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

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Staffing Variance Equation – Daily

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Agents Capacity

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Agents FTE In Call Centre Helper Excel Calc Jumps

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Call Centre Manager Interview Presentation

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Calculating A Monthly Or Weekly FTE Requirement Considering Service Level

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

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Calculation to Forecast Abandoned Rates (or Call Handled / Capacity)

Training session

Unpaid to Attend Training

Call Flow Design Best Practice

Gross Misconduct

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How Do You Define the Capacity Plan? What is Its Objective and Purpose

Cooperation and collaboration of teams

WFM Analysts to Staff Ratio

What is A Repeat Call?

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Parameters for Calculating Average Speed of Answer

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What is Throughput In WFM?

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How and Where to Find the Prospective Clients

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Chat Operations Capacity Planning

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Sickness, Lateness and Going AWOL During Probation

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Need to Make A MIS Report for A Call Center Within 24 Hours

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Tooth to Tail Ratio Calculation

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Buzz Session Energizers

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Internal Call Monitoring

FCR - First Call resolution - Problem Solved

Formula to Calculate the Call Resolution

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IVR – Top 3 Call Drivers