Planning Strategy and Management

Issues related to running a call centre or customer service department
Subject Author Created Views Posts
Business Plan for Call Center Sankey 12th Dec '18 7727 3
Email disclaimers and GDPR Graham 1st Feb '18 6242 2
Forecast Variance Calculation Rod 20th Jan '04 6202 6
Factors included in Shrinkage Shuchi 13th Apr '08 4997 13
Business Continuity Plan Yogendra 17th Jul '17 4486 2
Calculate FTE needed per hour and create shifts Alexander 7th Jul '17 3010 4
Parameters for Calculating Average Speed of Answer Hasan 29th Feb '12 2820 6
Staffing - FTE Required santosh 29th Nov '05 2702 39
Private Sector - Call Centre Sickness Absence Rates Diane 8th May '18 2640 3
Standard Operating Procedures Abhilasha 16th Jun '03 2616 6
Abandon % Calculation and the "self abandoned" call Ian 25th Jul '05 2606 26
Hold time standards/benchmark Sherry 21st Nov '19 2307 2
Service Level Calculations Louise 8th Sep '09 2045 8
Calculate FTE for an Outbound Campaign Stuart 9th May '11 2020 6
Forecasting using Calls Offered Chris 23rd Mar '05 1953 11
Call Center set up implementation plan template in Microsoft Project format Jonathan 3rd Apr '19 1900 2
Do you have specialist agents or generalists Rhea 7th Oct '19 1810 2
Erlang formula and question Kevin 19th Nov '09 1780 6
Not Ready Codes Paul 5th Jan '04 1756 13
Understanding & using Erlang Dylan 30th Jun '03 1724 5
Computing FTE for Chat account Martin 24th Aug '11 1473 2
Recommended Workforce Management Software Glenn 10th Jun '03 1439 5
Dress Up Theme Days any ideas? Jubril 5th Dec '03 1398 5
Defining KPI's for outbound Telesales Team Leaders Richard 3rd Nov '03 1377 8
Grade of Service Analysis - Help! B 8th Dec '03 1349 19
Ratio of supervisors or trainers per Customer service rep. Francine 7th Feb '02 1303 4
Occupancy Levels Mark 7th Aug '02 1222 12
Erlang C with Excel 2007 Graham 29th Jul '08 1144 12
How to get Service Level for Abandon based Program Sirajuddin 11th Feb '18 1084 2
Vip customer care Shima 14th Jul '19 1076 2
Call Centre Rota formats Chris 5th May '04 1021 20
What is the corelation between ASA, AHT and Service Level in WFM? Deepak 23rd Feb '19 1021 2
4 hour Service Level John 27th Mar '18 1016 3
Sharing team with 2 CS Managers and 2 different General Managers Alejandro 14th Nov '18 983 2
Process For Head Of Quality Lynette 20th Apr '19 969 2
How to project the service levels using Erlang A? Chetna 30th Aug '18 965 10
WFM question - Agents required Mahesh 5th Apr '08 900 8
FTE Computation (Week View) Michael 25th Jul '09 858 11
How to calculate staffing for chat process Sunil 8th Nov '11 787 2
Metrics to Measure WFM Analyst Performance Eric 23rd Jun '20 740 2
Noise and stress in a Hospital Switchboard Steven 21st Apr '09 704 8
call center Setup asif 7th Oct '06 681 7
How to increase your RPC numbers? Andy 11th Jun '07 674 3
Diploma in Call Centre Management Anne 10th Oct '01 665 3
Sickness Target Chris 17th Jun '04 665 28
Updated Internal communications Mina 23rd Dec '17 657 2
Forecasting: What tools do you use? Wil 19th Oct '09 646 12
long term forecasts richard 28th Nov '09 626 3
Queue carry over between intervals and abandons David 11th Jan '18 624 3
How to calculate no of agents present in a day Shourya 9th Jan '18 613 2
Reducing AHT of 142 seconds Ajith kumar 14th Sep '07 611 10
Wrap Time Target Tim 12th Apr '18 590 3
Dress Codes David 28th Jul '03 583 29
Opening hours vs opening hours telephone Lisette 3rd Jul '20 542 4
Does anyone have any good tips for staff motivation? Jim 18th Apr '01 528 93
Erlang Forecasting in Excel - mins in interval Philip 9th Oct '08 518 3
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 30th Jan '02 503 3
Tracking Back Office Matt 9th Nov '17 491 2
Universal Agent / Superagent team Cassandra 27th Jun '18 483 3
Forecast Accuracy - Industry Standards Anthony 6th Jan '15 469 2
dialler manager/strategy training Nathan 9th Jan '19 465 2
What are the Costs of Setting up a call centre Sameer 22nd Feb '02 464 5
Sharing calls with other departments ghazale 10th Nov '18 453 2
Erlang for Excel Requriements versus Resource Model Requirements Vosy 1st Feb '05 396 18
Does Anyone Have an Agent Ranking Template? Bob 20th Jun '18 394 2
Calculating Shrinkage Matthew 8th Sep '11 393 4
Forecast variance sophie 30th Jul '09 392 3
Will introducing a chat channel reduce volume elsewhere? James 9th Jan '19 388 3
Total Headcount vs. FTE Per Hour Pamela 9th Nov '09 386 3
Is it possible to calculate required average handle time using Erlang? Erica 1st Feb '18 374 3
Support staff Anon 30th Apr '02 373 4
Call Rates Whitney 21st May '20 370 2
Strategy for Large Volume Recruitment Claire 4th Jun '04 363 5
Productivity of Chat agent Anupam 13th Dec '19 361 2
Self-directed work teams Charlotte 13th Jul '01 344 2
The power of 1 Michael 17th Jun '09 342 11
FTE requirements for an Email Queue Erica 27th Aug '20 335 2
How many agents I need? Deepinder 12th Jun '18 330 5
Blended FTE's Vitor 17th Sep '08 328 4
FTE Requirements for blended agents Wil 24th Aug '09 326 4
workforce planning (WFP) for integrated call centre sophie 5th Mar '10 325 2
GOS calculations Vs overstaffing Scott 5th Jan '06 322 5
Quality Evaluation Yalda 16th Apr '18 322 3
Rewards & Recognition for Project Management team Sara 19th Nov '01 318 2
Call center KPI's Nikos 4th Dec '08 318 3
Call Queue Times and Costs to Customers - ICSTIS REGULATION Elaine 30th Aug '06 315 17
Customer Service Preferred Contact Method BenHeslop 14th Mar '19 315 2
Need Tips Using Telemarketers To Sell Web Hosting Colin 11th Jun '03 313 5
Multi Q Management Paul Yuknis 15th Nov '05 310 5
Calculating FTE for a Contact Centre Stuart 17th Oct '12 309 3
Is using WFM tool effective for a call centre manned by 20-30 agents? Indrani 4th Dec '03 308 9
Forecast Chats - Factoring in Multiple Windows Dan 6th Feb '08 308 4
Multiple rotas within 24/7 Contact Centre Lauren 4th Aug '10 306 2
Staff Planner Robert 24th Aug '01 297 7
Homeworking - Pros & Cons Luke 18th Nov '09 295 7
Fire Alarm/Bomb Threat Craig 2nd Dec '09 292 5
Shrinkage Calculation Breakdown Ismail 11th Dec '19 281 2
Invision WFM Tim 23rd Feb '08 265 2
Any new good ideas about building utilisation models? Jayne 4th Mar '03 257 4
Applying Shrinkages Tim 12th Jan '06 257 12
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