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Call Centre Answers

Our Q&A section is where the contact centre community comes together to solve real challenges. Here you’ll find questions and answers from frontline advisors, team leaders, and industry experts, covering every corner of customer contact, from people management and technology to performance and culture. These discussions capture what’s really happening inside contact centres and the creative ways professionals are tackling it.

Recent Articles Most Viewed Articles

IVR – Top 3 Call Drivers

IVR – Top 3 Call Drivers

What Should We Call Our Front Line Call Centre Staff?

What Should We Call Our Front Line Call Centre Staff?

Grade of Service Formulas

Grade of Service Formulas

How to Calculate Amount of Time Spent In AUX Codes

How to Calculate Amount of Time Spent In AUX Codes

Call Types – Root Cause Analysis

Call Types – Root Cause Analysis

COPC Attrition Calculation

COPC Attrition Calculation

Call Centre Headcount Ratios

Call Centre Headcount Ratios

Calls Per Hour

How to Assess the Strengths and Weaknesses of Call Centre Agents

How to Assess the Strengths and Weaknesses of Call…

Percentage Calls Answered

Percentage Calls Answered

Call Centre Headset Policies

Call Centre Headset Policies

Best Practice Email Service Level Calculation

Best Practice Email Service Level Calculation

FTE Required Weekly With 90% SLA In 30 Secs and 80% SLA In 20 Sec

FTE Required Weekly With 90% SLA In 30 Secs and 80% SLA…

Seat Utilisation

Seat Utilisation

Agent Login Productivity

Agent Login Productivity

FTE Calculation For Monthly Volume

FTE Calculation For Monthly Volume

What Do You Call Your “Quality Assurance” Team?

What Do You Call Your “Quality Assurance”…

Staffing Variance Equation – Daily

Staffing Variance Equation – Daily

Non Critical Error Calculation

Non Critical Error Calculation

AHT Baselining Through Time & Motion Study

AHT Baselining Through Time & Motion Study

Do You Give Agents Paid Time to Log On?

Do You Give Agents Paid Time to Log On?

FTE and Per Call Billing Calculation

FTE and Per Call Billing Calculation

Resource and Planning Analyst Interview

Resource and Planning Analyst Interview

Calls At End of Shift

Calls At End of Shift

10 Top Ideas We Heard From Oxfordshire County Council

How to Manage Agent Workarounds and Shortcuts

Have IVRs Had Their Day?

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Customer Operations Case Study Pack

Webinar Replay: Are You Wasting Your CX Data’s Potential?

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