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Call Centre Questions

Gross Misconduct

Call Centre Reporting Metrics Such As AHT

HC Calculation for A Data Process

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Forecasting Using Calls Offered

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Call Types – Root Cause Analysis

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IVR – Top 3 Call Drivers

Missing Doll in the Role of Team

Staffing – FTE Required

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Staffing Variance Equation – Daily

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Break Optimisation Strategies

Call Centre Headset Policies

AHT Glide Path

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Sample Schedule for 24×5 Help Desk

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What Percentage of Abandoned Callers Call Back?

Training session

Unpaid to Attend Training

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What’s the Ideal Balance for Agent Break Times?

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Maximum Number of Attempts

Holiday Allowance – How Many Off?

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Simple Way to Measure Productivity In Admin Dept

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Best Practice Email Service Level Calculation

Call centre agents team at office

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

Cost Per Contact

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Industry Standard for DMC Rate