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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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Assessment for Call Center Managers
How Do I Calculate Compliance
Non Voice Quality Monitoring
How to Calculate Concurrency AHT
DPA – When Does It Apply?
Is There A Link Between Average Speed of Answer and Service Level?
Opening Script for Long Wait Times
Service Level Predictions
Chat Operations Capacity Planning
The Best Method for Calculating PCA%
Handling Customers Bereavement and Empathy
High Call Drop Issues
Emails SL Calculation With TAT
Sign Off Process
Data Protection Question
Proactive Chat Staffing Calculation
Agents Capacity
Time Back for Advisors Stuck On Calls?
Calls Answered Within SLA – Calculation
Number of Calls Analysed
Measuring RPH
Use of Full Names
New Nesting Program
Service Level Vs Occupancy
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