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 8117 3
Forecast Variance Calculation Rod 20th Jan '04 6349 6
Email disclaimers and GDPR Graham 1st Feb '18 6265 2
Factors included in Shrinkage Shuchi 13th Apr '08 5116 13
Business Continuity Plan Yogendra 17th Jul '17 4509 2
Calculate FTE needed per hour and create shifts Alexander 7th Jul '17 3183 4
Parameters for Calculating Average Speed of Answer Hasan 29th Feb '12 2955 6
Staffing - FTE Required santosh 29th Nov '05 2835 39
Abandon % Calculation and the "self abandoned" call Ian 25th Jul '05 2749 26
Private Sector - Call Centre Sickness Absence Rates Diane 8th May '18 2688 3
Standard Operating Procedures Abhilasha 16th Jun '03 2649 6
How to manage a high call volume with less agents sunanda 4th Nov '20 2594 2
Hold time standards/benchmark Sherry 21st Nov '19 2318 2
Call Center set up implementation plan template in Microsoft Project format Jonathan 3rd Apr '19 2243 2
Calculate FTE for an Outbound Campaign Stuart 9th May '11 2103 6
Service Level Calculations Louise 8th Sep '09 2072 8
Forecasting using Calls Offered Chris 23rd Mar '05 2033 11
Sales Team Metrics Rob 30th Sep '20 1972 2
Not Ready Codes Paul 5th Jan '04 1877 13
Erlang formula and question Kevin 19th Nov '09 1836 6
Do you have specialist agents or generalists Rhea 7th Oct '19 1827 2
Understanding & using Erlang Dylan 30th Jun '03 1740 5
Computing FTE for Chat account Martin 24th Aug '11 1506 2
Recommended Workforce Management Software Glenn 10th Jun '03 1460 5
Dress Up Theme Days any ideas? Jubril 5th Dec '03 1431 5
Grade of Service Analysis - Help! B 8th Dec '03 1428 19
Defining KPI's for outbound Telesales Team Leaders Richard 3rd Nov '03 1404 8
Ratio of supervisors or trainers per Customer service rep. Francine 7th Feb '02 1380 4
Onshoring V offshoring Holly 3rd Nov '20 1354 2
Occupancy Levels Mark 7th Aug '02 1257 12
Erlang C with Excel 2007 Graham 29th Jul '08 1191 12
What is the corelation between ASA, AHT and Service Level in WFM? Deepak 23rd Feb '19 1137 2
Call Centre Rota formats Chris 5th May '04 1095 20
How to get Service Level for Abandon based Program Sirajuddin 11th Feb '18 1095 2
Vip customer care Shima 14th Jul '19 1092 2
Do you have any package for running kind of IVR Circuit during BCP triggered Lucas 16th Sep '20 1067 2
4 hour Service Level John 27th Mar '18 1065 3
How to project the service levels using Erlang A? Chetna 30th Aug '18 1008 10
Sharing team with 2 CS Managers and 2 different General Managers Alejandro 14th Nov '18 998 2
Process For Head Of Quality Lynette 20th Apr '19 984 2
WFM question - Agents required Mahesh 5th Apr '08 924 8
FTE Computation (Week View) Michael 25th Jul '09 895 11
How to calculate staffing for chat process Sunil 8th Nov '11 800 2
Metrics to Measure WFM Analyst Performance Eric 23rd Jun '20 759 2
FTE requirements for an Email Queue Erica 27th Aug '20 758 2
Noise and stress in a Hospital Switchboard Steven 21st Apr '09 735 8
Diploma in Call Centre Management Anne 10th Oct '01 728 3
Sickness Target Chris 17th Jun '04 717 28
How to increase your RPC numbers? Andy 11th Jun '07 701 3
call center Setup asif 7th Oct '06 695 7
Updated Internal communications Mina 23rd Dec '17 668 2
Forecasting: What tools do you use? Wil 19th Oct '09 662 12
long term forecasts richard 28th Nov '09 641 3
Queue carry over between intervals and abandons David 11th Jan '18 639 3
How to calculate no of agents present in a day Shourya 9th Jan '18 627 2
Reducing AHT of 142 seconds Ajith kumar 14th Sep '07 625 10
Wrap Time Target Tim 12th Apr '18 625 3
Dress Codes David 28th Jul '03 613 29
Does anyone have any good tips for staff motivation? Jim 18th Apr '01 564 93
Opening hours vs opening hours telephone Lisette 3rd Jul '20 560 4
Erlang Forecasting in Excel - mins in interval Philip 9th Oct '08 548 3
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 30th Jan '02 526 3
Tracking Back Office Matt 9th Nov '17 506 2
Universal Agent / Superagent team Cassandra 27th Jun '18 498 3
Forecast Accuracy - Industry Standards Anthony 6th Jan '15 492 2
dialler manager/strategy training Nathan 9th Jan '19 491 2
What are the Costs of Setting up a call centre Sameer 22nd Feb '02 478 5
Sharing calls with other departments ghazale 10th Nov '18 467 2
Will introducing a chat channel reduce volume elsewhere? James 9th Jan '19 419 3
Forecast variance sophie 30th Jul '09 416 3
Calculating Shrinkage Matthew 8th Sep '11 412 4
Erlang for Excel Requriements versus Resource Model Requirements Vosy 1st Feb '05 411 18
Does Anyone Have an Agent Ranking Template? Bob 20th Jun '18 410 2
Total Headcount vs. FTE Per Hour Pamela 9th Nov '09 404 3
Support staff Anon 30th Apr '02 398 4
Is it possible to calculate required average handle time using Erlang? Erica 1st Feb '18 386 3
Call Rates Whitney 21st May '20 386 2
Strategy for Large Volume Recruitment Claire 4th Jun '04 378 5
How many agents I need? Deepinder 12th Jun '18 378 5
Productivity of Chat agent Anupam 13th Dec '19 376 2
Self-directed work teams Charlotte 13th Jul '01 362 2
The power of 1 Michael 17th Jun '09 357 11
FTE Requirements for blended agents Wil 24th Aug '09 351 4
Blended FTE's Vitor 17th Sep '08 346 4
GOS calculations Vs overstaffing Scott 5th Jan '06 345 5
workforce planning (WFP) for integrated call centre sophie 5th Mar '10 344 2
Quality Evaluation Yalda 16th Apr '18 339 3
Need Tips Using Telemarketers To Sell Web Hosting Colin 11th Jun '03 336 5
Rewards & Recognition for Project Management team Sara 19th Nov '01 333 2
Call center KPI's Nikos 4th Dec '08 332 3
Customer Service Preferred Contact Method BenHeslop 14th Mar '19 332 2
Call Queue Times and Costs to Customers - ICSTIS REGULATION Elaine 30th Aug '06 328 17
Calculating FTE for a Contact Centre Stuart 17th Oct '12 327 3
Multi Q Management Paul Yuknis 15th Nov '05 326 5
Forecast Chats - Factoring in Multiple Windows Dan 6th Feb '08 325 4
Is using WFM tool effective for a call centre manned by 20-30 agents? Indrani 4th Dec '03 323 9
Staff Planner Robert 24th Aug '01 322 7
Multiple rotas within 24/7 Contact Centre Lauren 4th Aug '10 320 2
Shrinkage Calculation Breakdown Ismail 11th Dec '19 317 2
Homeworking - Pros & Cons Luke 18th Nov '09 312 7
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