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Call Centre Questions

Arrows aims at a dartboard target.

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

Composite of Wall Clock and Calculator

The AHT Glide Path (Learning Curve) Calculation

FTE Calculations

FTE Calculations

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Difference Between Occupancy and Utilization

touch typing

How to Improve Agents Typing While Talking and Listening

Caption showing FTE - Full Time Equivalent

How to Calculate Required FTE for Inbound Call Volumes

Image showing a woman calculating the number of agents required

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

Resource Utilization

Is There a Utilization Calculation?

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

Examples of Customer Care Mission Statements

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

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Is There a Standard Calculation for Forecast Variance?

Making Notes On Customers Account

Call Centre Reporting Metrics Such As AHT

numbers out paper

The Best Method for Calculating PCA%

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How to Calculate Concurrency AHT

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?

lady leaning on clock

What’s the Ideal Balance for Agent Break Times?

swirly numbers

Determining the Right Number of Calls Analysed

scattered numbers

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

circled date on calendar

How Can I Calculate Agent Availability %?

Calculating Shift Inflex

What is the Meaning of Shift Inflex?

Woman Sitting at Computer doing Live Chat

FTE Calculation for Chat

bad rating and negative reviews concept

Dissatisfaction (DSAT) Analysis

headset lady

Industry Standards for Calling Times