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Call Centre Questions

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What Do You Tell Customers When They Ask for Your Location?

KPI Target concept

Interview Question: Do You Have Experience Working Towards Targets and KPIs

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How Do You Measure Repeat Call Rate?

Composite of Wall Clock and Calculator

The AHT Glide Path (Learning Curve) Calculation

FTE Calculations

FTE Calculations

different coloured figures

Difference Between Occupancy and Utilization

Person typing on a digital keyboard

How to Improve Agents Typing While Talking and Listening

Caption showing FTE - Full Time Equivalent

How to Calculate Required FTE for Inbound Call Volumes

Person sat at desk using calculator to work out staff

How to Calculate the Number of Agents Required in a Contact Centre

Resource Utilization

Is There a Utilization Calculation?

laptop showing forecast on screen

Is There a Standard Calculation for Forecast Variance?

word cloud - management information systems

What is MIS in Call Centre, and How Does it Work?

Strengths and weaknesses signs

How to Assess the Strengths and Weaknesses of Call Centre Agents

Post it note saying 'Mission', 'vision', 'Values' on it

Examples of Customer Care Mission Statements

Making Notes On Customers Account

Call Centre Reporting Metrics Such As AHT

lady leaning on clock

What’s the Ideal Balance for Agent Break Times?

Call centre agents team at office

How Do You Choose Call Centre Agent Titles and “Ranks”?

Best time to ring a call centre concept with person holding mobile, a landline phone and a clock

When is the Best Time to Ring A Call Centre?

Multiple applications at once concept

How to Calculate Concurrency AHT

numbers out paper

The Best Method for Calculating PCA%

swirly numbers

Determining the Right Number of Calls Analysed

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Sickness, Lateness and Going AWOL During Probation

scattered numbers

How to Calculate Average Call Per Hour Per Agent & Per the Whole Center