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

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Resource Calculation for Multiple Skills (Languages)

picking staffing

When Overstaffing is Ok and How to Calculate It?

chat messages

Proactive Chat Staffing Calculation

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Sign Off Process

Thinking Concept Am I Wrong

Team Leader – Am I Wrong?

Stack of phones

Wrap Time Between Calls

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What Do You Call Your “Quality Assurance” Team?

Empathy in wooden blocks

Handling Customers Bereavement and Empathy

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Not Ready Codes

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FTE Requirements for Back Office

bidding

Bidding for Outsource Business

Piggy bank and calculator on purple background

FTE and Per Call Billing Calculation

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New Nesting Program

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Merging of 2 Different Call Centre Operations

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Reporting Period On Erlang C Calculations

Forecasting concept with Graph reflects data behavior over historic period.

Normalising Calls for Forecasting FTE Requirements

measure the word success

Key Metrics to Include In the SOW

Orange-colored question symbol and white-colored percentage sign

What Percentage of Abandoned Callers Call Back?

Hello My Name is tag

Use of Full Names

human resources and management concept

Call Centre Headcount Ratios

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Average Uptime In the Contact Center

Clock with clocks in centre

Time Back for Advisors Stuck On Calls?

calculating items

Emails SL Calculation With TAT

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ACD ‘Call In Queue’ Announcements