Planning Strategy and Management
Issues related to running a call centre or customer service department
Subject Author Created Views Posts
Forecast Variance Calculation Rod 20th Jan '04 3446 6
Factors included in Shrinkage Shuchi 13th Apr '08 3254 13
WFM - Genesys or Aspect or Blue Pumpkin (for 600 agents) Oscar 17th Feb '06 1324 19
Computing FTE for Chat account Martin 24th Aug '11 1155 2
Erlang formula and question Kevin 19th Nov '09 1132 5
Standard Operating Procedures Abhilasha 16th Jun '03 1085 6
Service Level Calculations Louise 8th Sep '09 1048 8
Business Continuity Plan Yogendra 17th Jul '17 978 2
Calculate FTE for an Outbound Campaign Stuart 9th May '11 922 6
How to get Service Level for Abandon based Program Sirajuddin 11th Feb '18 898 2
Recommended Workforce Management Software Glenn 10th Jun '03 822 17
Forecasting using Calls Offered Chris 23rd Mar '05 780 11
Defining KPI's for outbound Telesales Team Leaders Richard 3rd Nov '03 750 8
Staffing - FTE Required santosh 29th Nov '05 743 40
Abandon % Calculation and the "self abandoned" call Ian 25th Jul '05 705 26
Parameters for Calculating Average Speed of Answer Hasan 29th Feb '12 698 6
Erlang C with Excel 2007 Graham 29th Jul '08 680 12
Email disclaimers and GDPR Graham 1st Feb '18 651 2
WFM question - Agents required Mahesh 5th Apr '08 648 8
Occupancy Levels Mark 7th Aug '02 640 12
Ratio of supervisors or trainers per Customer service rep. Francine 7th Feb '02 629 4
Grade of Service Analysis - Help! B 8th Dec '03 599 19
4 hour Service Level John 27th Mar '18 561 3
Dress Up Theme Days any ideas? Jubril 5th Dec '03 501 5
How to calculate staffing for chat process Sunil 8th Nov '11 478 2
Updated Internal communications Mina 23rd Dec '17 459 2
Understanding & using Erlang Dylan 30th Jun '03 426 3
How to calculate no of agents present in a day Shourya 9th Jan '18 393 2
FTE Computation (Week View) Michael 25th Jul '09 390 11
Forecasting: What tools do you use? Wil 19th Oct '09 362 12
rota formats Chris 5th May '04 358 26
Not Ready Codes Paul 5th Jan '04 335 13
long term forecasts richard 28th Nov '09 332 3
Tracking Back Office Matt 9th Nov '17 328 2
Accounting for queue carry over between intervals and abandons? David 11th Jan '18 294 2
Lifeproblem Anon 16th Dec '17 290 0
Setting up a call centre Sameer 22nd Feb '02 284 5
Noise and stress in a Hospital Switchboard Steven 21st Apr '09 276 8
Calculate FTE needed per hour and create shifts Alexander 7th Jul '17 276 2
Question about AHT Jen 17th Jun '05 263 14
Genesys-WFM emilio 29th Sep '04 242 4
Erlang for Excel Requriements versus Resource Model Requirements Vosy 1st Feb '05 238 18
Recruitment Claire 4th Jun '04 236 5
How to do multiskilling in IEX OR simple excel Ritesh 13th Nov '05 236 3
Dress Codes David 28th Jul '03 235 29
How to increase your RPC numbers? Andy 11th Jun '07 226 3
Does anyone have any good tips for staff motivation? Jim 18th Apr '01 217 94
The power of 1 Michael 17th Jun '09 215 11
Erlang Forecasting in Excel - mins in interval Philip 9th Oct '08 211 3
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 30th Jan '02 204 3
Diploma in Call Centre Management Anne 10th Oct '01 203 4
Self-directed work teams Charlotte 13th Jul '01 201 2
Total Headcount vs. FTE Per Hour Pamela 9th Nov '09 197 3
Reducing AHT Ajith kumar 14th Sep '07 196 10
Sickness Target Chris 17th Jun '04 194 29
Is it possible to calculate required average handle time using Erlang? Erica 1st Feb '18 192 3
call center Setup asif 7th Oct '06 183 6
Work Force Management Software Joanne 15th Aug '01 181 2
Calculating FTE for a Contact Centre Stuart 17th Oct '12 177 3
Is using WFM tool effective for a call centre manned by 20-30 agents? Indrani 4th Dec '03 176 9
Forecast Chats - Factoring in Multiple Windows Dan 6th Feb '08 176 4
Calculating Shrinkage Matthew 8th Sep '11 176 4
Rewards & Recognition for Project Management team Sara 19th Nov '01 174 2
Forecast Accuracy - Industry Standards Anthony 6th Jan '15 172 2
Using Genesys WFM C-N 3rd Jun '08 171 4
Blended FTE's Vitor 17th Sep '08 169 4
Multiple rotas within 24/7 Contact Centre Lauren 4th Aug '10 169 2
Back Office Forecast Pradeep 28th Jul '11 167 2
Support staff Anon 30th Apr '02 166 4
Call Queue Times and Costs to Customers - ICSTIS REGULATION Elaine 30th Aug '06 166 17
Multi Q Management Paul Yuknis 15th Nov '05 165 5
Forecasting HelpDesk Calls--Methodology Dan 14th Aug '07 165 2
Can you give me any new /good ideas about building utilisation models..? Jayne 4th Mar '03 162 4
Homeworking - Pros & Cons Luke 18th Nov '09 162 7
Applying Shrinkages Tim 12th Jan '06 160 12
Setting up a small internal call centre Elaine 24th Feb '06 159 7
Blue Pumpkin Automatic Holiday Assignment Scott 29th Apr '08 159 8
Setting up a Small Size Call Center Mustafa 12th May '08 159 5
Forecast variance sophie 30th Jul '09 159 3
WFM Tool Cost Louise 4th Nov '09 159 3
Excel Sheets.... For Scheduling / Resource Planning and Forecasting Tim 19th Dec '04 158 2
Need Tips Using Telemarketers To Sell Web Hosting Colin 11th Jun '03 157 5
Indian Language and outbound training rich 15th Dec '03 157 32
Headset control Ann-Marie 4th Jan '08 157 3
FTE Requirements for blended agents Wil 24th Aug '09 157 4
Attrition formula Mel 5th Mar '03 156 2
GOS calculations Vs overstaffing Scott 5th Jan '06 155 5
Utilisation Nahla 25th Feb '18 154 2
WE PUT CALL CENTRES TO THE TEST.. Jason 9th Aug '06 152 22
Call center KPI's Nikos 4th Dec '08 152 3
Staff Planner Robert 24th Aug '01 151 7
workforce planning (WFP) for integrated call centre sophie 5th Mar '10 148 2
Request Training Inputs Venkateshwara Prasad 4th Oct '02 147 3
Fire Alarm/Bomb Threat Craig 2nd Dec '09 147 5
Call centre working conditions Bob 18th Apr '01 146 9
anyone know of a good rota/rosta planning tool David 19th Sep '01 145 5
Agent Productivity & Monitoring Kevin 21st Mar '02 145 2
Scheduling Shuchi 11th Jun '08 145 2
All Lines Busy and Abandon Forecast William 26th Oct '05 144 2
IT,s That Time Of The Year Again (Invite for CCV Members) John 7th Nov '06 144 7
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