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

headset on keyboard

Dealing With Suicidal Callers

target on mountain

Objectives (OKR) for A Support Manager In A Call Center

New employee review

Industry Standard- Infant Attrition Rate and Training Quality

Recording time concept

Switchboard operator at old fashioned switchboard

Call Centre vs Switchboard

puzzle piece being lifted to reveal the words root cause

Call Types – Root Cause Analysis

staffing cogs

Workforce Management Best Practice

Industrial and steampunk style clocks and wheels

Strength and weakness list in the notepad.

Strengths and Weaknesses of Call Centre Agents

Manual AHT Calculation

How to Calculate AHT Manually

headset on computer

RPC (Right Party Contact)

looking at paper people through a magnifying glass

Assessment for Call Center Managers

linked wooden people

How to Calculate Occupancy On Back Office

monitoring computer

Non Voice Quality Monitoring

Missing Doll in the Team

Shrinkage Formula

Person thinking and making notes - question concept

Alternate Department Name for WFM

Dials Vs DMC’s

paint samples

Sample Inbound Call Center SOP

record button

Call Recording – When You Must?

service level graph

4 Hour Service Level

measure wood

Simple Way to Measure Productivity In Admin Dept

Flat design of sending mail icon

Hourly Capacity for Email Process

team discussing issues around a table

Agent Focus Group