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 6129 2
Forecast Variance Calculation Rod 20th Jan '04 5162 6
Factors included in Shrinkage Shuchi 13th Apr '08 4381 13
Business Plan for Call Center Sankey 12th Dec '18 3478 2
Business Continuity Plan Yogendra 17th Jul '17 2538 2
WFM - Genesys or Aspect or Blue Pumpkin (for 600 agents) Oscar 17th Feb '06 2332 19
Standard Operating Procedures Abhilasha 16th Jun '03 2267 6
Private Sector - Call Centre Sickness Absence Rates Diane 8th May '18 2228 3
Staffing - FTE Required santosh 29th Nov '05 2056 40
Parameters for Calculating Average Speed of Answer Hasan 29th Feb '12 2037 6
Abandon % Calculation and the "self abandoned" call Ian 25th Jul '05 1771 26
Service Level Calculations Louise 8th Sep '09 1765 8
Calculate FTE for an Outbound Campaign Stuart 9th May '11 1569 6
Erlang formula and question Kevin 19th Nov '09 1540 6
Forecasting using Calls Offered Chris 23rd Mar '05 1462 11
Computing FTE for Chat account Martin 24th Aug '11 1348 2
Recommended Workforce Management Software Glenn 10th Jun '03 1194 17
Defining KPI's for outbound Telesales Team Leaders Richard 3rd Nov '03 1174 8
Calculate FTE needed per hour and create shifts Alexander 7th Jul '17 1121 2
Not Ready Codes Paul 5th Jan '04 1103 13
Dress Up Theme Days any ideas? Jubril 5th Dec '03 1097 5
Grade of Service Analysis - Help! B 8th Dec '03 1074 19
Occupancy Levels Mark 7th Aug '02 1073 12
How to get Service Level for Abandon based Program Sirajuddin 11th Feb '18 1025 2
Vip customer care Shima 14th Jul '19 1015 2
Understanding & using Erlang Dylan 30th Jun '03 987 3
Ratio of supervisors or trainers per Customer service rep. Francine 7th Feb '02 936 4
Erlang C with Excel 2007 Graham 29th Jul '08 932 12
Process For Head Of Quality Lynette 20th Apr '19 911 2
Help sharing same team with 2 CS Managers reporting to 2 different General Managers Alejandro 14th Nov '18 887 2
4 hour Service Level John 27th Mar '18 829 3
WFM question - Agents required Mahesh 5th Apr '08 804 8
FTE Computation (Week View) Michael 25th Jul '09 689 11
How to calculate staffing for chat process Sunil 8th Nov '11 676 2
Call Centre Rota formats Chris 5th May '04 647 26
Updated Internal communications Mina 23rd Dec '17 604 2
call center Setup asif 7th Oct '06 602 7
How to project the service levels using Erlang A? Chetna 30th Aug '18 588 10
Queue carry over between intervals and abandons David 11th Jan '18 575 3
How to calculate no of agents present in a day Shourya 9th Jan '18 547 2
long term forecasts richard 28th Nov '09 545 3
Forecasting: What tools do you use? Wil 19th Oct '09 540 12
Noise and stress in a Hospital Switchboard Steven 21st Apr '09 528 8
Reducing AHT of 142 seconds Ajith kumar 14th Sep '07 516 10
Agents do not have access to Agent Webstation in IEX Andrew 8th May '18 471 2
Question about AHT Jen 17th Jun '05 467 14
Wrap Time Target Tim 12th Apr '18 466 3
Lifeproblem Anon 16th Dec '17 461 0
How to increase your RPC numbers? Andy 11th Jun '07 459 3
WE PUT CALL CENTRES TO THE TEST.. Jason 9th Aug '06 455 22
Dress Codes David 28th Jul '03 442 29
Tracking Back Office Matt 9th Nov '17 423 2
Call Center set up implementation plan template in Microsoft Project format Jonathan 3rd Apr '19 414 2
Universal Agent / Superagent team Cassandra 27th Jun '18 411 3
Diploma in Call Centre Management Anne 10th Oct '01 404 4
What is the corelation between ASA, AHT and Service Level in WFM? Deepak 23rd Feb '19 391 2
What are the Costs of Setting up a call centre Sameer 22nd Feb '02 383 5
Sharing calls with other departments ghazale 10th Nov '18 379 2
dialler manager/strategy training Nathan 9th Jan '19 378 2
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 30th Jan '02 377 3
Does anyone have any good tips for staff motivation? Jim 18th Apr '01 376 94
Genesys-WFM emilio 29th Sep '04 367 4
How to do multiskilling in IEX OR simple excel Ritesh 13th Nov '05 365 3
Erlang Forecasting in Excel - mins in interval Philip 9th Oct '08 358 3
Calculating Shrinkage Matthew 8th Sep '11 321 4
Erlang for Excel Requriements versus Resource Model Requirements Vosy 1st Feb '05 319 18
Interactive Excel Dashboard Chris 28th May '19 318 3
Forecast Accuracy - Industry Standards Anthony 6th Jan '15 316 2
Total Headcount vs. FTE Per Hour Pamela 9th Nov '09 315 3
Is it possible to calculate required average handle time using Erlang? Erica 1st Feb '18 313 3
Does Anyone Have an Agent Ranking Template? Bob 20th Jun '18 312 2
Sickness Target Chris 17th Jun '04 297 29
Strategy for Large Volume Recruitment Claire 4th Jun '04 294 5
Support staff Anon 30th Apr '02 285 4
The power of 1 Michael 17th Jun '09 283 11
Self-directed work teams Charlotte 13th Jul '01 280 2
Excel Sheets.... For Scheduling / Resource Planning and Forecasting Tim 19th Dec '04 277 2
Introducing a chat channel, will it lead to a reduction in volume in other areas? James 9th Jan '19 275 3
Forecast variance sophie 30th Jul '09 272 3
Using Genesys WFM C-N 3rd Jun '08 269 4
Quality Evaluation Yalda 16th Apr '18 259 3
GOS calculations Vs overstaffing Scott 5th Jan '06 258 5
WFM Tool Cost Louise 4th Nov '09 254 3
FTE Requirements for blended agents Wil 24th Aug '09 252 4
Blended FTE's Vitor 17th Sep '08 251 4
Forecast Chats - Factoring in Multiple Windows Dan 6th Feb '08 250 4
Attrition formula Mel 5th Mar '03 247 2
Work Force Management Software Joanne 15th Aug '01 246 2
Is using WFM tool effective for a call centre manned by 20-30 agents? Indrani 4th Dec '03 244 9
Multiple rotas within 24/7 Contact Centre Lauren 4th Aug '10 243 2
Customer Service Preferred Contact Method BenHeslop 14th Mar '19 242 2
Call Queue Times and Costs to Customers - ICSTIS REGULATION Elaine 30th Aug '06 240 17
Rewards & Recognition for Project Management team Sara 19th Nov '01 239 2
workforce planning (WFP) for integrated call centre sophie 5th Mar '10 239 2
Forecasting HelpDesk Calls Methodology Dan 14th Aug '07 238 2
Calculating FTE for a Contact Centre Stuart 17th Oct '12 238 3
Multi Q Management Paul Yuknis 15th Nov '05 237 5
Call center KPI's Nikos 4th Dec '08 237 3
Back Office Forecast Pradeep 28th Jul '11 236 2
Need Tips Using Telemarketers To Sell Web Hosting Colin 11th Jun '03 234 5
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