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

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Grade of Service Formulas

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Service Level Vs Abandonment Rates

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Coughing When On Call With Customer By Call Centre Agent

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Service Level Vs Occupancy

Home internet speed concept

Work At Home Internet Speed Requirements

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Opening Script for Long Wait Times

How Calculate Fte Benefits of AHT Reduction

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Industry Average- Acceptable Wait Time?

Call center operators

Call Centre Agent Titles and “Ranks”

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DPA – When Does It Apply?

Project Time Plan

Call Center Set Up Implementation Plan Template

Benchmark for Customer Propensity to Contact

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Number of Times to Call a Client

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Break Optimisation Strategies

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Ratio of Supervisors Or Trainers Per Customer Service Rep.

Holiday Allowance – How Many Off?

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Sample Schedule for 24×5 Help Desk

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Call Center Seating

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AHT Baselining Through Time & Motion Study

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What Do You Tell Customers When They Ask for Your Location?

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What is the Difference Between Absenteeism and Shrinkage?

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COPC Attrition Calculation

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Industry Standard for DMC Rate

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How to Calculate FTE Requirements On A Monthly Level