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 8676 3
Forecast Variance Calculation Rod 20th Jan '04 6819 6
Email disclaimers and GDPR Graham 1st Feb '18 6327 2
Factors included in Shrinkage Shuchi 13th Apr '08 5442 13
How to manage a high call volume with less agents sunanda 4th Nov '20 5262 2
Business Continuity Plan Yogendra 17th Jul '17 4564 2
Onshoring V offshoring Holly 3rd Nov '20 3975 2
Routing emails, chats and inbound phone calls concurrently Jean 26th Feb '21 3840 3
Calculate FTE needed per hour and create shifts Alexander 7th Jul '17 3446 4
Post Covid-19 hybrid (home/office based) customer service centres Diane 11th Dec '20 3435 2
Call Center set up implementation plan template in Microsoft Project format Jonathan 3rd Apr '19 3395 2
Parameters for Calculating Average Speed of Answer Hasan 29th Feb '12 3242 6
Staffing - FTE Required santosh 29th Nov '05 3221 39
Abandon % Calculation and the "self abandoned" call Ian 25th Jul '05 3166 26
Private Sector - Call Centre Sickness Absence Rates Diane 8th May '18 2794 3
Standard Operating Procedures Abhilasha 16th Jun '03 2755 6
WFM & workload distribution Jamie 3rd Aug '21 2638 2
Not Ready Codes Paul 5th Jan '04 2411 13
Hold time standards/benchmark Sherry 21st Nov '19 2369 2
Calculate FTE for an Outbound Campaign Stuart 9th May '11 2368 6
Forecasting using Calls Offered Chris 23rd Mar '05 2305 11
Extreme Spike in Call Volume Scott 13th Apr '21 2246 2
Service Level Calculations Louise 8th Sep '09 2223 8
FTE needs to meet sla Charles 7th May '21 2133 2
Sales Team Metrics Rob 30th Sep '20 2034 2
Erlang formula and question Kevin 19th Nov '09 2008 6
Do you have specialist agents or generalists Rhea 7th Oct '19 1923 2
Chat Concurrency is Input or Out Gurpreet 12th Feb '21 1878 2
Understanding & using Erlang Dylan 30th Jun '03 1796 5
Ratio of supervisors or trainers per Customer service rep. Francine 7th Feb '02 1699 4
Computing FTE for Chat account Martin 24th Aug '11 1670 2
Dress Up Theme Days any ideas? Jubril 5th Dec '03 1578 5
Grade of Service Analysis - Help! B 8th Dec '03 1573 19
Recommended Workforce Management Software Glenn 10th Jun '03 1528 5
What is the corelation between ASA, AHT and Service Level in WFM? Deepak 23rd Feb '19 1525 2
Defining KPI's for outbound Telesales Team Leaders Richard 3rd Nov '03 1507 8
Erlang C with Excel 2007 Graham 29th Jul '08 1427 12
Occupancy Levels Mark 7th Aug '02 1344 12
Call Centre Rota formats Chris 5th May '04 1318 20
4 hour Service Level John 27th Mar '18 1287 3
Vip customer care Shima 14th Jul '19 1147 2
How to get Service Level for Abandon based Program Sirajuddin 11th Feb '18 1140 2
Do you have any package for running kind of IVR Circuit during BCP triggered Lucas 16th Sep '20 1110 2
How to project the service levels using Erlang A? Chetna 30th Aug '18 1088 10
Sharing team with 2 CS Managers and 2 different General Managers Alejandro 14th Nov '18 1048 2
Sickness Target Chris 17th Jun '04 1044 28
Process For Head Of Quality Lynette 20th Apr '19 1038 2
WFM question - Agents required Mahesh 5th Apr '08 987 8
FTE Computation (Week View) Michael 25th Jul '09 955 11
Diploma in Call Centre Management Anne 10th Oct '01 877 3
Metrics to Measure WFM Analyst Performance Eric 23rd Jun '20 861 2
How to calculate staffing for chat process Sunil 8th Nov '11 856 2
Noise and stress in a Hospital Switchboard Steven 21st Apr '09 826 8
FTE requirements for an Email Queue Erica 27th Aug '20 805 2
How to increase your RPC numbers? Andy 11th Jun '07 792 3
call center Setup asif 7th Oct '06 743 7
Forecasting: What tools do you use? Wil 19th Oct '09 722 12
Updated Internal communications Mina 23rd Dec '17 711 2
Dress Codes David 28th Jul '03 700 29
long term forecasts richard 28th Nov '09 693 3
Wrap Time Target Tim 12th Apr '18 693 3
Queue carry over between intervals and abandons David 11th Jan '18 687 3
Reducing AHT of 142 seconds Ajith kumar 14th Sep '07 686 10
How to calculate no of agents present in a day Shourya 9th Jan '18 670 2
Attrition pipeline model victory 4th Oct '21 655 2
Does anyone have any good tips for staff motivation? Jim 18th Apr '01 633 93
Erlang Forecasting in Excel - mins in interval Philip 9th Oct '08 628 3
Opening hours vs opening hours telephone Lisette 3rd Jul '20 621 4
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 30th Jan '02 616 3
Forecast Accuracy - Industry Standards Anthony 6th Jan '15 559 2
Tracking Back Office Matt 9th Nov '17 551 2
dialler manager/strategy training Nathan 9th Jan '19 549 2
Universal Agent / Superagent team Cassandra 27th Jun '18 543 3
What are the Costs of Setting up a call centre Sameer 22nd Feb '02 525 5
Sharing calls with other departments ghazale 10th Nov '18 509 2
Forecast variance sophie 30th Jul '09 497 3
Will introducing a chat channel reduce volume elsewhere? James 9th Jan '19 489 3
How many agents I need? Deepinder 12th Jun '18 488 5
Support staff Anon 30th Apr '02 480 4
Calculating Shrinkage Matthew 8th Sep '11 465 4
Total Headcount vs. FTE Per Hour Pamela 9th Nov '09 463 3
Erlang for Excel Requriements versus Resource Model Requirements Vosy 1st Feb '05 456 18
Does Anyone Have an Agent Ranking Template? Bob 20th Jun '18 451 2
Call Rates Whitney 21st May '20 447 2
Productivity of Chat agent Anupam 13th Dec '19 438 2
Blended FTE's Vitor 17th Sep '08 436 4
Is it possible to calculate required average handle time using Erlang? Erica 1st Feb '18 430 3
New team setup victory 10th Oct '21 428 2
FTE Requirements for blended agents Wil 24th Aug '09 424 4
Self-directed work teams Charlotte 13th Jul '01 420 2
Strategy for Large Volume Recruitment Claire 4th Jun '04 419 5
The power of 1 Michael 17th Jun '09 410 11
GOS calculations Vs overstaffing Scott 5th Jan '06 408 5
Need Tips Using Telemarketers To Sell Web Hosting Colin 11th Jun '03 404 5
workforce planning (WFP) for integrated call centre sophie 5th Mar '10 398 2
Staff Planner Robert 24th Aug '01 396 7
Multi Q Management Paul Yuknis 15th Nov '05 391 5
Quality Evaluation Yalda 16th Apr '18 390 3
Shrinkage Calculation Breakdown Ismail 11th Dec '19 388 2
Call center KPI's Nikos 4th Dec '08 385 3
More topics...