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A selection of questions and answers from the Call Centre Helper and Call Centre Voice communities.

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Call Center Seating

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What Should We Call Our Front Line Call Centre Staff?

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Regulations On Outbound Calling Times

Calculating Service Levels

Forecasting Service Levels In Absence of WFM

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Number of Times to Call a Client

name on building

I Need A Good Name for A New Contact Centre

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Key Metrics to Include In the SOW

FTE Calculation

FTE Calculation Question

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AHT Baselining Through Time & Motion Study

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How Do Other People Quality Monitor Their Calls?

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COPC Attrition Calculation

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How to Calculate Occupancy On Back Office

FCR - First Call resolution - Problem Solved

Formula to Calculate the Call Resolution

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What Do You Tell Customers When They Ask for Your Location?

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Industry Average- Acceptable Wait Time?

bidding

Bidding for Outsource Business

Call Centre Operator

How Do You Deal With Call Escalation?

Manual AHT Calculation

How to Calculate AHT Manually

record button

Call Recording – When You Must?

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Not Ready Codes

Saet Utilization

Seat Utilisation

Colours In A Call Center

Strength and weakness list in the notepad.

Strengths and Weaknesses of Call Centre Agents

target

Call Centre Agent Performance Targets