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Call Centre Questions

Telehone receivers of different colors hanging on the green background

What Is the Difference Between an Abandoned, a Missed and a Lost Call?

Can you Recommend any Games I can use to Motivate my Agents?

touch typing

How to Improve Agents Typing While Talking and Listening

office set up

Seat Utilization Ratio

key in puzzle lock

What Level of Security Questions Need to be Asked?

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?

circled date on calendar

How Can I Calculate Agent Availability %?

Eight wooden blocks with "LIFESPAN", a clock, and a sandglass.

What Is the Average Lifespan of a Call Centre Agent?

numbers out paper

The Best Method for Calculating PCA%

lady leaning on clock

What’s the Ideal Balance for Agent Break Times?

laptop showing forecast on screen

Is There a Standard Calculation for Forecast Variance?

late watch

Managing Lateness Within a Contact Centre

Scheduling Lunch Breaks

How Can I Schedule Breaks and Lunches In An Excel Report?

abstract numbers

What Is the Right Figure for Contact Centre Occupancy?

measuring tape

How Do You Measure the Productivity of QA Auditors?

Multiple applications at once concept

How to Calculate Concurrency AHT

bad rating and negative reviews concept

Dissatisfaction (DSAT) Analysis

Repeat Call concept with phones

How Do You Measure Repeat Call Rate?

Quality Assurance Vs Team Supervisor

Quality Assurance Vs Team Supervisor

call recording tapes

Can a Call Recording Made by a Customer be Used Against Me?

What are the Legislations on Call Recording?

business people having fun while racing on office chairs

Games Ideas for An Office Olympic Themed Incentive

convince yes no

I Need Some Tips to Improve Agents Convincing Skills?

How can I Give Refresher Training?