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 5049 2
Forecast Variance Calculation Rod 20th Jan '04 3904 6
Factors included in Shrinkage Shuchi 13th Apr '08 3432 13
WFM - Genesys or Aspect or Blue Pumpkin (for 600 agents) Oscar 17th Feb '06 1518 19
Standard Operating Procedures Abhilasha 16th Jun '03 1363 6
Erlang formula and question Kevin 19th Nov '09 1269 5
Service Level Calculations Louise 8th Sep '09 1226 8
Computing FTE for Chat account Martin 24th Aug '11 1192 2
Calculate FTE for an Outbound Campaign Stuart 9th May '11 1097 6
Business Continuity Plan Yogendra 17th Jul '17 1080 2
Abandon % Calculation and the "self abandoned" call Ian 25th Jul '05 1062 26
Staffing - FTE Required santosh 29th Nov '05 1050 40
How to get Service Level for Abandon based Program Sirajuddin 11th Feb '18 991 2
Parameters for Calculating Average Speed of Answer Hasan 29th Feb '12 989 6
Forecasting using Calls Offered Chris 23rd Mar '05 959 11
Recommended Workforce Management Software Glenn 10th Jun '03 890 17
Defining KPI's for outbound Telesales Team Leaders Richard 3rd Nov '03 889 8
Occupancy Levels Mark 7th Aug '02 770 12
Erlang C with Excel 2007 Graham 29th Jul '08 741 12
Ratio of supervisors or trainers per Customer service rep. Francine 7th Feb '02 695 4
WFM question - Agents required Mahesh 5th Apr '08 688 8
Grade of Service Analysis - Help! B 8th Dec '03 682 19
4 hour Service Level John 27th Mar '18 657 3
Dress Up Theme Days any ideas? Jubril 5th Dec '03 624 5
Understanding & using Erlang Dylan 30th Jun '03 585 3
Updated Internal communications Mina 23rd Dec '17 548 2
How to calculate staffing for chat process Sunil 8th Nov '11 512 2
How to calculate no of agents present in a day Shourya 9th Jan '18 480 2
Not Ready Codes Paul 5th Jan '04 478 13
FTE Computation (Week View) Michael 25th Jul '09 460 11
Forecasting: What tools do you use? Wil 19th Oct '09 457 12
Calculate FTE needed per hour and create shifts Alexander 7th Jul '17 435 2
rota formats Chris 5th May '04 406 26
long term forecasts richard 28th Nov '09 381 3
Accounting for queue carry over between intervals and abandons? David 11th Jan '18 380 2
Lifeproblem Anon 16th Dec '17 379 0
call center Setup asif 7th Oct '06 368 7
Tracking Back Office Matt 9th Nov '17 349 2
Noise and stress in a Hospital Switchboard Steven 21st Apr '09 328 8
Setting up a call centre Sameer 22nd Feb '02 317 5
Question about AHT Jen 17th Jun '05 299 14
Is it possible to calculate required average handle time using Erlang? Erica 1st Feb '18 279 3
Dress Codes David 28th Jul '03 269 29
How to increase your RPC numbers? Andy 11th Jun '07 266 3
How to do multiskilling in IEX OR simple excel Ritesh 13th Nov '05 264 3
Genesys-WFM emilio 29th Sep '04 263 4
Erlang for Excel Requriements versus Resource Model Requirements Vosy 1st Feb '05 262 18
Reducing AHT Ajith kumar 14th Sep '07 260 10
Universal Agent / Superagent team Cassandra 27th Jun '18 250 3
Recruitment Claire 4th Jun '04 244 5
Does anyone have any good tips for staff motivation? Jim 18th Apr '01 242 94
Utilisation Nahla 25th Feb '18 237 2
Diploma in Call Centre Management Anne 10th Oct '01 236 4
Erlang Forecasting in Excel - mins in interval Philip 9th Oct '08 234 3
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 30th Jan '02 230 3
Wrap Time Target Tim 12th Apr '18 229 3
The power of 1 Michael 17th Jun '09 225 11
Total Headcount vs. FTE Per Hour Pamela 9th Nov '09 221 3
Private Sector - Call Centre Sickness Absence Rates Diane 8th May '18 220 2
Self-directed work teams Charlotte 13th Jul '01 214 2
Sickness Target Chris 17th Jun '04 214 29
Agents do not have access to Agent Webstation in IEX Andrew 8th May '18 213 2
WE PUT CALL CENTRES TO THE TEST.. Jason 9th Aug '06 206 22
Calculating Shrinkage Matthew 8th Sep '11 197 4
Work Force Management Software Joanne 15th Aug '01 193 2
Forecast Chats - Factoring in Multiple Windows Dan 6th Feb '08 190 4
Blended FTE's Vitor 17th Sep '08 189 4
Calculating FTE for a Contact Centre Stuart 17th Oct '12 188 3
Rewards & Recognition for Project Management team Sara 19th Nov '01 187 2
Forecast Accuracy - Industry Standards Anthony 6th Jan '15 186 2
Support staff Anon 30th Apr '02 184 4
Is using WFM tool effective for a call centre manned by 20-30 agents? Indrani 4th Dec '03 184 9
Using Genesys WFM C-N 3rd Jun '08 184 4
Attrition formula Mel 5th Mar '03 179 2
Call Queue Times and Costs to Customers - ICSTIS REGULATION Elaine 30th Aug '06 179 17
Forecasting HelpDesk Calls--Methodology Dan 14th Aug '07 179 2
Multiple rotas within 24/7 Contact Centre Lauren 4th Aug '10 179 2
Excel Sheets.... For Scheduling / Resource Planning and Forecasting Tim 19th Dec '04 178 2
Multi Q Management Paul Yuknis 15th Nov '05 177 5
GOS calculations Vs overstaffing Scott 5th Jan '06 176 5
Back Office Forecast Pradeep 28th Jul '11 176 2
Can you give me any new /good ideas about building utilisation models..? Jayne 4th Mar '03 174 4
Setting up a Small Size Call Center Mustafa 12th May '08 173 5
Call center KPI's Nikos 4th Dec '08 173 3
Forecast variance sophie 30th Jul '09 173 3
FTE Requirements for blended agents Wil 24th Aug '09 173 4
Setting up a small internal call centre Elaine 24th Feb '06 171 7
WFM Tool Cost Louise 4th Nov '09 170 3
Homeworking - Pros & Cons Luke 18th Nov '09 170 7
Applying Shrinkages Tim 12th Jan '06 169 12
Blue Pumpkin Automatic Holiday Assignment Scott 29th Apr '08 169 8
Need Tips Using Telemarketers To Sell Web Hosting Colin 11th Jun '03 168 5
Headset control Ann-Marie 4th Jan '08 166 3
Indian Language and outbound training rich 15th Dec '03 165 32
Quality Evaluation Yalda 16th Apr '18 165 3
Staff Planner Robert 24th Aug '01 163 7
Fire Alarm/Bomb Threat Craig 2nd Dec '09 162 5
workforce planning (WFP) for integrated call centre sophie 5th Mar '10 161 2
Call centre working conditions Bob 18th Apr '01 159 9
Request Training Inputs Venkateshwara Prasad 4th Oct '02 159 3
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