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Articles by Jonty Pearce
Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.
He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.
He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."
Connect with Jonty on
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Dials Vs DMC’s
ACD ‘Call In Queue’ Announcements
Customer Care Mission Statements
Ratio of Supervisors Or Trainers Per Customer Service Rep.
Merging of 2 Different Call Centre Operations
Script for Verification Calls
Making Notes On Customers Account
Back Office Document Process – FTE Calculation Help
Call Centre Rota Formats
Calls Or Customers Per Hour Calculation
Outbound Capacity Planning…
Computing FTE for Chat Account
Resource Calculation for Multiple Skills (Languages)
Gross Misconduct
Call Centre Reporting Metrics Such As AHT
HC Calculation for A Data Process
Call Centre Lighting
Forecasting Using Calls Offered
Call Types – Root Cause Analysis
IVR – Top 3 Call Drivers
Staffing – FTE Required
Staffing Variance Equation – Daily
Break Optimisation Strategies
Call Centre Headset Policies
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