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A selection of questions and answers from the Call Centre Helper and Call Centre Voice communities.

report sheet

Need to Make A MIS Report for A Call Center Within 24 Hours

Dials Vs DMC’s

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ACD ‘Call In Queue’ Announcements

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Ratio of Supervisors Or Trainers Per Customer Service Rep.

merge chess pieces

Merging of 2 Different Call Centre Operations

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Script for Verification Calls

Back Office Document Process – FTE Calculation Help

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Call Centre Rota Formats

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Calls Or Customers Per Hour Calculation

capacity planning

Outbound Capacity Planning…

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Computing FTE for Chat Account

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Resource Calculation for Multiple Skills (Languages)

Gross Misconduct

HC Calculation for A Data Process

Call Centre Lighting

crystal ball

Forecasting Using Calls Offered

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Call Types – Root Cause Analysis

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IVR – Top 3 Call Drivers

Missing Doll in the Role of Team

Staffing – FTE Required

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Staffing Variance Equation – Daily

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Break Optimisation Strategies

Call Centre Headset Policies

AHT Glide Path

schedule calendar

Sample Schedule for 24×5 Help Desk