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Call Centre Questions

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

office set up

Seat Utilization Ratio

headset lady

Industry Standards for Calling Times

Early Warning System

Points to Cover in an Early Warning System (EWS) Or RAG Analysis

Zero Tolerance Policy

What is a Zero Tolerance Policy – ZTP?

Scheduling Lunch Breaks

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

Hello, my name is

Do I Have to Give My Full Name to a Customer?

Quality Assurance Vs Team Supervisor

Quality Assurance Vs Team Supervisor

Capacity Planning Templates

cartoon phone ring

How Many Seconds is 6 Rings?

productivity graph

Where do I Begin to Improve Productivity in our Call Centre?

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

Telehone receivers of different colors hanging on the green background

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

What Is Working in a Call Centre Really Like?

building blocks

Does Your Contact Centre Need a “Colleague Experience Manager”?

Should Advisors Be Allowed to Eat at Their Desks?

Should Call Centre Agents Use Mobile Phones at Work?

Should we motivate contact centre agents with food?

Should agents be allowed to read between calls?

Have You Got a Plant on Your Call Centre Desk?

Introduction – What is a Call Centre?