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Call Forecasting 9 - Establishing Workload and Handling Times

Establishing the Workload In previous steps we understood how to collect and collate usable call volume...View

Decision Maker Contact (DMC) or Right-Party Contact (RPC)

Decision Maker Contact (DMC) is a phrase used in outbound telemarketing. A decision maker is the...View


Outbound dialling systems are typically used where high volumes of quick turnover outbound calls are...View

Call Forecasting 2 - Monthly Profile

Monthly Calls Annual calls start to have more meaning when a monthly breakdown is applied. In...View

Contact Propensity

Contact propensity is referred to as the likelihood of a customer repeat contact. This propensity is...View

Occupancy & Service Level Relationship Graphs

This presentation shows you the clear relationship between occupancy and service level. You will see occupancy...View

Call Forecasting 1 - Historic Call Profile

Source Data An understanding of call volumes is key to forecasting staffing and budget requirements in...View

Average Speed of Answer (ASA) / Average Delay

Average Response Time (ART) - also called Average Speed of Answer (ASA) or Average Delay...View

Rostered Staff Factor (RSF)

Rostered Staff Factor (RSF) refers to the number of scheduled staff required to meet service...View

Books: Full Contact: Greg Levin

Contact Center Practices and Strategies that Make an ImpactView

Call Forecasting 5 - Intra-Day Profile

Intra-Day Time Segment Calls Having understood call volumes received throughout all periods from day to full...View

Call Forecasting 8 - Intra-Day Profile Tables

Creating Profile Tables Having established the daily call volume, this can be tabulated to represent the...View

Sweatshop Cause & Effect

The 'cause and effect' of the 'sweatshop' syndrome. CAUSES Inadequate resourcing Too many calls High occupancy levels Unrealistic targets Customers complaining Verbal...View

Durant v FSA (2003) UK Data Protection

Information Commissioner's Office (October 2004)View

How to Calculate Shrinkage Absences

Many call centres do not allow for adequate shrinkage allowances for the varied off-phone activities. ...View

Agent Summary Analysis for ACD Agent Group Report

This ACD report provides a summary of overall Agent Performance and is very useful for...View

How to Calculate Normalised Calls Per Hour

Contact centres that rely on agent calls per hour as a key metric come under...View

Call Forecasting 3 - Weekly Profile

Weekly Calls Having considered the annual and monthly view, the next volume period to consider is...View

Incoming Call Analysis for ACD Group Report - Intra-day Time

This ACD report is an intra-day time generated report. Often best viewed when slpit through...View

Abandon Call Threshold

An abandoned call threshold is a time which can be set in the ACD. The...View

Telephone Service Factor (TSF)

Also known as Service Level (SL) and Grade of Service (GOS)View

Invisible Queue

A queue in the everyday sense means to form a line and wait for attention. This...View

The Conduct of Employment Agencies and Employment Business Regulations 2003 (UK)

The long-awaited review of the Employment Agencies Regulations came into force on 6 April 2004...View

Call Arrival and Transfer by ACD Group Report

This ACD report charts the call arrival pattern by ACD Group and transfers. See other ACD...View

Books: Call Centre Management on Fast Forward: Brad Cleveland

Brad Cleveland: Succeeding in the new era of customer relationshipsView

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