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Call Centre Questions

Person sat at desk using calculator to work out staff

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

requirement word on puzzle piece

How to Calculate FTE Requirements Based on Volume

24 / 7 concept

What is the Minimum Number of Staff Required for a 24/7 Call Centre?

FTE Calculations

FTE Calculations

different coloured figures

Difference Between Occupancy and Utilization

Zero Tolerance Policy

What is a Zero Tolerance Policy – ZTP?

KPI Target concept

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

Emails on computer

Staffing Calculator for Email Queues

What is the Formula for Concurrency In Chat Support?

cartoon phone ring

How Many Seconds is 6 Rings?

Multiple applications at once concept

How to Calculate Concurrency AHT

Caption showing FTE - Full Time Equivalent

How to Calculate Required FTE for Inbound Call Volumes

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

Examples of Customer Care Mission Statements

word cloud - management information systems

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

FTE Full Time Equivalent written on memory notes

What Exactly is FTE?

Capacity Planning Templates

Composite of Wall Clock and Calculator

The AHT Glide Path (Learning Curve) Calculation

Woman using computer laptop on wood desk

Erlang C for Chat?

Hello, my name is

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

Early Warning System

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

key in puzzle lock

What Level of Security Questions Need to Be Asked?

Resource Utilization

Is There a Utilization Calculation?

office set up

Seat Utilization Ratio

Scheduling Lunch Breaks

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