblem Anon 16th Dec '17 454 0
Question about AHT Jen 17th Jun '05 445 14
Wrap Time Target Tim 12th Apr '18 445 3
Agents do not have access to Agent Webstation in IEX Andrew 8th May '18 441 2
How to increase your RPC numbers? Andy 11th Jun '07 431 3
WE PUT CALL CENTRES TO THE TEST.. Jason 9th Aug '06 419 22
Tracking Back Office Matt 9th Nov '17 414 2
Dress Codes David 28th Jul '03 412 29
What are the Costs of Setting up a call centre Sameer 22nd Feb '02 374 5
Diploma in Call Centre Management Anne 10th Oct '01 372 4
Sharing calls with other departments ghazale 10th Nov '18 369 2
dialler manager/strategy training Nathan 9th Jan '19 365 2
Does anyone have any good tips for staff motivation? Jim 18th Apr '01 360 94
How to do multiskilling in IEX OR simple excel Ritesh 13th Nov '05 360 3
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 30th Jan '02 357 3
What is the corelation between ASA, AHT and Service Level in WFM? Deepak 23rd Feb '19 355 2
Genesys-WFM emilio 29th Sep '04 353 4
Universal Agent / Superagent team Cassandra 27th Jun '18 333 3
Erlang Forecasting in Excel - mins in interval Philip 9th Oct '08 328 3
Erlang for Excel Requriements versus Resource Model Requirements Vosy 1st Feb '05 312 18
Calculating Shrinkage Matthew 8th Sep '11 309 4
Is it possible to calculate required average handle time using Erlang? Erica 1st Feb '18 309 3
Total Headcount vs. FTE Per Hour Pamela 9th Nov '09 305 3
Does Anyone Have an Agent Ranking Template? Bob 20th Jun '18 303 2
Forecast Accuracy - Industry Standards Anthony 6th Jan '15 293 2
Strategy for Large Volume Recruitment Claire 4th Jun '04 287 5
Sickness Target Chris 17th Jun '04 285 29
Interactive Excel Dashboard Chris 28th May '19 282 3
Support staff Anon 30th Apr '02 277 4
The power of 1 Michael 17th Jun '09 276 11
Self-directed work teams Charlotte 13th Jul '01 266 2
Excel Sheets.... For Scheduling / Resource Planning and Forecasting Tim 19th Dec '04 263 2
Using Genesys WFM C-N 3rd Jun '08 263 4
Introducing a chat channel, will it lead to a reduction in volume in other areas? James 9th Jan '19 261 3
Forecast variance sophie 30th Jul '09 260 3
GOS calculations Vs overstaffing Scott 5th Jan '06 251 5
Call Center set up implementation plan template in Microsoft Project format Jonathan 3rd Apr '19 247 2
WFM Tool Cost Louise 4th Nov '09 245 3
Quality Evaluation Yalda 16th Apr '18 245 3
Blended FTE's Vitor 17th Sep '08 244 4
Work Force Management Software Joanne 15th Aug '01 242 2
FTE Requirements for blended agents Wil 24th Aug '09 242 4
Forecast Chats - Factoring in Multiple Windows Dan 6th Feb '08 241 4
Attrition formula Mel 5th Mar '03 239 2
Is using WFM tool effective for a call centre manned by 20-30 agents? Indrani 4th Dec '03 237 9
Rewards & Recognition for Project Management team Sara 19th Nov '01 235 2
Call Queue Times and Costs to Customers - ICSTIS REGULATION Elaine 30th Aug '06 235 17
Forecasting HelpDesk Calls Methodology Dan 14th Aug '07 232 2
Call center KPI's Nikos 4th Dec '08 232 3
Customer Service Preferred Contact Method BenHeslop 14th Mar '19 232 2
Multi Q Management Paul Yuknis 15th Nov '05 230 5
workforce planning (WFP) for integrated call centre sophie 5th Mar '10 230 2
Back Office Forecast Pradeep 28th Jul '11 229 2
Calculating FTE for a Contact Centre Stuart 17th Oct '12 229 3
Multiple rotas within 24/7 Contact Centre Lauren 4th Aug '10 226 2
Homeworking - Pros & Cons Luke 18th Nov '09 223 7
Need Tips Using Telemarketers To Sell Web Hosting Colin 11th Jun '03 222 5
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