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A selection of questions and answers from the Call Centre Helper and Call Centre Voice communities.
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Outbound Capacity Planning…
IVR – Top 3 Call Drivers
Call Centre Headset Policies
Relationship of Shrinkage and Phone Occupancy
Reporting Period On Erlang C Calculations
High Call Drop Issues
Non Voice Quality Monitoring
Strengths and Weaknesses of Call Centre Agents
Formula to Calculate the Call Resolution
How Calculate Punctuality and Attendance Report
Call Centre Headcount Ratios
Call Centre Lighting
When Overstaffing is Ok and How to Calculate It?
Calculating Required FTE for Email
Handling Customers Bereavement and Empathy
Holiday Allowance – How Many Off?
Calculating FTE On ASA
Bidding for Outsource Business
Service Level Vs Occupancy
Dials Vs DMC’s
Time Back for Advisors Stuck On Calls?
Staffing Variance Equation – Daily
Normalising Calls for Forecasting FTE Requirements
Not Ready Vs Logout
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