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A selection of questions and answers from the Call Centre Helper and Call Centre Voice communities.
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Customer Care Mission Statements
Making Notes On Customers Account
Forecasting Abandoned Calls
Call Centre Reporting Metrics Such As AHT
Calls Or Customers Per Hour Calculation
Call Center Seating
Number of Calls Analysed
Backoffice FTE Calculation
Quality Assurance Staff to Agent Ratio
Calculating Required FTE for Email
The Best Method for Calculating PCA%
Service Level Vs Abandonment Rates
Adding Shrinkage to Workload FTE
How to Calculate Concurrency AHT
Ratio of Supervisors Or Trainers Per Customer Service Rep.
AHT Glide Path (Learning Curve) Calculation
Calls Answered Within SLA – Calculation
What is MIS With Reference to A Call Centre, How Does MIS Work
Forecast Average Speed of Answer
Free Auto Scheduling Tools
Service Level Threshold Calculations
What is Shift Inflex
Is There A Link Between Average Speed of Answer and Service Level?
Call Centre Agent Performance Targets
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