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 5998 2
Forecast Variance Calculation Rod 20th Jan '04 4666 6
Factors included in Shrinkage Shuchi 13th Apr '08 3927 13
WFM - Genesys or Aspect or Blue Pumpkin (for 600 agents) Oscar 17th Feb '06 1957 19
Standard Operating Procedures Abhilasha 16th Jun '03 1949 6
Business Plan for Call Center Sankey 12th Dec '18 1718 2
Parameters for Calculating Average Speed of Answer Hasan 29th Feb '12 1675 6
Staffing - FTE Required santosh 29th Nov '05 1611 40
Service Level Calculations Louise 8th Sep '09 1554 8
Abandon % Calculation and the "self abandoned" call Ian 25th Jul '05 1452 26
Erlang formula and question Kevin 19th Nov '09 1450 6
Calculate FTE for an Outbound Campaign Stuart 9th May '11 1349 6
Business Continuity Plan Yogendra 17th Jul '17 1296 2
Private Sector - Call Centre Sickness Absence Rates Diane 8th May '18 1294 2
Computing FTE for Chat account Martin 24th Aug '11 1285 2
Forecasting using Calls Offered Chris 23rd Mar '05 1269 11
Defining KPI's for outbound Telesales Team Leaders Richard 3rd Nov '03 1080 8
Recommended Workforce Management Software Glenn 10th Jun '03 1055 17
How to get Service Level for Abandon based Program Sirajuddin 11th Feb '18 1010 2
Occupancy Levels Mark 7th Aug '02 923 12
Grade of Service Analysis - Help! B 8th Dec '03 904 19
Not Ready Codes Paul 5th Jan '04 861 13
Help sharing same team with 2 CS Managers reporting to 2 different General Managers Alejandro 14th Nov '18 850 2
Dress Up Theme Days any ideas? Jubril 5th Dec '03 847 5
Erlang C with Excel 2007 Graham 29th Jul '08 845 12
Calculate FTE needed per hour and create shifts Alexander 7th Jul '17 844 2
Ratio of supervisors or trainers per Customer service rep. Francine 7th Feb '02 835 4
WFM question - Agents required Mahesh 5th Apr '08 761 8
Understanding & using Erlang Dylan 30th Jun '03 760 3
4 hour Service Level John 27th Mar '18 753 3
How to calculate staffing for chat process Sunil 8th Nov '11 598 2
FTE Computation (Week View) Michael 25th Jul '09 594 11
Updated Internal communications Mina 23rd Dec '17 585 2
call center Setup asif 7th Oct '06 575 7
rota formats Chris 5th May '04 526 26
How to calculate no of agents present in a day Shourya 9th Jan '18 526 2
Forecasting: What tools do you use? Wil 19th Oct '09 509 12
long term forecasts richard 28th Nov '09 505 3
Reducing AHT Ajith kumar 14th Sep '07 472 10
Noise and stress in a Hospital Switchboard Steven 21st Apr '09 446 8
Lifeproblem Anon 16th Dec '17 441 0
Accounting for queue carry over between intervals and abandons? David 11th Jan '18 427 2
Tracking Back Office Matt 9th Nov '17 406 2
Agents do not have access to Agent Webstation in IEX Andrew 8th May '18 399 2
Wrap Time Target Tim 12th Apr '18 385 3
Question about AHT Jen 17th Jun '05 381 14
How to increase your RPC numbers? Andy 11th Jun '07 376 3
Dress Codes David 28th Jul '03 365 29
Setting up a call centre Sameer 22nd Feb '02 364 5
Sharing calls with other departments ghazale 10th Nov '18 351 2
WE PUT CALL CENTRES TO THE TEST.. Jason 9th Aug '06 348 22
dialler manager/strategy training Nathan 9th Jan '19 344 2
Does anyone have any good tips for staff motivation? Jim 18th Apr '01 325 94
Genesys-WFM emilio 29th Sep '04 325 4
How to do multiskilling in IEX OR simple excel Ritesh 13th Nov '05 324 3
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 30th Jan '02 316 3
Diploma in Call Centre Management Anne 10th Oct '01 315 4
Universal Agent / Superagent team Cassandra 27th Jun '18 309 3
Is it possible to calculate required average handle time using Erlang? Erica 1st Feb '18 301 3
Erlang for Excel Requriements versus Resource Model Requirements Vosy 1st Feb '05 296 18
Erlang Forecasting in Excel - mins in interval Philip 9th Oct '08 291 3
Calculating Shrinkage Matthew 8th Sep '11 284 4
Does Anyone Have an Agent Ranking Template? Bob 20th Jun '18 283 2
Utilisation Nahla 25th Feb '18 281 2
Recruitment Claire 4th Jun '04 277 5
Total Headcount vs. FTE Per Hour Pamela 9th Nov '09 273 3
Sickness Target Chris 17th Jun '04 266 29
The power of 1 Michael 17th Jun '09 261 11
Forecast Accuracy - Industry Standards Anthony 6th Jan '15 257 2
How to project the service levels using Erlang A? Chetna 30th Aug '18 252 5
Self-directed work teams Charlotte 13th Jul '01 251 2
Introducing a chat channel, will it lead to a reduction in volume in other areas? James 9th Jan '19 245 3
Using Genesys WFM C-N 3rd Jun '08 242 4
Support staff Anon 30th Apr '02 240 4
Forecast variance sophie 30th Jul '09 233 3
Excel Sheets.... For Scheduling / Resource Planning and Forecasting Tim 19th Dec '04 231 2
Blended FTE's Vitor 17th Sep '08 231 4
Work Force Management Software Joanne 15th Aug '01 229 2
Attrition formula Mel 5th Mar '03 224 2
Forecast Chats - Factoring in Multiple Windows Dan 6th Feb '08 224 4
Rewards & Recognition for Project Management team Sara 19th Nov '01 223 2
Quality Evaluation Yalda 16th Apr '18 221 3
Call Queue Times and Costs to Customers - ICSTIS REGULATION Elaine 30th Aug '06 219 17
GOS calculations Vs overstaffing Scott 5th Jan '06 218 5
FTE Requirements for blended agents Wil 24th Aug '09 217 4
Calculating FTE for a Contact Centre Stuart 17th Oct '12 216 3
Call center KPI's Nikos 4th Dec '08 215 3
WFM Tool Cost Louise 4th Nov '09 215 3
Multiple rotas within 24/7 Contact Centre Lauren 4th Aug '10 215 2
Is using WFM tool effective for a call centre manned by 20-30 agents? Indrani 4th Dec '03 214 9
Multi Q Management Paul Yuknis 15th Nov '05 214 5
Forecasting HelpDesk Calls--Methodology Dan 14th Aug '07 212 2
workforce planning (WFP) for integrated call centre sophie 5th Mar '10 211 2
Back Office Forecast Pradeep 28th Jul '11 208 2
Need Tips Using Telemarketers To Sell Web Hosting Colin 11th Jun '03 207 5
Staff Planner Robert 24th Aug '01 203 7
Setting up a Small Size Call Center Mustafa 12th May '08 203 5
Homeworking - Pros & Cons Luke 18th Nov '09 203 7
Blue Pumpkin Automatic Holiday Assignment Scott 29th Apr '08 201 8
Can you give me any new /good ideas about building utilisation models..? Jayne 4th Mar '03 200 4
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