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

Flat design of sending mail icon

Hourly Capacity for Email Process

hand holding a clock coming out of laptop screen

How to Calculate Log In Time

binoculars

Forecasting Abandoned Calls

diary on desk

FTE Calculation For Monthly Volume

Project Time Plan

Call Center Set Up Implementation Plan Template

headset on computer

RPC (Right Party Contact)

Home internet speed concept

Work At Home Internet Speed Requirements

throughput on graph

What is Throughput In WFM?

coloured cogs with people on

What is the Corelation Between ASA, AHT and Service Level In WFM?

Stack of phones

Wrap Time Between Calls

Stack of documents placed on a business desk

FTE Requirements for Back Office

Missing Doll in the Team

Shrinkage Formula

Lion cub biting tail - tooth to tail

Tooth to Tail Ratio Calculation

hand circle

Ring-Fencing Team

Hand holding phone with digital numbers

Forecast Average Speed of Answer

Email symbol

Calculating Required FTE for Email

Time and calendar concept

How Do You Calculate Chat Occupancy?

One staff member against several

Quality Assurance Staff to Agent Ratio

Hourglass on laptop computer

Schedule Attainment

guy sitting on books

Erlang Formula for Incoming and Outgoing Calls

cough on computer

Coughing When On Call With Customer By Call Centre Agent

paint samples

Sample Inbound Call Center SOP

Call Calibration

Call Calibration Calculation

Recording time concept