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 6197 2
Forecast Variance Calculation Rod 20th Jan '04 5638 6
Business Plan for Call Center Sankey 12th Dec '18 5377 2
Factors included in Shrinkage Shuchi 13th Apr '08 4656 13
Business Continuity Plan Yogendra 17th Jul '17 4440 2
WFM - Genesys or Aspect or Blue Pumpkin (for 600 agents) Oscar 17th Feb '06 2706 19
Private Sector - Call Centre Sickness Absence Rates Diane 8th May '18 2478 3
Standard Operating Procedures Abhilasha 16th Jun '03 2413 6
Parameters for Calculating Average Speed of Answer Hasan 29th Feb '12 2377 6
Staffing - FTE Required santosh 29th Nov '05 2333 40
Hold time standards/benchmark Sherry 21st Nov '19 2262 2
Abandon % Calculation and the "self abandoned" call Ian 25th Jul '05 2055 26
Service Level Calculations Louise 8th Sep '09 1887 8
Calculate FTE for an Outbound Campaign Stuart 9th May '11 1744 6
Do you have specialist agents or generalists Rhea 7th Oct '19 1718 2
Erlang formula and question Kevin 19th Nov '09 1643 6
Forecasting using Calls Offered Chris 23rd Mar '05 1627 11
Computing FTE for Chat account Martin 24th Aug '11 1404 2
Understanding & using Erlang Dylan 30th Jun '03 1391 3
Recommended Workforce Management Software Glenn 10th Jun '03 1317 17
Calculate FTE needed per hour and create shifts Alexander 7th Jul '17 1304 2
Not Ready Codes Paul 5th Jan '04 1270 13
Defining KPI's for outbound Telesales Team Leaders Richard 3rd Nov '03 1258 8
Dress Up Theme Days any ideas? Jubril 5th Dec '03 1253 5
Grade of Service Analysis - Help! B 8th Dec '03 1186 19
Occupancy Levels Mark 7th Aug '02 1138 12
Ratio of supervisors or trainers per Customer service rep. Francine 7th Feb '02 1057 4
How to get Service Level for Abandon based Program Sirajuddin 11th Feb '18 1044 2
Vip customer care Shima 14th Jul '19 1040 2
Erlang C with Excel 2007 Graham 29th Jul '08 992 12
Process For Head Of Quality Lynette 20th Apr '19 942 2
Sharing team with 2 CS Managers and 2 different General Managers Alejandro 14th Nov '18 930 2
4 hour Service Level John 27th Mar '18 900 3
Call Center set up implementation plan template in Microsoft Project format Jonathan 3rd Apr '19 897 2
WFM question - Agents required Mahesh 5th Apr '08 845 8
Call Centre Rota formats Chris 5th May '04 797 25
How to project the service levels using Erlang A? Chetna 30th Aug '18 797 10
FTE Computation (Week View) Michael 25th Jul '09 752 11
How to calculate staffing for chat process Sunil 8th Nov '11 735 2
Agents do not have access to Agent Webstation in IEX Andrew 8th May '18 724 2
What is the corelation between ASA, AHT and Service Level in WFM? Deepak 23rd Feb '19 709 2
call center Setup asif 7th Oct '06 629 7
Updated Internal communications Mina 23rd Dec '17 628 2
Noise and stress in a Hospital Switchboard Steven 21st Apr '09 608 8
Queue carry over between intervals and abandons David 11th Jan '18 599 3
Forecasting: What tools do you use? Wil 19th Oct '09 583 12
How to calculate no of agents present in a day Shourya 9th Jan '18 580 2
long term forecasts richard 28th Nov '09 571 3
How to increase your RPC numbers? Andy 11th Jun '07 566 3
Reducing AHT of 142 seconds Ajith kumar 14th Sep '07 559 10
Wrap Time Target Tim 12th Apr '18 529 3
Question about AHT Jen 17th Jun '05 525 14
Dress Codes David 28th Jul '03 503 29
Lifeproblem Anon 16th Dec '17 490 0
WE PUT CALL CENTRES TO THE TEST.. Jason 9th Aug '06 486 22
Diploma in Call Centre Management Anne 10th Oct '01 470 4
Tracking Back Office Matt 9th Nov '17 448 2
Universal Agent / Superagent team Cassandra 27th Jun '18 444 3
dialler manager/strategy training Nathan 9th Jan '19 423 2
Sharing calls with other departments ghazale 10th Nov '18 422 2
Does anyone have any good tips for staff motivation? Jim 18th Apr '01 417 94
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 30th Jan '02 417 3
What are the Costs of Setting up a call centre Sameer 22nd Feb '02 417 5
How to do multiskilling in IEX OR simple excel Ritesh 13th Nov '05 415 3
Erlang Forecasting in Excel - mins in interval Philip 9th Oct '08 409 3
Genesys-WFM emilio 29th Sep '04 408 4
Forecast Accuracy - Industry Standards Anthony 6th Jan '15 386 2
Does Anyone Have an Agent Ranking Template? Bob 20th Jun '18 356 2
Interactive Excel Dashboard Chris 28th May '19 354 3
Erlang for Excel Requriements versus Resource Model Requirements Vosy 1st Feb '05 351 18
Calculating Shrinkage Matthew 8th Sep '11 351 4
Total Headcount vs. FTE Per Hour Pamela 9th Nov '09 346 3
Sickness Target Chris 17th Jun '04 338 29
Is it possible to calculate required average handle time using Erlang? Erica 1st Feb '18 329 3
Will introducing a chat channel reduce volume elsewhere? James 9th Jan '19 323 3
Strategy for Large Volume Recruitment Claire 4th Jun '04 322 5
Forecast variance sophie 30th Jul '09 322 3
Productivity of Chat agent Anupam 13th Dec '19 322 2
Excel Sheets.... For Scheduling / Resource Planning and Forecasting Tim 19th Dec '04 317 2
Support staff Anon 30th Apr '02 314 4
The power of 1 Michael 17th Jun '09 309 11
FTE workload computation with hoop hours Lex 13th Jul '18 302 2
Self-directed work teams Charlotte 13th Jul '01 298 2
workforce planning (WFP) for integrated call centre sophie 5th Mar '10 287 2
Using Genesys WFM C-N 3rd Jun '08 286 4
Quality Evaluation Yalda 16th Apr '18 285 3
GOS calculations Vs overstaffing Scott 5th Jan '06 284 5
Blended FTE's Vitor 17th Sep '08 281 4
WFM Tool Cost Louise 4th Nov '09 281 3
Customer Service Preferred Contact Method BenHeslop 14th Mar '19 278 2
Work Force Management Software Joanne 15th Aug '01 277 2
Rewards & Recognition for Project Management team Sara 19th Nov '01 275 2
Is using WFM tool effective for a call centre manned by 20-30 agents? Indrani 4th Dec '03 274 9
FTE Requirements for blended agents Wil 24th Aug '09 274 4
Forecast Chats - Factoring in Multiple Windows Dan 6th Feb '08 273 4
Call center KPI's Nikos 4th Dec '08 272 3
Call Queue Times and Costs to Customers - ICSTIS REGULATION Elaine 30th Aug '06 271 17
Multiple rotas within 24/7 Contact Centre Lauren 4th Aug '10 271 2
Back Office Forecast Pradeep 28th Jul '11 269 2
Need Tips Using Telemarketers To Sell Web Hosting Colin 11th Jun '03 268 5
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