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 6173 2
Forecast Variance Calculation Rod 20th Jan '04 5485 6
Business Plan for Call Center Sankey 12th Dec '18 5113 2
Factors included in Shrinkage Shuchi 13th Apr '08 4597 13
Business Continuity Plan Yogendra 17th Jul '17 4367 2
WFM - Genesys or Aspect or Blue Pumpkin (for 600 agents) Oscar 17th Feb '06 2576 19
Private Sector - Call Centre Sickness Absence Rates Diane 8th May '18 2392 3
Standard Operating Procedures Abhilasha 16th Jun '03 2373 6
Parameters for Calculating Average Speed of Answer Hasan 29th Feb '12 2292 6
Staffing - FTE Required santosh 29th Nov '05 2250 40
Hold time standards/benchmark Sherry 21st Nov '19 2215 2
Abandon % Calculation and the "self abandoned" call Ian 25th Jul '05 1949 26
Service Level Calculations Louise 8th Sep '09 1860 8
Do you have specialist agents or generalists Rhea 7th Oct '19 1712 2
Calculate FTE for an Outbound Campaign Stuart 9th May '11 1694 6
Erlang formula and question Kevin 19th Nov '09 1609 6
Forecasting using Calls Offered Chris 23rd Mar '05 1581 11
Computing FTE for Chat account Martin 24th Aug '11 1385 2
Understanding & using Erlang Dylan 30th Jun '03 1314 3
Recommended Workforce Management Software Glenn 10th Jun '03 1275 17
Calculate FTE needed per hour and create shifts Alexander 7th Jul '17 1263 2
Defining KPI's for outbound Telesales Team Leaders Richard 3rd Nov '03 1235 8
Dress Up Theme Days any ideas? Jubril 5th Dec '03 1215 5
Not Ready Codes Paul 5th Jan '04 1212 13
Grade of Service Analysis - Help! B 8th Dec '03 1162 19
Occupancy Levels Mark 7th Aug '02 1113 12
How to get Service Level for Abandon based Program Sirajuddin 11th Feb '18 1032 2
Vip customer care Shima 14th Jul '19 1032 2
Ratio of supervisors or trainers per Customer service rep. Francine 7th Feb '02 1008 4
Erlang C with Excel 2007 Graham 29th Jul '08 977 12
Process For Head Of Quality Lynette 20th Apr '19 930 2
Sharing team with 2 CS Managers and 2 different General Managers Alejandro 14th Nov '18 919 2
4 hour Service Level John 27th Mar '18 884 3
WFM question - Agents required Mahesh 5th Apr '08 830 8
Call Center set up implementation plan template in Microsoft Project format Jonathan 3rd Apr '19 768 2
Call Centre Rota formats Chris 5th May '04 749 25
How to project the service levels using Erlang A? Chetna 30th Aug '18 740 10
FTE Computation (Week View) Michael 25th Jul '09 728 11
How to calculate staffing for chat process Sunil 8th Nov '11 712 2
Agents do not have access to Agent Webstation in IEX Andrew 8th May '18 644 2
What is the corelation between ASA, AHT and Service Level in WFM? Deepak 23rd Feb '19 644 2
call center Setup asif 7th Oct '06 621 7
Updated Internal communications Mina 23rd Dec '17 619 2
Noise and stress in a Hospital Switchboard Steven 21st Apr '09 595 8
Queue carry over between intervals and abandons David 11th Jan '18 588 3
How to calculate no of agents present in a day Shourya 9th Jan '18 570 2
Forecasting: What tools do you use? Wil 19th Oct '09 565 12
long term forecasts richard 28th Nov '09 562 3
How to increase your RPC numbers? Andy 11th Jun '07 546 3
Reducing AHT of 142 seconds Ajith kumar 14th Sep '07 546 10
Wrap Time Target Tim 12th Apr '18 513 3
Question about AHT Jen 17th Jun '05 510 14
Dress Codes David 28th Jul '03 482 29
Lifeproblem Anon 16th Dec '17 481 0
WE PUT CALL CENTRES TO THE TEST.. Jason 9th Aug '06 473 22
Diploma in Call Centre Management Anne 10th Oct '01 441 4
Tracking Back Office Matt 9th Nov '17 439 2
Universal Agent / Superagent team Cassandra 27th Jun '18 435 3
What are the Costs of Setting up a call centre Sameer 22nd Feb '02 412 5
dialler manager/strategy training Nathan 9th Jan '19 406 2
Sharing calls with other departments ghazale 10th Nov '18 404 2
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 30th Jan '02 403 3
Does anyone have any good tips for staff motivation? Jim 18th Apr '01 402 94
How to do multiskilling in IEX OR simple excel Ritesh 13th Nov '05 400 3
Erlang Forecasting in Excel - mins in interval Philip 9th Oct '08 394 3
Genesys-WFM emilio 29th Sep '04 390 4
Forecast Accuracy - Industry Standards Anthony 6th Jan '15 368 2
Does Anyone Have an Agent Ranking Template? Bob 20th Jun '18 345 2
Interactive Excel Dashboard Chris 28th May '19 344 3
Calculating Shrinkage Matthew 8th Sep '11 340 4
Total Headcount vs. FTE Per Hour Pamela 9th Nov '09 335 3
Erlang for Excel Requriements versus Resource Model Requirements Vosy 1st Feb '05 329 18
Sickness Target Chris 17th Jun '04 327 29
Is it possible to calculate required average handle time using Erlang? Erica 1st Feb '18 318 3
Strategy for Large Volume Recruitment Claire 4th Jun '04 311 5
Excel Sheets.... For Scheduling / Resource Planning and Forecasting Tim 19th Dec '04 306 2
Support staff Anon 30th Apr '02 305 4
Forecast variance sophie 30th Jul '09 305 3
The power of 1 Michael 17th Jun '09 300 11
Will introducing a chat channel reduce volume elsewhere? James 9th Jan '19 299 3
Self-directed work teams Charlotte 13th Jul '01 293 2
FTE workload computation with hoop hours Lex 13th Jul '18 280 2
Using Genesys WFM C-N 3rd Jun '08 277 4
Quality Evaluation Yalda 16th Apr '18 276 3
WFM Tool Cost Louise 4th Nov '09 275 3
GOS calculations Vs overstaffing Scott 5th Jan '06 274 5
workforce planning (WFP) for integrated call centre sophie 5th Mar '10 272 2
Blended FTE's Vitor 17th Sep '08 269 4
Customer Service Preferred Contact Method BenHeslop 14th Mar '19 269 2
Work Force Management Software Joanne 15th Aug '01 268 2
Is using WFM tool effective for a call centre manned by 20-30 agents? Indrani 4th Dec '03 267 9
Forecast Chats - Factoring in Multiple Windows Dan 6th Feb '08 264 4
Multiple rotas within 24/7 Contact Centre Lauren 4th Aug '10 263 2
Rewards & Recognition for Project Management team Sara 19th Nov '01 262 2
FTE Requirements for blended agents Wil 24th Aug '09 262 4
Need Tips Using Telemarketers To Sell Web Hosting Colin 11th Jun '03 261 5
Call center KPI's Nikos 4th Dec '08 260 3
Call Queue Times and Costs to Customers - ICSTIS REGULATION Elaine 30th Aug '06 259 17
Back Office Forecast Pradeep 28th Jul '11 259 2
Calculating FTE for a Contact Centre Stuart 17th Oct '12 258 3
More topics...