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A selection of questions and answers from the Call Centre Helper and Call Centre Voice communities.
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Workforce Management Best Practice
Assessment for Call Center Managers
Industry Standard- Infant Attrition Rate and Training Quality
Wrap Time Between Calls
FTE Required Weekly With 90% SLA In 30 Secs and 80% SLA In 20 Sec
Calls At End of Shift
Call Centre vs Switchboard
Calls From Customers Who Are Driving
Sample Inbound Call Center SOP
Call Evaluation Criteria
Ring-Fencing Team
Computing FTE for Chat Account
Chat Operations Capacity Planning
Use of Full Names
Number of Times to Call a Client
Buzz Session Energizers
Concurrent AHT
How to Calculate FTE Requirements On A Monthly Level
Sign Off Process
Resource Calculation for Multiple Skills (Languages)
How and Where to Find the Prospective Clients
Call Types – Root Cause Analysis
Sickness, Lateness and Going AWOL During Probation
Resource and Planning Analyst Interview
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