UK and IrelandBreaks
Welcome to the Breaks subject, the available knowlege bank articles are displayed below.
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Adherence to Work Activity Mode (WAM)
Adherence to schedule is sometimes referred to as 'customer time' as it covers the Work Activity Modes of Talk time, After Call Wrap time a… View
Alarms & Thresholds
A feature of most management information systems (MIS) is the facility to enable performance alarms or thresholds. Because MI systems display a… View
Breaks - Display Screen Equipment Regulations (DSER)
Regulation 4 of the DSER (Display Screen Equipment Regulations) does not demand that breaks are necessarily rest breaks. They can be changes … View
Breaks - Rest Periods
As stipulated by the European Working Time Directive (EWTD), rest breaks are prescribed. Generally, full-time workers are prvided with 2 x 10/1… View
Call Centre Stress
The 'bad' call centre reports, one way or another, indicate the 'big brother' syndrome developing in call centres. High stres… View
Customer Service - or lack of It (case study)
I would like to share with you an experience I "suffered" recently which brings out many of the points we often hear about call centres.&… View
How to Set-up Work Activity Modes (WAMs) in 10 Steps
Work Activity Modes (WAMs) measurement and reporting is the key to maximising positive behaviour in advisors and increasing call-handling capacity.… View
Non-Occupancy
Accepting there are four key work activity modes, when we are busy with a customer call, we are occupied. If we are available or on a break, we… View
Not Ready Bucket
Whilst agents are in work it is good practice for them to be logged-into the telephone system, where the ACD can allocate a number of different wor… View
Occupancy (Utilisation)
Occupancy is also sometimes referred to as utilisation View
Occupancy (Utilisation) Levels
Do you set or measure occupancy levels? If not, why not? View
Occupancy - Stress
Work Overload View
PriTel Rule 75
Often poor performing contact centres appear to be over-occupied, hence have little available time. 'Ready' puts us in the right behavi… View
Ready & Not Ready (Work Activity Modes)
The key to a successful operation View
Ready & Not Ready Levels
'Ready' puts us in the right behavioural modes of work (being Available to take calls + Talking to callers) to improve efficiency and maxim… View
Rest Periods
Under the Working Time Regulations 1998; Rest Breaks A worker is entitled to an uninterrupted break of 20 minutes when daily working time i… View
Rostered Staff Factor (RSF)
Rostered Staff Factor (RSF) refers to the number of scheduled staff required to meet service level, non-demand work service levels and people activ… View
Schedules
Schedules, also called rotas and shifts, are produced to inform staff of their personal attendance requirements. Once service level base staffi… View
Work Activity Modes (WAMs)
Work Activity Modes in call centres are types of work functions, under which advisors carry out their activities. The four Key ones in call cen… View
Work Activity Modes (WAMs) - Monthly League Competition
An excellent way to improve performance and improve morale View
Work Activity Modes (WAMs) - Team Coaching & Analysis
The following is your team report for last week for George & Pat, advisors with 2 years experience. View
Work Activity Modes (WAMs) - Team Reporting
The success of any WAM measurement is the quality and ease of reporting. The WAM report should be able to report separately, against each WAM… View