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Call Centre Answers

Discover our range of materials on expert answers to common call centre questions on the challenge people face, from staffing and technology, to customer engagement.

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Team Leader – Am I Wrong?

Team Leader – Am I Wrong?

Schedule Attainment

Schedule Attainment

Gross Misconduct

Gross Misconduct

What Are the Most Common Challenges in Contact Centre Management?

What Are the Most Common Challenges in Contact Centre…

Shrinkage Formula

Shrinkage Formula

What to Do if a Caller Asks You to Call Them Back on a Different Number

What to Do if a Caller Asks You to Call Them Back on a…

What Percentage of Abandoned Callers Call Back?

What Percentage of Abandoned Callers Call Back?

Cost Per Contact

Cost Per Contact

Average Uptime In the Contact Center

Average Uptime In the Contact Center

Is Your Service Level Different for VIP Clients?

Is Your Service Level Different for VIP Clients?

Objectives (OKR) for A Support Manager In A Call Center

Objectives (OKR) for A Support Manager In A Call Center

Call Evaluation Criteria

Call Evaluation Criteria

Back Office Document Process – FTE Calculation Help

Back Office Document Process – FTE Calculation Help

Best Practices for an Impactful Internal Communications Strategy

Best Practices for an Impactful Internal Communications…

Simple Way to Measure Productivity In Admin Dept

Simple Way to Measure Productivity In Admin Dept

What is Throughput In WFM?

What is Throughput In WFM?

Concurrent AHT

Concurrent AHT

FTE Requirements for Back Office

FTE Requirements for Back Office

Time Back for Advisors Stuck On Calls?

Time Back for Advisors Stuck On Calls?

Normalising Calls for Forecasting FTE Requirements

Normalising Calls for Forecasting FTE Requirements

Formula to Calculate the Call Resolution

Formula to Calculate the Call Resolution

Initiatives to Increase Productivity

Initiatives to Increase Productivity

Ring-Fencing Team

Ring-Fencing Team

4 Hour Service Level

4 Hour Service Level

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

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Talkdesk Secures Top Spots in G2 Fall 2025 Reports

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Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

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