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A selection of questions and answers from the Call Centre Helper and Call Centre Voice communities.
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Maximum Number of Attempts
How Long is Dead Air Time?
Schedule Attainment
Calculating A Monthly Or Weekly FTE Requirement Considering Service Level
Alternate Department Name for WFM
How to Calculate Amount of Time Spent In AUX Codes
What is A Repeat Call?
Agents FTE In Call Centre Helper Excel Calc Jumps
Back Office Service Level
Shrinkage Formula
WFM Analysts to Staff Ratio
Team Leader – Am I Wrong?
Calculation to Forecast Abandoned Rates (or Call Handled / Capacity)
How Do You Define the Capacity Plan? What is Its Objective and Purpose
What Should We Call Our Front Line Call Centre Staff?
Forecasting In 15 Minute Intervals
Script for Verification Calls
FTE Calculation For Monthly Volume
Parameters for Calculating Average Speed of Answer
Internal Call Monitoring
4 Hour Service Level
Tracking AHT
Not Ready Codes
How to Calculate AHT Manually
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