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 8602 3
Forecast Variance Calculation Rod 20th Jan '04 6711 6
Email disclaimers and GDPR Graham 1st Feb '18 6298 2
Factors included in Shrinkage Shuchi 13th Apr '08 5362 13
How to manage a high call volume with less agents sunanda 4th Nov '20 5221 2
Business Continuity Plan Yogendra 17th Jul '17 4538 2
Onshoring V offshoring Holly 3rd Nov '20 3949 2
Routing emails, chats and inbound phone calls concurrently Jean 26th Feb '21 3812 3
Post Covid-19 hybrid (home/office based) customer service centres Diane 11th Dec '20 3405 2
Calculate FTE needed per hour and create shifts Alexander 7th Jul '17 3372 4
Call Center set up implementation plan template in Microsoft Project format Jonathan 3rd Apr '19 3182 2
Parameters for Calculating Average Speed of Answer Hasan 29th Feb '12 3178 6
Staffing - FTE Required santosh 29th Nov '05 3099 39
Abandon % Calculation and the "self abandoned" call Ian 25th Jul '05 3056 26
Private Sector - Call Centre Sickness Absence Rates Diane 8th May '18 2759 3
Standard Operating Procedures Abhilasha 16th Jun '03 2716 6
Hold time standards/benchmark Sherry 21st Nov '19 2346 2
Calculate FTE for an Outbound Campaign Stuart 9th May '11 2300 6
Not Ready Codes Paul 5th Jan '04 2287 13
Forecasting using Calls Offered Chris 23rd Mar '05 2242 11
Extreme Spike in Call Volume Scott 13th Apr '21 2223 2
Service Level Calculations Louise 8th Sep '09 2156 8
FTE needs to meet sla Charles 7th May '21 2103 2
Sales Team Metrics Rob 30th Sep '20 2009 2
Erlang formula and question Kevin 19th Nov '09 1963 6
Do you have specialist agents or generalists Rhea 7th Oct '19 1896 2
Chat Concurrency is Input or Out Gurpreet 12th Feb '21 1854 2
Understanding & using Erlang Dylan 30th Jun '03 1768 5
Computing FTE for Chat account Martin 24th Aug '11 1606 2
Ratio of supervisors or trainers per Customer service rep. Francine 7th Feb '02 1599 4
Grade of Service Analysis - Help! B 8th Dec '03 1526 19
Dress Up Theme Days any ideas? Jubril 5th Dec '03 1518 5
Recommended Workforce Management Software Glenn 10th Jun '03 1503 5
Defining KPI's for outbound Telesales Team Leaders Richard 3rd Nov '03 1485 8
What is the corelation between ASA, AHT and Service Level in WFM? Deepak 23rd Feb '19 1425 2
Erlang C with Excel 2007 Graham 29th Jul '08 1392 12
Occupancy Levels Mark 7th Aug '02 1315 12
Call Centre Rota formats Chris 5th May '04 1263 20
4 hour Service Level John 27th Mar '18 1223 3
Vip customer care Shima 14th Jul '19 1129 2
How to get Service Level for Abandon based Program Sirajuddin 11th Feb '18 1121 2
Do you have any package for running kind of IVR Circuit during BCP triggered Lucas 16th Sep '20 1092 2
How to project the service levels using Erlang A? Chetna 30th Aug '18 1059 10
Sharing team with 2 CS Managers and 2 different General Managers Alejandro 14th Nov '18 1032 2
Process For Head Of Quality Lynette 20th Apr '19 1016 2
WFM question - Agents required Mahesh 5th Apr '08 961 8
FTE Computation (Week View) Michael 25th Jul '09 938 11
Diploma in Call Centre Management Anne 10th Oct '01 850 3
How to calculate staffing for chat process Sunil 8th Nov '11 835 2
Sickness Target Chris 17th Jun '04 818 28
Metrics to Measure WFM Analyst Performance Eric 23rd Jun '20 802 2
Noise and stress in a Hospital Switchboard Steven 21st Apr '09 799 8
FTE requirements for an Email Queue Erica 27th Aug '20 793 2
How to increase your RPC numbers? Andy 11th Jun '07 767 3
call center Setup asif 7th Oct '06 728 7
Forecasting: What tools do you use? Wil 19th Oct '09 703 12
Updated Internal communications Mina 23rd Dec '17 693 2
long term forecasts richard 28th Nov '09 677 3
Wrap Time Target Tim 12th Apr '18 677 3
Dress Codes David 28th Jul '03 675 29
Queue carry over between intervals and abandons David 11th Jan '18 673 3
Reducing AHT of 142 seconds Ajith kumar 14th Sep '07 665 10
How to calculate no of agents present in a day Shourya 9th Jan '18 657 2
Does anyone have any good tips for staff motivation? Jim 18th Apr '01 616 93
Opening hours vs opening hours telephone Lisette 3rd Jul '20 602 4
Erlang Forecasting in Excel - mins in interval Philip 9th Oct '08 601 3
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 30th Jan '02 592 3
Forecast Accuracy - Industry Standards Anthony 6th Jan '15 536 2
Tracking Back Office Matt 9th Nov '17 535 2
dialler manager/strategy training Nathan 9th Jan '19 527 2
Universal Agent / Superagent team Cassandra 27th Jun '18 525 3
What are the Costs of Setting up a call centre Sameer 22nd Feb '02 511 5
Sharing calls with other departments ghazale 10th Nov '18 492 2
Forecast variance sophie 30th Jul '09 474 3
Will introducing a chat channel reduce volume elsewhere? James 9th Jan '19 472 3
How many agents I need? Deepinder 12th Jun '18 465 5
Support staff Anon 30th Apr '02 450 4
Calculating Shrinkage Matthew 8th Sep '11 449 4
Total Headcount vs. FTE Per Hour Pamela 9th Nov '09 445 3
Erlang for Excel Requriements versus Resource Model Requirements Vosy 1st Feb '05 440 18
Does Anyone Have an Agent Ranking Template? Bob 20th Jun '18 439 2
Call Rates Whitney 21st May '20 427 2
Blended FTE's Vitor 17th Sep '08 419 4
Productivity of Chat agent Anupam 13th Dec '19 417 2
Is it possible to calculate required average handle time using Erlang? Erica 1st Feb '18 413 3
FTE Requirements for blended agents Wil 24th Aug '09 406 4
Strategy for Large Volume Recruitment Claire 4th Jun '04 403 5
Self-directed work teams Charlotte 13th Jul '01 401 2
The power of 1 Michael 17th Jun '09 393 11
GOS calculations Vs overstaffing Scott 5th Jan '06 391 5
Need Tips Using Telemarketers To Sell Web Hosting Colin 11th Jun '03 384 5
workforce planning (WFP) for integrated call centre sophie 5th Mar '10 382 2
Staff Planner Robert 24th Aug '01 374 7
Quality Evaluation Yalda 16th Apr '18 374 3
Shrinkage Calculation Breakdown Ismail 11th Dec '19 371 2
Call center KPI's Nikos 4th Dec '08 366 3
Multi Q Management Paul Yuknis 15th Nov '05 365 5
Customer Service Preferred Contact Method BenHeslop 14th Mar '19 365 2
Rewards & Recognition for Project Management team Sara 19th Nov '01 364 2
Calculating FTE for a Contact Centre Stuart 17th Oct '12 358 3
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