Translate

Forum

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

Couples In the Same Team

Person holding phone making shh gesture

How Long is Dead Air Time?

Employee Shift Schedule

Bidding for Shifts

service level graph

4 Hour Service Level

tool kit

Free Auto Scheduling Tools

team discussing issues around a table

Agent Focus Group

Calendar Showing a Month

Calculating A Monthly Or Weekly FTE Requirement Considering Service Level

many live chats

Chat Concurrency

desk with calc

Parameters for Calculating Average Speed of Answer

How Calculate Fte Benefits of AHT Reduction

circles and one red block

How Do We Deal With Outliers Affecting AHT?

Forecasting concept with Graph reflects data behavior over historic period.

Normalising Calls for Forecasting FTE Requirements

interview handshake

Resource and Planning Analyst Interview

my name is badge

What Do You Call Your “Quality Assurance” Team?

target on mountain

Objectives (OKR) for A Support Manager In A Call Center

Piggy bank and calculator on purple background

FTE and Per Call Billing Calculation

New employee review

Industry Standard- Infant Attrition Rate and Training Quality

timer glow

Average Uptime In the Contact Center

mobile phonecalls

Propensity to Call

human resources and management concept

Call Centre Headcount Ratios

weekly planner

FTE Required Weekly With 90% SLA In 30 Secs and 80% SLA In 20 Sec

Forecast, graph, concept

Forecasting Call Volumes and AHT

Non Critical errors

Non Critical Error Calculation

level steps

Back Office Service Level