Call Centre Answers
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Subject Author Views Posts
How to get first client? Michael 3091 -1
Agent to Team Leader ? Help ! Stalin 2404 7
Industry Standards For Calling Times Gary 2045 11
Agent Login productivity Rakesh 2037 9
FTE King 1723 22
Call Centre Reporting Metrics such as AHT Eric 1078 2
Calculating Resource Requirements Christopher 1050 9
FTE Requirement Pemba Lama 965 12
Bidding for Shifts Rachana 905 13
AHT Glide Path Jeff 885 7
Action Plans Pushkar 863 2
Service Level Vs Abandonment Rates Laura 748 2
Staffing to abandon rate v Staffing to service level David 485 7
Colors in a call center Marianne 484 12
Utilization calculation Marianne 381 13
How do you Calculate outbound Abandonment - Ofcom? Darren 379 6
Should agents/associates give their full name ??? Richard 378 7
Dropped/Silent Calls Paul 373 28
Easter Sunday - The Rules??? Simon 339 11
ISCC Call transfers-Genesys Hiranjith 336 7
IVR - TOP 3 Call Drivers Thomas 318 7
Calls Per Hour Andy 285 3
Idle and Wrap up Times Phil 284 7
Avaya Agents Jumping out of after call Sean 284 5
Call Center Seating Michael 272 12
Top 5 WFM Tools Ian 251 6
Forecast Benchmarks Stuart 250 12
Inbound abandon rate Thomas 250 19
Diallers. Dave 250 20
Need to make a MIS report for a call center within 24 hours Siddharth 220 3
Scheduled Breaks? Annon 202 5
HC Calculation for a Data Process mo 196 13
Aspect eWFM technical manual H 194 4
Call recording & notifying customers Elaine 187 17
Call Centre Headset Policies shalini 186 3
WFM Scheduling Issues (IEX TotalView) Sabu 180 5
Assessment Exercises for Recruitment Carolyn 179 4
Definition of Customer Facing Time (CFT) ? Bill 177 2
Grade of Service / Abandonment Rate B 173 8
Industry standard wrap time against call time Mark 169 6
Reducing noise in call centres Gabriella 166 8
Diff between VOIP & IPLC Mayur 161 7
Dials Vs DMC's Dave 157 3
Calculating staffing levels for outbound campaigns Christine 152 4
Merging of 2 different call centre operations Sara 149 3
voice and non-voice in BPO Abhinav 148 4
Line Idle After Dial gary 145 3
Outbound capacity planning... Jaimie 138 4
Data Protection Act Verification Gavin 133 2
Queuebuster Anyone?? Graham 132 22
Updated: 12 Jul  15:22:01 More topics...