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 7158 3
Email disclaimers and GDPR Graham 1st Feb '18 6232 2
Forecast Variance Calculation Rod 20th Jan '04 6076 6
Factors included in Shrinkage Shuchi 13th Apr '08 4897 13
Business Continuity Plan Yogendra 17th Jul '17 4474 2
Calculate FTE needed per hour and create shifts Alexander 7th Jul '17 2908 4
Parameters for Calculating Average Speed of Answer Hasan 29th Feb '12 2671 6
Private Sector - Call Centre Sickness Absence Rates Diane 8th May '18 2592 3
Staffing - FTE Required santosh 29th Nov '05 2558 39
Standard Operating Procedures Abhilasha 16th Jun '03 2557 6
Abandon % Calculation and the "self abandoned" call Ian 25th Jul '05 2414 26
Hold time standards/benchmark Sherry 21st Nov '19 2296 2
Service Level Calculations Louise 8th Sep '09 2004 8
Calculate FTE for an Outbound Campaign Stuart 9th May '11 1933 6
Forecasting using Calls Offered Chris 23rd Mar '05 1858 11
Do you have specialist agents or generalists Rhea 7th Oct '19 1780 2
Erlang formula and question Kevin 19th Nov '09 1751 6
Understanding & using Erlang Dylan 30th Jun '03 1715 5
Not Ready Codes Paul 5th Jan '04 1594 13
Call Center set up implementation plan template in Microsoft Project format Jonathan 3rd Apr '19 1543 2
Computing FTE for Chat account Martin 24th Aug '11 1458 2
Recommended Workforce Management Software Glenn 10th Jun '03 1404 5
Dress Up Theme Days any ideas? Jubril 5th Dec '03 1366 5
Defining KPI's for outbound Telesales Team Leaders Richard 3rd Nov '03 1333 8
Grade of Service Analysis - Help! B 8th Dec '03 1300 19
Ratio of supervisors or trainers per Customer service rep. Francine 7th Feb '02 1232 4
Occupancy Levels Mark 7th Aug '02 1206 12
Erlang C with Excel 2007 Graham 29th Jul '08 1112 12
How to get Service Level for Abandon based Program Sirajuddin 11th Feb '18 1077 2
Vip customer care Shima 14th Jul '19 1068 2
4 hour Service Level John 27th Mar '18 978 3
Sharing team with 2 CS Managers and 2 different General Managers Alejandro 14th Nov '18 968 2
Process For Head Of Quality Lynette 20th Apr '19 963 2
Call Centre Rota formats Chris 5th May '04 957 20
How to project the service levels using Erlang A? Chetna 30th Aug '18 938 10
What is the corelation between ASA, AHT and Service Level in WFM? Deepak 23rd Feb '19 924 2
WFM question - Agents required Mahesh 5th Apr '08 881 8
FTE Computation (Week View) Michael 25th Jul '09 829 11
How to calculate staffing for chat process Sunil 8th Nov '11 773 2
Noise and stress in a Hospital Switchboard Steven 21st Apr '09 682 8
Metrics to Measure WFM Analyst Performance Eric 23rd Jun '20 674 2
call center Setup asif 7th Oct '06 672 7
Updated Internal communications Mina 23rd Dec '17 650 2
How to increase your RPC numbers? Andy 11th Jun '07 632 3
Forecasting: What tools do you use? Wil 19th Oct '09 629 12
Queue carry over between intervals and abandons David 11th Jan '18 618 3
How to calculate no of agents present in a day Shourya 9th Jan '18 605 2
long term forecasts richard 28th Nov '09 601 3
Reducing AHT of 142 seconds Ajith kumar 14th Sep '07 598 10
Diploma in Call Centre Management Anne 10th Oct '01 596 3
Sickness Target Chris 17th Jun '04 589 28
Wrap Time Target Tim 12th Apr '18 573 3
Dress Codes David 28th Jul '03 562 29
Does anyone have any good tips for staff motivation? Jim 18th Apr '01 502 93
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 30th Jan '02 485 3
Erlang Forecasting in Excel - mins in interval Philip 9th Oct '08 482 3
Tracking Back Office Matt 9th Nov '17 481 2
Universal Agent / Superagent team Cassandra 27th Jun '18 467 3
What are the Costs of Setting up a call centre Sameer 22nd Feb '02 455 5
dialler manager/strategy training Nathan 9th Jan '19 452 2
Sharing calls with other departments ghazale 10th Nov '18 447 2
Forecast Accuracy - Industry Standards Anthony 6th Jan '15 442 2
Does Anyone Have an Agent Ranking Template? Bob 20th Jun '18 385 2
Erlang for Excel Requriements versus Resource Model Requirements Vosy 1st Feb '05 383 18
Calculating Shrinkage Matthew 8th Sep '11 381 4
Total Headcount vs. FTE Per Hour Pamela 9th Nov '09 374 3
Forecast variance sophie 30th Jul '09 373 3
Is it possible to calculate required average handle time using Erlang? Erica 1st Feb '18 366 3
Will introducing a chat channel reduce volume elsewhere? James 9th Jan '19 363 3
Support staff Anon 30th Apr '02 358 4
Call Rates Whitney 21st May '20 354 2
Strategy for Large Volume Recruitment Claire 4th Jun '04 351 5
Productivity of Chat agent Anupam 13th Dec '19 351 2
The power of 1 Michael 17th Jun '09 333 11
Self-directed work teams Charlotte 13th Jul '01 327 2
Blended FTE's Vitor 17th Sep '08 315 4
workforce planning (WFP) for integrated call centre sophie 5th Mar '10 314 2
Quality Evaluation Yalda 16th Apr '18 314 3
GOS calculations Vs overstaffing Scott 5th Jan '06 309 5
FTE Requirements for blended agents Wil 24th Aug '09 309 4
Customer Service Preferred Contact Method BenHeslop 14th Mar '19 309 2
Call center KPI's Nikos 4th Dec '08 308 3
Rewards & Recognition for Project Management team Sara 19th Nov '01 306 2
Call Queue Times and Costs to Customers - ICSTIS REGULATION Elaine 30th Aug '06 302 17
Forecast Chats - Factoring in Multiple Windows Dan 6th Feb '08 302 4
Need Tips Using Telemarketers To Sell Web Hosting Colin 11th Jun '03 301 5
Is using WFM tool effective for a call centre manned by 20-30 agents? Indrani 4th Dec '03 300 9
Multiple rotas within 24/7 Contact Centre Lauren 4th Aug '10 298 2
Multi Q Management Paul Yuknis 15th Nov '05 297 5
Calculating FTE for a Contact Centre Stuart 17th Oct '12 296 3
How many agents I need? Deepinder 12th Jun '18 296 5
Fire Alarm/Bomb Threat Craig 2nd Dec '09 283 5
Homeworking - Pros & Cons Luke 18th Nov '09 282 7
Staff Planner Robert 24th Aug '01 275 7
Invision WFM Tim 23rd Feb '08 257 2
Shrinkage Calculation Breakdown Ismail 11th Dec '19 256 2
Applying Shrinkages Tim 12th Jan '06 250 12
Setting up a Small Size Call Center Mustafa 12th May '08 250 5
Any new good ideas about building utilisation models? Jayne 4th Mar '03 249 4
Agent Productivity & Monitoring Kevin 21st Mar '02 248 2
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