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 6151 2
Forecast Variance Calculation Rod 20th Jan '04 5289 6
Factors included in Shrinkage Shuchi 13th Apr '08 4506 13
Business Plan for Call Center Sankey 12th Dec '18 4360 2
Business Continuity Plan Yogendra 17th Jul '17 3567 2
WFM - Genesys or Aspect or Blue Pumpkin (for 600 agents) Oscar 17th Feb '06 2458 19
Standard Operating Procedures Abhilasha 16th Jun '03 2325 6
Private Sector - Call Centre Sickness Absence Rates Diane 8th May '18 2307 3
Staffing - FTE Required santosh 29th Nov '05 2161 40
Parameters for Calculating Average Speed of Answer Hasan 29th Feb '12 2143 6
Abandon % Calculation and the "self abandoned" call Ian 25th Jul '05 1874 26
Service Level Calculations Louise 8th Sep '09 1812 8
Calculate FTE for an Outbound Campaign Stuart 9th May '11 1633 6
Erlang formula and question Kevin 19th Nov '09 1588 6
Forecasting using Calls Offered Chris 23rd Mar '05 1531 11
Computing FTE for Chat account Martin 24th Aug '11 1364 2
Recommended Workforce Management Software Glenn 10th Jun '03 1249 17
Defining KPI's for outbound Telesales Team Leaders Richard 3rd Nov '03 1207 8
Calculate FTE needed per hour and create shifts Alexander 7th Jul '17 1195 2
Dress Up Theme Days any ideas? Jubril 5th Dec '03 1174 5
Not Ready Codes Paul 5th Jan '04 1173 13
Understanding & using Erlang Dylan 30th Jun '03 1150 3
Grade of Service Analysis - Help! B 8th Dec '03 1123 19
Occupancy Levels Mark 7th Aug '02 1092 12
How to get Service Level for Abandon based Program Sirajuddin 11th Feb '18 1026 2
Vip customer care Shima 14th Jul '19 1023 2
Ratio of supervisors or trainers per Customer service rep. Francine 7th Feb '02 969 4
Erlang C with Excel 2007 Graham 29th Jul '08 952 12
Process For Head Of Quality Lynette 20th Apr '19 923 2
Sharing team with 2 CS Managers and 2 different General Managers Alejandro 14th Nov '18 911 2
4 hour Service Level John 27th Mar '18 853 3
WFM question - Agents required Mahesh 5th Apr '08 816 8
FTE Computation (Week View) Michael 25th Jul '09 707 11
Call Centre Rota formats Chris 5th May '04 697 26
Do you have specialist agents or generalists Rhea 7th Oct '19 690 2
How to calculate staffing for chat process Sunil 8th Nov '11 686 2
How to project the service levels using Erlang A? Chetna 30th Aug '18 678 10
call center Setup asif 7th Oct '06 615 7
Updated Internal communications Mina 23rd Dec '17 612 2
Call Center set up implementation plan template in Microsoft Project format Jonathan 3rd Apr '19 600 2
Queue carry over between intervals and abandons David 11th Jan '18 579 3
What is the corelation between ASA, AHT and Service Level in WFM? Deepak 23rd Feb '19 573 2
How to calculate no of agents present in a day Shourya 9th Jan '18 562 2
Forecasting: What tools do you use? Wil 19th Oct '09 560 12
long term forecasts richard 28th Nov '09 554 3
Noise and stress in a Hospital Switchboard Steven 21st Apr '09 553 8
Reducing AHT of 142 seconds Ajith kumar 14th Sep '07 535 10
How to increase your RPC numbers? Andy 11th Jun '07 515 3
Agents do not have access to Agent Webstation in IEX Andrew 8th May '18 511 2
Question about AHT Jen 17th Jun '05 496 14
Wrap Time Target Tim 12th Apr '18 489 3
Lifeproblem Anon 16th Dec '17 473 0
Dress Codes David 28th Jul '03 468 29
WE PUT CALL CENTRES TO THE TEST.. Jason 9th Aug '06 464 22
Tracking Back Office Matt 9th Nov '17 432 2
Diploma in Call Centre Management Anne 10th Oct '01 422 4
Universal Agent / Superagent team Cassandra 27th Jun '18 422 3
What are the Costs of Setting up a call centre Sameer 22nd Feb '02 399 5
Sharing calls with other departments ghazale 10th Nov '18 393 2
How to do multiskilling in IEX OR simple excel Ritesh 13th Nov '05 389 3
dialler manager/strategy training Nathan 9th Jan '19 389 2
Does anyone have any good tips for staff motivation? Jim 18th Apr '01 385 94
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 30th Jan '02 385 3
Genesys-WFM emilio 29th Sep '04 379 4
Erlang Forecasting in Excel - mins in interval Philip 9th Oct '08 374 3
Forecast Accuracy - Industry Standards Anthony 6th Jan '15 339 2
Does Anyone Have an Agent Ranking Template? Bob 20th Jun '18 334 2
Calculating Shrinkage Matthew 8th Sep '11 333 4
Interactive Excel Dashboard Chris 28th May '19 331 3
Total Headcount vs. FTE Per Hour Pamela 9th Nov '09 328 3
Erlang for Excel Requriements versus Resource Model Requirements Vosy 1st Feb '05 320 18
Sickness Target Chris 17th Jun '04 319 29
Is it possible to calculate required average handle time using Erlang? Erica 1st Feb '18 314 3
Support staff Anon 30th Apr '02 296 4
Strategy for Large Volume Recruitment Claire 4th Jun '04 296 5
The power of 1 Michael 17th Jun '09 295 11
Excel Sheets.... For Scheduling / Resource Planning and Forecasting Tim 19th Dec '04 292 2
Will introducing a chat channel reduce volume elsewhere? James 9th Jan '19 290 3
Forecast variance sophie 30th Jul '09 288 3
Self-directed work teams Charlotte 13th Jul '01 285 2
Using Genesys WFM C-N 3rd Jun '08 273 4
GOS calculations Vs overstaffing Scott 5th Jan '06 269 5
Quality Evaluation Yalda 16th Apr '18 267 3
WFM Tool Cost Louise 4th Nov '09 265 3
Blended FTE's Vitor 17th Sep '08 264 4
Work Force Management Software Joanne 15th Aug '01 260 2
Customer Service Preferred Contact Method BenHeslop 14th Mar '19 260 2
Is using WFM tool effective for a call centre manned by 20-30 agents? Indrani 4th Dec '03 259 9
Forecast Chats - Factoring in Multiple Windows Dan 6th Feb '08 259 4
workforce planning (WFP) for integrated call centre sophie 5th Mar '10 259 2
Multiple rotas within 24/7 Contact Centre Lauren 4th Aug '10 257 2
FTE Requirements for blended agents Wil 24th Aug '09 256 4
Rewards & Recognition for Project Management team Sara 19th Nov '01 254 2
Need Tips Using Telemarketers To Sell Web Hosting Colin 11th Jun '03 254 5
Forecasting HelpDesk Calls Methodology Dan 14th Aug '07 254 2
Call center KPI's Nikos 4th Dec '08 253 3
Calculating FTE for a Contact Centre Stuart 17th Oct '12 252 3
FTE workload computation with hoop hours Lex 13th Jul '18 251 2
Call Queue Times and Costs to Customers - ICSTIS REGULATION Elaine 30th Aug '06 249 17
Back Office Forecast Pradeep 28th Jul '11 246 2
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