What Do You Call Your “Quality Assurance”…

Emails SL Calculation With TAT

Propensity to Call

Calls At End of Shift

FTE Required Weekly With 90% SLA In 30 Secs and 80% SLA…

Staffing Variance Equation – Daily

Call Centre Rota Formats

Call Centre vs Switchboard

Cost Per Channel (call, Mail, Chat, Messaging ,etc.)

Percentage Calls Answered

What Should We Call Our Front Line Call Centre Staff?

Chat Operations Capacity Planning

Not Ready Codes

How to Calculate Occupancy On Back Office

Call Centre Headset Policies

Required Monthly Head Count Calculation

Wrap Time Between Calls

Bidding for Shifts

Chat Concurrency

Need to Make A MIS Report for A Call Center Within 24…

Proactive Chat Staffing Calculation

How Calculate Fte Benefits of AHT Reduction

Unpaid to Attend Training

Key Metrics to Include In the SOW