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 5898 2
Forecast Variance Calculation Rod 20th Jan '04 4438 6
Factors included in Shrinkage Shuchi 13th Apr '08 3760 13
WFM - Genesys or Aspect or Blue Pumpkin (for 600 agents) Oscar 17th Feb '06 1845 19
Standard Operating Procedures Abhilasha 16th Jun '03 1833 6
Service Level Calculations Louise 8th Sep '09 1485 8
Parameters for Calculating Average Speed of Answer Hasan 29th Feb '12 1462 6
Erlang formula and question Kevin 19th Nov '09 1415 6
Staffing - FTE Required santosh 29th Nov '05 1383 40
Abandon % Calculation and the "self abandoned" call Ian 25th Jul '05 1339 26
Calculate FTE for an Outbound Campaign Stuart 9th May '11 1282 6
Computing FTE for Chat account Martin 24th Aug '11 1273 2
Business Continuity Plan Yogendra 17th Jul '17 1241 2
Forecasting using Calls Offered Chris 23rd Mar '05 1197 11
Defining KPI's for outbound Telesales Team Leaders Richard 3rd Nov '03 1036 8
Recommended Workforce Management Software Glenn 10th Jun '03 1014 17
How to get Service Level for Abandon based Program Sirajuddin 11th Feb '18 1007 2
Occupancy Levels Mark 7th Aug '02 890 12
Private Sector - Call Centre Sickness Absence Rates Diane 8th May '18 864 2
Erlang C with Excel 2007 Graham 29th Jul '08 826 12
Not Ready Codes Paul 5th Jan '04 824 13
Grade of Service Analysis - Help! B 8th Dec '03 823 19
Ratio of supervisors or trainers per Customer service rep. Francine 7th Feb '02 801 4
Dress Up Theme Days any ideas? Jubril 5th Dec '03 782 5
Help sharing same team with 2 CS Managers reporting to 2 different General Managers Alejandro 14th Nov '18 767 2
Calculate FTE needed per hour and create shifts Alexander 7th Jul '17 754 2
WFM question - Agents required Mahesh 5th Apr '08 745 8
4 hour Service Level John 27th Mar '18 735 3
Understanding & using Erlang Dylan 30th Jun '03 708 3
Updated Internal communications Mina 23rd Dec '17 579 2
How to calculate staffing for chat process Sunil 8th Nov '11 569 2
FTE Computation (Week View) Michael 25th Jul '09 564 11
call center Setup asif 7th Oct '06 518 7
How to calculate no of agents present in a day Shourya 9th Jan '18 516 2
Forecasting: What tools do you use? Wil 19th Oct '09 503 12
rota formats Chris 5th May '04 487 26
long term forecasts richard 28th Nov '09 482 3
Business Plan for Call Center Sankey 12th Dec '18 436 2
Lifeproblem Anon 16th Dec '17 434 0
Accounting for queue carry over between intervals and abandons? David 11th Jan '18 420 2
Noise and stress in a Hospital Switchboard Steven 21st Apr '09 415 8
Reducing AHT Ajith kumar 14th Sep '07 414 10
Tracking Back Office Matt 9th Nov '17 404 2
Setting up a call centre Sameer 22nd Feb '02 360 5
Agents do not have access to Agent Webstation in IEX Andrew 8th May '18 359 2
Question about AHT Jen 17th Jun '05 358 14
How to increase your RPC numbers? Andy 11th Jun '07 344 3
Wrap Time Target Tim 12th Apr '18 344 3
Dress Codes David 28th Jul '03 340 29
Genesys-WFM emilio 29th Sep '04 313 4
How to do multiskilling in IEX OR simple excel Ritesh 13th Nov '05 306 3
Does anyone have any good tips for staff motivation? Jim 18th Apr '01 303 94
WE PUT CALL CENTRES TO THE TEST.. Jason 9th Aug '06 303 22
Universal Agent / Superagent team Cassandra 27th Jun '18 298 3
Is it possible to calculate required average handle time using Erlang? Erica 1st Feb '18 297 3
Sharing calls with other departments ghazale 10th Nov '18 295 2
Erlang for Excel Requriements versus Resource Model Requirements Vosy 1st Feb '05 291 18
Diploma in Call Centre Management Anne 10th Oct '01 289 4
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 30th Jan '02 289 3
Erlang Forecasting in Excel - mins in interval Philip 9th Oct '08 276 3
Recruitment Claire 4th Jun '04 273 5
Utilisation Nahla 25th Feb '18 270 2
Calculating Shrinkage Matthew 8th Sep '11 268 4
Total Headcount vs. FTE Per Hour Pamela 9th Nov '09 262 3
The power of 1 Michael 17th Jun '09 252 11
Sickness Target Chris 17th Jun '04 250 29
Self-directed work teams Charlotte 13th Jul '01 244 2
Forecast Accuracy - Industry Standards Anthony 6th Jan '15 233 2
Support staff Anon 30th Apr '02 231 4
Using Genesys WFM C-N 3rd Jun '08 229 4
Does Anyone Have an Agent Ranking Template? Bob 20th Jun '18 227 2
Blended FTE's Vitor 17th Sep '08 225 4
Work Force Management Software Joanne 15th Aug '01 222 2
Excel Sheets.... For Scheduling / Resource Planning and Forecasting Tim 19th Dec '04 222 2
Forecast variance sophie 30th Jul '09 218 3
Forecast Chats - Factoring in Multiple Windows Dan 6th Feb '08 217 4
Rewards & Recognition for Project Management team Sara 19th Nov '01 216 2
Attrition formula Mel 5th Mar '03 215 2
GOS calculations Vs overstaffing Scott 5th Jan '06 212 5
Call Queue Times and Costs to Customers - ICSTIS REGULATION Elaine 30th Aug '06 212 17
Is using WFM tool effective for a call centre manned by 20-30 agents? Indrani 4th Dec '03 211 9
Calculating FTE for a Contact Centre Stuart 17th Oct '12 209 3
Call center KPI's Nikos 4th Dec '08 208 3
Forecasting HelpDesk Calls--Methodology Dan 14th Aug '07 207 2
FTE Requirements for blended agents Wil 24th Aug '09 207 4
Back Office Forecast Pradeep 28th Jul '11 206 2
Quality Evaluation Yalda 16th Apr '18 206 3
Multi Q Management Paul Yuknis 15th Nov '05 205 5
Multiple rotas within 24/7 Contact Centre Lauren 4th Aug '10 205 2
WFM Tool Cost Louise 4th Nov '09 204 3
workforce planning (WFP) for integrated call centre sophie 5th Mar '10 197 2
Setting up a Small Size Call Center Mustafa 12th May '08 196 5
Homeworking - Pros & Cons Luke 18th Nov '09 196 7
Can you give me any new /good ideas about building utilisation models..? Jayne 4th Mar '03 195 4
Need Tips Using Telemarketers To Sell Web Hosting Colin 11th Jun '03 195 5
Staff Planner Robert 24th Aug '01 194 7
Blue Pumpkin Automatic Holiday Assignment Scott 29th Apr '08 193 8
Setting up a small internal call centre Elaine 24th Feb '06 192 7
Applying Shrinkages Tim 12th Jan '06 191 12
Call centre working conditions Bob 18th Apr '01 190 9
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