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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

Calculating A Monthly Or Weekly FTE Requirement Considering Service Level

Calculating A Monthly Or Weekly FTE Requirement…

Chat Concurrency

Chat Concurrency

How to Calculate Average Call Per Hour Per Agent & Per the Whole Center

How to Calculate Average Call Per Hour Per Agent &…

Parameters for Calculating Average Speed of Answer

Parameters for Calculating Average Speed of Answer

How Calculate Fte Benefits of AHT Reduction

How Calculate Fte Benefits of AHT Reduction

How Do We Deal With Outliers Affecting AHT?

How Do We Deal With Outliers Affecting AHT?

Normalising Calls for Forecasting FTE Requirements

Normalising Calls for Forecasting FTE Requirements

Resource and Planning Analyst Interview

Resource and Planning Analyst Interview

What Do You Call Your “Quality Assurance” Team?

What Do You Call Your “Quality Assurance”…

Objectives (OKR) for A Support Manager In A Call Center

Objectives (OKR) for A Support Manager In A Call Center

FTE and Per Call Billing Calculation

FTE and Per Call Billing Calculation

Industry Standard- Infant Attrition Rate and Training Quality

Industry Standard- Infant Attrition Rate and Training…

Average Uptime In the Contact Center

Average Uptime In the Contact Center

Propensity to Call

Propensity to Call

Call Centre Headcount Ratios

Call Centre Headcount Ratios

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…

Forecasting Call Volumes and AHT

Forecasting Call Volumes and AHT

How Can I Calculate Agent Availability %?

How Can I Calculate Agent Availability %?

What is the Meaning of Shift Inflex?

What is the Meaning of Shift Inflex?

Non Critical Error Calculation

Non Critical Error Calculation

Back Office Service Level

Back Office Service Level

FTE Calculation for Chat

FTE Calculation for Chat

Hourly Capacity for Email Process

Hourly Capacity for Email Process

How to Calculate Log In Time

How to Calculate Log In Time

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?

Upcoming Events

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30th September 2026

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How To Manage Your AI Agent Like A Human

Customer Satisfaction Survey Best Practices: A Complete Guide

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

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