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 6063 2
Forecast Variance Calculation Rod 20th Jan '04 4843 6
Factors included in Shrinkage Shuchi 13th Apr '08 4052 13
Business Plan for Call Center Sankey 12th Dec '18 2238 2
Standard Operating Procedures Abhilasha 16th Jun '03 2064 6
WFM - Genesys or Aspect or Blue Pumpkin (for 600 agents) Oscar 17th Feb '06 2057 19
Staffing - FTE Required santosh 29th Nov '05 1797 40
Parameters for Calculating Average Speed of Answer Hasan 29th Feb '12 1791 6
Service Level Calculations Louise 8th Sep '09 1639 8
Business Continuity Plan Yogendra 17th Jul '17 1574 2
Abandon % Calculation and the "self abandoned" call Ian 25th Jul '05 1564 26
Erlang formula and question Kevin 19th Nov '09 1487 6
Calculate FTE for an Outbound Campaign Stuart 9th May '11 1424 6
Private Sector - Call Centre Sickness Absence Rates Diane 8th May '18 1386 2
Forecasting using Calls Offered Chris 23rd Mar '05 1346 11
Computing FTE for Chat account Martin 24th Aug '11 1307 2
Defining KPI's for outbound Telesales Team Leaders Richard 3rd Nov '03 1121 8
Recommended Workforce Management Software Glenn 10th Jun '03 1086 17
How to get Service Level for Abandon based Program Sirajuddin 11th Feb '18 1016 2
Occupancy Levels Mark 7th Aug '02 970 12
Grade of Service Analysis - Help! B 8th Dec '03 966 19
Calculate FTE needed per hour and create shifts Alexander 7th Jul '17 948 2
Not Ready Codes Paul 5th Jan '04 941 13
Dress Up Theme Days any ideas? Jubril 5th Dec '03 910 5
Erlang C with Excel 2007 Graham 29th Jul '08 871 12
Ratio of supervisors or trainers per Customer service rep. Francine 7th Feb '02 868 4
Help sharing same team with 2 CS Managers reporting to 2 different General Managers Alejandro 14th Nov '18 861 2
Understanding & using Erlang Dylan 30th Jun '03 791 3
WFM question - Agents required Mahesh 5th Apr '08 778 8
4 hour Service Level John 27th Mar '18 771 3
FTE Computation (Week View) Michael 25th Jul '09 634 11
How to calculate staffing for chat process Sunil 8th Nov '11 630 2
Updated Internal communications Mina 23rd Dec '17 594 2
call center Setup asif 7th Oct '06 591 7
Call Centre Rota formats Chris 5th May '04 565 26
How to calculate no of agents present in a day Shourya 9th Jan '18 535 2
long term forecasts richard 28th Nov '09 524 3
Forecasting: What tools do you use? Wil 19th Oct '09 519 12
Reducing AHT of 142 seconds Ajith kumar 14th Sep '07 493 10
Noise and stress in a Hospital Switchboard Steven 21st Apr '09 480 8
Lifeproblem Anon 16th Dec '17 450 0
Queue carry over between intervals and abandons David 11th Jan '18 440 2
Wrap Time Target Tim 12th Apr '18 421 3
Agents do not have access to Agent Webstation in IEX Andrew 8th May '18 420 2
Question about AHT Jen 17th Jun '05 419 14
Tracking Back Office Matt 9th Nov '17 412 2
How to increase your RPC numbers? Andy 11th Jun '07 410 3
Dress Codes David 28th Jul '03 392 29
WE PUT CALL CENTRES TO THE TEST.. Jason 9th Aug '06 379 22
What are the Costs of Setting up a call centre Sameer 22nd Feb '02 372 5
Sharing calls with other departments ghazale 10th Nov '18 361 2
dialler manager/strategy training Nathan 9th Jan '19 355 2
Does anyone have any good tips for staff motivation? Jim 18th Apr '01 352 94
Diploma in Call Centre Management Anne 10th Oct '01 347 4
How to do multiskilling in IEX OR simple excel Ritesh 13th Nov '05 344 3
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 30th Jan '02 343 3
Genesys-WFM emilio 29th Sep '04 340 4
Universal Agent / Superagent team Cassandra 27th Jun '18 324 3
What is the corelation between ASA, AHT and Service Level in WFM? Deepak 23rd Feb '19 319 2
Erlang Forecasting in Excel - mins in interval Philip 9th Oct '08 309 3
Is it possible to calculate required average handle time using Erlang? Erica 1st Feb '18 308 3
Erlang for Excel Requriements versus Resource Model Requirements Vosy 1st Feb '05 307 18
Calculating Shrinkage Matthew 8th Sep '11 300 4
How to project the service levels using Erlang A? Chetna 30th Aug '18 296 5
Does Anyone Have an Agent Ranking Template? Bob 20th Jun '18 293 2
Total Headcount vs. FTE Per Hour Pamela 9th Nov '09 291 3
Strategy for Large Volume Recruitment Claire 4th Jun '04 285 5
Forecast Accuracy - Industry Standards Anthony 6th Jan '15 281 2
Sickness Target Chris 17th Jun '04 278 29
The power of 1 Michael 17th Jun '09 273 11
Self-directed work teams Charlotte 13th Jul '01 259 2
Support staff Anon 30th Apr '02 259 4
Using Genesys WFM C-N 3rd Jun '08 254 4
Introducing a chat channel, will it lead to a reduction in volume in other areas? James 9th Jan '19 254 3
Excel Sheets.... For Scheduling / Resource Planning and Forecasting Tim 19th Dec '04 250 2
Forecast variance sophie 30th Jul '09 245 3
Blended FTE's Vitor 17th Sep '08 241 4
Work Force Management Software Joanne 15th Aug '01 240 2
Quality Evaluation Yalda 16th Apr '18 238 3
Forecast Chats - Factoring in Multiple Windows Dan 6th Feb '08 236 4
Attrition formula Mel 5th Mar '03 235 2
Rewards & Recognition for Project Management team Sara 19th Nov '01 233 2
GOS calculations Vs overstaffing Scott 5th Jan '06 232 5
WFM Tool Cost Louise 4th Nov '09 232 3
Is using WFM tool effective for a call centre manned by 20-30 agents? Indrani 4th Dec '03 230 9
Call Queue Times and Costs to Customers - ICSTIS REGULATION Elaine 30th Aug '06 230 17
FTE Requirements for blended agents Wil 24th Aug '09 229 4
Forecasting HelpDesk Calls Methodology Dan 14th Aug '07 227 2
Multi Q Management Paul Yuknis 15th Nov '05 226 5
Calculating FTE for a Contact Centre Stuart 17th Oct '12 225 3
workforce planning (WFP) for integrated call centre sophie 5th Mar '10 224 2
Call center KPI's Nikos 4th Dec '08 223 3
Multiple rotas within 24/7 Contact Centre Lauren 4th Aug '10 223 2
Customer Service Preferred Contact Method BenHeslop 14th Mar '19 222 2
Homeworking - Pros & Cons Luke 18th Nov '09 218 7
Back Office Forecast Pradeep 28th Jul '11 217 2
Need Tips Using Telemarketers To Sell Web Hosting Colin 11th Jun '03 216 5
Staff Planner Robert 24th Aug '01 214 7
Setting up a Small Size Call Center Mustafa 12th May '08 213 5
Any new good ideas about building utilisation models? Jayne 4th Mar '03 211 4
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