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

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What Percentage of Abandoned Callers Call Back?

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Unpaid to Attend Training

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Maximum Number of Attempts

Holiday Allowance – How Many Off?

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Simple Way to Measure Productivity In Admin Dept

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Best Practice Email Service Level Calculation

Call center operators

Call Centre Agent Titles and “Ranks”

Cost Per Contact

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Industry Standard for DMC Rate

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Call Centre vs Switchboard

Percentages Hanging

Percentage Calls Answered

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Calls At End of Shift

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staffing cogs

Workforce Management Best Practice

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Call Evaluation Criteria

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Grade of Service Formulas

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Calculation to Forecast Abandoned Rates (or Call Handled / Capacity)

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How and Where to Find the Prospective Clients

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How Do You Measure Live Chat Concurrency?

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Assessment for Call Center Managers

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How Do I Calculate Compliance

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Non Voice Quality Monitoring

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DPA – When Does It Apply?