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A selection of questions and answers from the Call Centre Helper and Call Centre Voice communities.
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FTE Requirements for Back Office
Shrinkage Formula
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Quality Assurance Staff to Agent Ratio
Schedule Attainment
Erlang Formula for Incoming and Outgoing Calls
Dissatisfaction (DSAT) Analysis
Coughing When On Call With Customer By Call Centre Agent
Sample Inbound Call Center SOP
Call Calibration Calculation
Tracking AHT
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Required Monthly Head Count Calculation
Not Ready Vs Logout
Calls From Customers Who Are Driving
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Seat Utilization Ratio
Benchmark for Customer Propensity to Contact
Adding Shrinkage to Workload FTE
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