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 6544 3
Email disclaimers and GDPR Graham 1st Feb '18 6216 2
Forecast Variance Calculation Rod 20th Jan '04 5867 6
Factors included in Shrinkage Shuchi 13th Apr '08 4777 13
Business Continuity Plan Yogendra 17th Jul '17 4461 2
Private Sector - Call Centre Sickness Absence Rates Diane 8th May '18 2551 3
Parameters for Calculating Average Speed of Answer Hasan 29th Feb '12 2518 6
Standard Operating Procedures Abhilasha 16th Jun '03 2490 6
Staffing - FTE Required santosh 29th Nov '05 2461 39
Hold time standards/benchmark Sherry 21st Nov '19 2281 2
Abandon % Calculation and the "self abandoned" call Ian 25th Jul '05 2236 26
Service Level Calculations Louise 8th Sep '09 1956 8
Calculate FTE for an Outbound Campaign Stuart 9th May '11 1831 6
Forecasting using Calls Offered Chris 23rd Mar '05 1779 11
Do you have specialist agents or generalists Rhea 7th Oct '19 1729 2
Erlang formula and question Kevin 19th Nov '09 1703 6
Understanding & using Erlang Dylan 30th Jun '03 1522 5
Computing FTE for Chat account Martin 24th Aug '11 1430 2
Calculate FTE needed per hour and create shifts Alexander 7th Jul '17 1395 2
Recommended Workforce Management Software Glenn 10th Jun '03 1377 5
Not Ready Codes Paul 5th Jan '04 1369 13
Dress Up Theme Days any ideas? Jubril 5th Dec '03 1320 5
Defining KPI's for outbound Telesales Team Leaders Richard 3rd Nov '03 1302 8
Grade of Service Analysis - Help! B 8th Dec '03 1242 19
Occupancy Levels Mark 7th Aug '02 1180 12
Call Center set up implementation plan template in Microsoft Project format Jonathan 3rd Apr '19 1159 2
Ratio of supervisors or trainers per Customer service rep. Francine 7th Feb '02 1136 4
How to get Service Level for Abandon based Program Sirajuddin 11th Feb '18 1065 2
Vip customer care Shima 14th Jul '19 1050 2
Erlang C with Excel 2007 Graham 29th Jul '08 1043 12
Sharing team with 2 CS Managers and 2 different General Managers Alejandro 14th Nov '18 957 2
Process For Head Of Quality Lynette 20th Apr '19 952 2
4 hour Service Level John 27th Mar '18 932 3
Call Centre Rota formats Chris 5th May '04 888 20
How to project the service levels using Erlang A? Chetna 30th Aug '18 871 10
WFM question - Agents required Mahesh 5th Apr '08 861 8
What is the corelation between ASA, AHT and Service Level in WFM? Deepak 23rd Feb '19 816 2
FTE Computation (Week View) Michael 25th Jul '09 793 11
How to calculate staffing for chat process Sunil 8th Nov '11 751 2
call center Setup asif 7th Oct '06 656 7
Noise and stress in a Hospital Switchboard Steven 21st Apr '09 653 8
Updated Internal communications Mina 23rd Dec '17 639 2
Forecasting: What tools do you use? Wil 19th Oct '09 609 12
Queue carry over between intervals and abandons David 11th Jan '18 608 3
How to increase your RPC numbers? Andy 11th Jun '07 603 3
How to calculate no of agents present in a day Shourya 9th Jan '18 593 2
long term forecasts richard 28th Nov '09 582 3
Reducing AHT of 142 seconds Ajith kumar 14th Sep '07 579 10
Wrap Time Target Tim 12th Apr '18 552 3
Dress Codes David 28th Jul '03 539 29
Diploma in Call Centre Management Anne 10th Oct '01 522 3
Tracking Back Office Matt 9th Nov '17 469 2
Does anyone have any good tips for staff motivation? Jim 18th Apr '01 463 93
Universal Agent / Superagent team Cassandra 27th Jun '18 456 3
Erlang Forecasting in Excel - mins in interval Philip 9th Oct '08 453 3
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 30th Jan '02 442 3
What are the Costs of Setting up a call centre Sameer 22nd Feb '02 441 5
dialler manager/strategy training Nathan 9th Jan '19 436 2
Sharing calls with other departments ghazale 10th Nov '18 435 2
Forecast Accuracy - Industry Standards Anthony 6th Jan '15 413 2
Sickness Target Chris 17th Jun '04 387 28
Does Anyone Have an Agent Ranking Template? Bob 20th Jun '18 373 2
Erlang for Excel Requriements versus Resource Model Requirements Vosy 1st Feb '05 366 18
Calculating Shrinkage Matthew 8th Sep '11 362 4
Total Headcount vs. FTE Per Hour Pamela 9th Nov '09 360 3
Is it possible to calculate required average handle time using Erlang? Erica 1st Feb '18 352 3
Forecast variance sophie 30th Jul '09 347 3
Will introducing a chat channel reduce volume elsewhere? James 9th Jan '19 342 3
Strategy for Large Volume Recruitment Claire 4th Jun '04 339 5
Support staff Anon 30th Apr '02 337 4
Productivity of Chat agent Anupam 13th Dec '19 337 2
The power of 1 Michael 17th Jun '09 321 11
Self-directed work teams Charlotte 13th Jul '01 311 2
Quality Evaluation Yalda 16th Apr '18 302 3
workforce planning (WFP) for integrated call centre sophie 5th Mar '10 299 2
GOS calculations Vs overstaffing Scott 5th Jan '06 296 5
Customer Service Preferred Contact Method BenHeslop 14th Mar '19 296 2
Blended FTE's Vitor 17th Sep '08 295 4
FTE Requirements for blended agents Wil 24th Aug '09 294 4
Rewards & Recognition for Project Management team Sara 19th Nov '01 293 2
Is using WFM tool effective for a call centre manned by 20-30 agents? Indrani 4th Dec '03 292 9
Call center KPI's Nikos 4th Dec '08 291 3
Forecast Chats - Factoring in Multiple Windows Dan 6th Feb '08 290 4
Call Queue Times and Costs to Customers - ICSTIS REGULATION Elaine 30th Aug '06 287 17
Multiple rotas within 24/7 Contact Centre Lauren 4th Aug '10 286 2
Multi Q Management Paul Yuknis 15th Nov '05 284 5
Need Tips Using Telemarketers To Sell Web Hosting Colin 11th Jun '03 283 5
Calculating FTE for a Contact Centre Stuart 17th Oct '12 283 3
Fire Alarm/Bomb Threat Craig 2nd Dec '09 269 5
Homeworking - Pros & Cons Luke 18th Nov '09 266 7
How many agents I need? Deepinder 12th Jun '18 260 5
Staff Planner Robert 24th Aug '01 257 7
Invision WFM Tim 23rd Feb '08 247 2
Applying Shrinkages Tim 12th Jan '06 239 12
Agent Productivity & Monitoring Kevin 21st Mar '02 238 2
Any new good ideas about building utilisation models? Jayne 4th Mar '03 238 4
Setting up a Small Size Call Center Mustafa 12th May '08 238 5
NEW TELEMARKETING LAWS Parvez 19th Feb '03 237 4
Shrinkage Calculation Breakdown Ismail 11th Dec '19 237 2
Call centre working conditions Bob 18th Apr '01 234 9
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