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How to Calculate

Explore our range of resources on how to calculate key metrics, including AHT, FCR, and service levels in contact centre operations.

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What is Call Centre Shrinkage and How to Calculate It?

What is Call Centre Shrinkage and How to Calculate It?

How to Calculate Staffing in a Contact Centre

How to Calculate Staffing in a Contact Centre

What is Attrition Rate and How to Calculate It

What is Attrition Rate and How to Calculate It

How to Calculate Average Handling Time (AHT)

How to Calculate Average Handling Time (AHT)

How to Calculate Contact Centre Service Level

How to Calculate Contact Centre Service Level

How to Calculate Occupancy in the Contact Centre

How to Calculate Occupancy in the Contact Centre

How to Measure Call Abandon Rate

How to Measure Call Abandon Rate

What is a Customer Satisfaction Score (and How to Calculate CSAT)

What is a Customer Satisfaction Score (and How to…

The Formula to Calculate Forecast Accuracy

The Formula to Calculate Forecast Accuracy

How do I Calculate… Schedule Adherence?

How do I Calculate… Schedule Adherence?

How to Calculate First Contact Resolution (FCR) – With Formula

How to Calculate First Contact Resolution (FCR) –…

How to Calculate Productivity in the Contact Centre

How to Calculate Productivity in the Contact Centre

How to Calculate Absenteeism – with Formula

How to Calculate Absenteeism – with Formula

How to Calculate Call Centre Agent Utilisation – the Formula

How to Calculate Call Centre Agent Utilisation –…

How to Calculate an Employee Engagement Score

How to Calculate an Employee Engagement Score

How to Calculate Required FTE for Inbound Call Volumes

How to Calculate Required FTE for Inbound Call Volumes

How Do I Calculate… Cost per Call?

How Do I Calculate… Cost per Call?

How to Calculate Schedule Efficiency

How to Calculate Schedule Efficiency

What is the Formula for Concurrency In Chat Support?

What is the Formula for Concurrency In Chat Support?

How to Calculate Customer Effort

How to Calculate Customer Effort

How to Calculate Customer Churn Rate – the Formula

How to Calculate Customer Churn Rate – the Formula

How to Calculate… Net Promoter Score

How to Calculate… Net Promoter Score

10 Things You Need When Calculating How Many Contact Centre Advisors You Need

10 Things You Need When Calculating How Many Contact…

How to Calculate an Employee Net Promoter Score

How to Calculate an Employee Net Promoter Score

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