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

picking staffing

When Overstaffing is Ok and How to Calculate It?

How to Calculate Amount of Time Spent In AUX Codes

head counter

Required Monthly Head Count Calculation

log in screen

Not Ready Vs Logout

Calls From Customers Who Are Driving

What is A Repeat Call?

Benchmark for Customer Propensity to Contact

A pen, calculator, magnifying glass and white notepad

Adding Shrinkage to Workload FTE

emails on computer

Targets for Email AHT

month tabs

Call Center FTE Based On Calls Per Month

paper calendar

How to Calculate FTE Requirements On A Monthly Level

Currency symbols moving around the fingertips

Cost Per Channel (call, Mail, Chat, Messaging ,etc.)

Laptop with calculator on screen.

Agents FTE In Call Centre Helper Excel Calc Jumps

Cooperation and collaboration of teams

WFM Analysts to Staff Ratio

absent chess piece

What is the Difference Between Absenteeism and Shrinkage?

Agent Login Productivity

Mountain climbing route to peak improvement concept

Performance Improvement Plan – PIP

Service level gauge

Service Level Threshold Calculations

Call centre agent holding clock acpt

Any One Familiar with ACPT?

wearing mask

Mask Use In Contact Centres

Printed text profit and loss statement

Profit and Loss Statements In Call Centre

A white calculator on yellow background

Calculating FTE On ASA

Person thinking and making notes - question concept

Alternate Department Name for WFM

relationship with occupancy

Relationship of Shrinkage and Phone Occupancy