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A selection of questions and answers from the Call Centre Helper and Call Centre Voice communities.
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Call Types – Root Cause Analysis
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AHT Glide Path
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What Percentage of Abandoned Callers Call Back?
Unpaid to Attend Training
Action Plans
Maximum Number of Attempts
Holiday Allowance – How Many Off?
Simple Way to Measure Productivity In Admin Dept
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Call Centre Agent Titles and “Ranks”
Cost Per Contact
Industry Standard for DMC Rate
Call Centre vs Switchboard
Percentage Calls Answered
Calls At End of Shift
Short Calls
Workforce Management Best Practice
Call Evaluation Criteria
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