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A 'Box' Full of Quality
Too many call centres simply don't do quality, never mind have a quality process to support their call handling. Why does this happen?&nb… View
A K Erlang
Agner Krarup Erlang (1878-1929) View
A Suite of Metrics
Some call centres believe they can select metrics off different 'shelves' - company y decides on the following selection: Service L… View
A Very Long Engagement
Chapter 4 Excerpt from 'Full Contact' - by Greg Levin View
Abandon Call Threshold
An abandoned call threshold is a time which can be set in the ACD. The effect of this is that the abandoned calls which occur within the 'thres… View
Abandoned Calls
Also known as Lost calls View
Abandoned Calls - Are They Really Lost?
It is common practice in call centres to assume abandon callers do not call-back. Why is this the case? Well, we use Calls Received (Ca… View
ACD Custom Reports
With any ACD or MIS reporting suite, you will find a plethora of reports available. Generally these are raw reports from the system, which then nee… View
Achievement Energy
Competency Definition View
Activity Codes
Activity codes are management tools to identify call types. The attempt here is to try to CRM your ACD. It relies upon agents to input co… View
Adherence to Schedule
Also known as Schedule Adherence Call center schedule adherence is a common metric used in the call center to determine whether or not call cen… View
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
Advisor Induction
Some areas to cover in organising your advisor induction programmes View
After Call Work (ACW) / Wrap Up
After call work, as its name suggests, takes place after the voice interaction with a caller and is the time spent processing any associated w… View
After Call Work / Wrap - (ACW)
After call work, as its name suggests, takes place after the voice interaction with a caller and is the time spent processing any associated work f… View
Agent Analysis for ACD Agent Group Report
This ACD report provides analysis of the agent's overall performance by ACD session. Agent Summary See other ACD Reports… View
Agent Analysis for ACD Agent Group Report - Comparison
This ACD report provides analysis of Agent 1 and Agent 2's overall performance. See other ACD Reports; ACD Group Re… View
Agent Group
Is the name for a group of agents or agents grouped by skill. These could be grouped by service, product or client. Calls can then be rou… View
Agent Performance for ACD Individual Agent Report
This ACD report provides an overview of individual Agent performance. See other ACD Reports; ACD Group Reports ACD Agent Gro… View
Agent Short Call Report for ACD Group
This ACD report itemises chronologically, short calls occurring within the set threshold for all Agents. See Interpretation for Agent Shor… View
Agent Summary Analysis for ACD Agent Group Report
This ACD report provides a summary of overall Agent Performance and is very useful for comparing individual Agent performance against the average. … View
Agent Summary for ACD Individual Agent Report
This ACD report provides an overview of individual Agent performance. See other ACD Reports; ACD Group Reports ACD Agent Gro… View
Air Quality
Regulation 6 of the Workplace (Health, Safety and Welfare) Regulations 1992 (WPR) requires that all workplaces, including offices should be ventila… 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
All Lines Busy - Engaged/Busy Tone
Also known as 'busy' or 'engaged' tone View
All Trunks Busy (ATB)
Also known as All Lines Busy. This occurs when all trunks or lines are occupied or busy with a call in progress. The call treatment for the cal… View
Alphanumeric Numbers
There is a trend for alphanumeric telephone numbering, which essentially means that rather than using a sequence of numbers some of the numbers are… View
Analytical Thinking
Competency Definition View
Anecdotes of Horror
Does this really happen in todays 21st century call centres? View
Answered Calls
Also known as handled calls View
Assessment Centres - The Way Forward?
Make up your own mind View
Asynchronous Transfer Mode (ATM)
Asynchronous transfer mode (ATM) is an electronic digital data transmission technology. ATM is implemented as a network protocol and was first deve… View
Attrition - Agents
Also referred to as staff turnover View
Attrition - Customer
Also known as customer churn or defection View
Auto Attendant
Automated attendants combines voice processing with call routing. The inbound call is answered by the auto attendant which offers a range of … View
Automatic Call Distributor (ACD)
Automatic Call Distributors (ACDs) have been around for a long time now, however, they still remain the basic building block in all call centres to… View
Automatic Number Identification (ANI)
CLI allows the callers number to be forwarded at the same time as the call to the recipient. Also known as Automatic Number Identification (ANI… View
AUX Codes
AUX codes can be used to record auxiliary work undertaken by agents. The primary work states for agents are associated with call handling (talk, ho… View
Average Delay of Delayed Calls
This is the average delay or wait time of all calls that have been delayed or have queued. … View
Average Handle Time (AHT)
Average Handle Time is the average processing time to deal with a call and is the total of Average Talk time and Average Wrap time. Average Tal… View
Average Response Time (ART)
Average Response Time (ART) - also called Average Speed of Answer (ASA) or Average Delay (AD) - is one of the key metrics used in call centres.&nbs… View
Average Speed of Answer (ASA) / Average Delay
Average Response Time (ART) - also called Average Speed of Answer (ASA) or Average Delay (AD) - is one of the key metrics used in call centres.&nbs… View
Average Time to Abandon
This represents the average time callers will wait before abandoning the call. Of all calls abandoned the total wait time divided by the number… View
Back or Controlled Busy
This occurs where lines are intentionally 'busied', reducing the number of incoming lines for callers. The call treatment is the busy… View
Balanced Scorecard of KPIs & Objectives (All Levels)
Balanced Scorecard providing on one sheet KPIs & Objectives for all levels View
Base Staff
Base staff refers to the absolute minimum number of full time equivalent staff required to meet service level. So if using an erlang calculator… View
Basic Rate Interface (BRI) - ISDN
The entry level interface to ISDN is the basic rate interface (BRI), a 144 kbit/s service delivered over a pair of standard telephone copper wires.… View
Best Practice Health & Safety
Some Good Practice from The HSE Good Practice (Display Screen Equipment) Each time a user logs on, display a short checklist on screen … View
Blending
A term used to define the use of agent groups involved in both inbound and outbound calling. Outbound calling is generally done during cal… View
Blocked Calls
Blocked calls can be the result of back busy or ACD configuration. With regard to the latter, ACDs can be configured to block calls when a cert… View
Books: Call Centre Management on Fast Forward: Brad Cleveland
Brad Cleveland: Succeeding in the new era of customer relationships View
Books: Full Contact: Greg Levin
Contact Center Practices and Strategies that Make an Impact View
Bradford Points System
Sickness Management View
Brand Response Television (BRTV)
Brand Response Television (BRTV) is geared at promoting a corporation's brand and image. Unlike DRTV, companies are not looking to sell dir… 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
Broadband ISDN (B-ISDN)
In the 1980s the telecommunications industry expected that digital services would follow much the same pattern as voice services did on the public … View
BT Legal Case
Damages awarded against BT for acoustic shock View
Buddy-Up
An agent buddys-up when they sit with a colleague and are plugged in listening to calls. This can take place with new recruits or for general t… View
Build, Operate & Transfer (BOT)
Build, Operate and Transfer (BOT) relates to outsourcing. Under this model, a company helps set up the operations that the Joint Venture partne… View
Bullying - Stress
Relationships. The term describes the way people interact at work for business purposes and includes bullying and harassment. The press… View
Bureau
A call centre bureau is an outsourced facility which partners with a company to provide call and fulfilment services. Services include; … View
Bush Signs 'Do Not Call' into Law
President Bush said it was necessary to cut down on 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 Reports; ACD Group Reports ACD Age… View
Call Calibration
Call calibration is designed to bring consistency with overall call monitoring across a contact centre. It is the process whereby a group of ca… View
Call Centre & Contact Centres
Call Centre - a work environment in which the main business is conducted via the telephone whilst simultaneously using display screen equipment (DS… View
Call Centre Advisor
Call handler (also known as customer service advisor/agent/associate) - an individual whose job requires them to spend a significant proportion of … View
Call Centre Calculators
There are many call centre calculators available View
Call Centre Management Association (CCMA) UK - 2013 Award Winners
The 2013 winners were announced at the gala dinner at the Palace Hotel, Manchester. The winners are as follows; Call Centre Manager of th… View
Call Centre Outsourcing - Financial Implications
Call center outsourcing is proving to be one of the most successful ways to increase cost effectiveness. Companies like GE, American Express, Sprin… 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
Call Centres in India
Having a call center in India is the norm for several global companies today. In order to meet the growing international demand for cost-effective,… View
Call Control
Call control is about controlling the conversation with a customer. There is a cost to the lack of call control and this is observed in longer … View
Call Forecast
A call forecast is an estimation of the expected volume of calls an inbound call centre will receive. Calls can be forecasted annually, monthly… View
Call Forecasting - Key Enablers
What do you need to take into account when considering call forecasts? View
Call Forecasting 1 - Historic Call Profile
Source Data An understanding of call volumes is key to forecasting staffing and budget requirements in any contact centre. It is nece… View
Call Forecasting 2 - Monthly Profile
Monthly Calls Annual calls start to have more meaning when a monthly breakdown is applied. In budgetary terms it allows for resourcing flexibil… View
Call Forecasting 3 - Weekly Profile
Weekly Calls Having considered the annual and monthly view, the next volume period to consider is weekly. In all periods, calls offered a… View
Call Forecasting 4 - Daily Profile
Daily Calls The next volume level and the key to real-time management is managing the daily call-flow. It is, therefore, necessary to und… View
Call Forecasting 5 - Intra-Day Profile
Intra-Day Time Segment Calls Having understood call volumes received throughout all periods from day to full year, it is then necessary to inte… View
Call Forecasting 6 - Call Profiles as Percentages
Call Volumes as Percentages Call volumes as percentages are important for day and intra-day time segments. The reason why this has so muc… View
Call Forecasting 7 - Forecasting with Percentages
Forecasting with Percentage Volumes If we establish that Monday represents 20% of the full weeks calls then we can apply this to any given volu… View
Call Forecasting 8 - Intra-Day Profile Tables
Creating Profile Tables Having established the daily call volume, this can be tabulated to represent the daily percentage. You will then be… View
Call Forecasting 9 - Establishing Workload and Handling Times
Establishing the Workload In previous steps we understood how to collect and collate usable call volume data and how to convert these into call… View
Call Fulfilment
Call fulfilment is about delivering the outcome which is the purpose of the call. On many instances customers tell tales of having to make a nu… View
Call Guide / Scripting
As the name suggests these are tools to guide the agent through the script of a call. They are produced to capture the appropriate information … View
Call Monitoring
Also known as Quality Monitoring View
Call Peaks
Call peaks are high levels of inbound calls, which are above the normal or average. Peaks can be both, forcasted and unexpected. Peaks are … View
Call Priority
Call priority allows companies to prioritise the importance of calls. This means calls entering a queue behind other calls can be prioritised a… View
Call Recording
Customer contact recording is increasingly on the agenda for organisations' overall CRM (Customer Relationship Marketing/Management) strategy, … View
Call Recording - Case Study 1
It all began in the back of a cab 50 years ago, when four taxi drivers decided to start a business together. They could not possibly have envisaged… View
Call Recording - Case Study 2
It has been a common misconception that call recording is a luxury, only needed by large contact centres, whereas small to medium sized businesses … View
Call Recording for Mystery Shoppers
TP was amongst the first to recognise the need for business continuity and exceptional workload management in contact centres, they trebled the siz… View
Call Routing
Calls can be routed by the ACD to groups of agents by a number of predetermined commands. This can include routing by; Skills, produ… View
Call Tracking
Most call centres have an understanding of why their callers phone but not generally a detailed understanding of the actual call 'types'. C… View
Call Transfers for ACD Agent Group Report - Intra-day Time
This ACD report identifies the log of the call source and post-answer transfers. See other ACD Reports; ACD Group Report… View
Call Treatment
Call treatment refers to how a caller is treated having made a call. In this sense it means was the call: Answered Queued until a… View
Call Troughs
Call troughs occur when call volumes are low or below forcast or average. Troughs are forcasted in the normal resource planning process and as … View
Call Type Activity Codes for ACD Group Report
This ACD report identifies the level of activity coding of call types. See Interpretation for Call Type Activity Codes for ACD Group Repor… View
Call Type Tracking Plan
A high level plan to start your call tracking View
Call Type Tracking Process
Most call centres have an understanding of why their callers phone but not generally a detailed understanding of the actual call 'types'.&n… View
Call-Out Avoidance (COA)
Call-out avoidance refers to the ability of the agent to correctly diagnose a fault and facilitate a user repair, without the need for an engineer … View
Calling Line Identification (CLI)
CLI allows the callers number to be forwarded at the same time as the call to the recipient. Also known as Automatic Number Identification (ANI… View
Calls Per Agent
This represents the average number of calls per agent in any given time period. This is total number of calls answered by the total number of a… View
Calls Per Hour
Calls per hour is a useful indicator of efficiency levels right down from call centre to advisor level. However, that is all it should be an … View
Calls Per Hour - Normalised
Contact centres that rely on agent calls per hour as a key metric come under fire as it doesn't provide a good comparison for agents. Over … View
CCa2z e@cyclopedia Authors
Authors who have contributed content View
Centrex
Centrex is a PBX-like service providing switching at the central office instead of at the customer's premises. Typically, the telephone company… View
Change Focus
Competency Definition View
Change Management - Stress
Currently, the call centre industry is expanding rapidly, and there are many changes associated with expanding businesses including mergers and tak… View
Churn
This refers to the loss of customers or subscribers. The utility and mobile sectors are particularly prone to customers switching. To cal… View
Cloud Computing
Cloud computing is Internet-based computing, whereby shared resources, software, and information are provided to computers and other devices on demand, like the electricity grid. View
Cloud Technology – Why?
Historically, deploying mission-critical software required that you purchase software licenses from a vendor, install the software locally on emplo… View
Cold & Warm Calls
This involves companies making outbound calls to prospective new customers. Calls can be warm or cold - a warm call is where a relationship alr… View
Communication
Competency Definition View
Communication - Stress
This is key to managing work-related stress, and a positive culture helps to reduce the risk. Two elements of a positive culture are regular … View
Computer Technology Integration (CTI)
"Computer Telephony Integration (CTI) is the functional integration of business software and telephone based communications." It allows o… View
Conditional Routing
Conditional routing is the term used to route calls to and from different agent groups. This can also be described as 'overflow' of cal… View
Consultation with Employees ( H & S)
Depending on whether or not there are recognised trade unions in the workplace, consultation can be through union safety representatives, through e… View
Contact Centre Outsourcing Global Summit
The Grove, London 19-20 October 2009 View
Contact Propensity
Contact propensity is referred to as the likelihood of a customer repeat contact. This propensity is said to increase where after call wrap not… View
Conversion Rate
A conversion rate can take many forms and measures the success, where the agent has to deliver an outcome from a call. An outcome can be any nu… View
Cost Benefit Analysis (CBA)
A cost benefit analysis is made to appraise or assess a proposal to make a decision. Benefits are expressed in monetary terms and compared with… View
Cost of Delay
The cost of delayed or queuing calls is paid by either the caller or the company, where there is toll-free or free-phone numbers in place. Thes… View
Cost Per Call
Cost per call is a useful measure to keep on your radar. If costs are relatively fixed, cost per call will increase with a reduction in call vo… View
Cross Sell
Cross selling occurs, where a telesales agent takes advantage of a sales situation to promote other complimenatry products or services. A calle… View
Customer Charter
Also known as Customer Excellence Charter (CEC) View
Customer Flow Management (CFM)
CFM refers to the flow of walk-in traffic. Some customer service centres handle both face to face and telephone contact, particularly, lo… View
Customer Life Time Value (CLTV)
In marketing, customer lifetime value (CTLV), lifetime customer value (LTCV), or lifetime value (LTV) and a new concept of "customer life cycl… View
Customer Relationship Management (CRM)
Customer relationship management (CRM) is basically the function of building a long standing relationship with a customer. This maximizes profits, sin… View
Customer Service
Competency Definition View
Customer Service (CS)
Customer service is the provision of service to a customer, before, during and after a purchase. The customer service delivered should be desig… 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
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 account holder, the person who the company con… View
Delay Announcements
Delay announcements are recorded messages which informs callers of the delay. Some systems can advice where the call is held in the queue by nu… View
Delayed Calls
A call is delayed when there are no agents avaialble to answer it and it is therefore placed in a call queue. … View
Delivery and Design Competency
Competency Definition View
Dialled Number Identification Service (DNIS)
The DNIS allows the ACD to identify the number dialled by the caller. A trunk group could be made up of a number of DNIS numbers, Different… View
Diallers
Outbound dialling systems are typically used where high volumes of quick turnover outbound calls are required, such as when running outbound telema… View
Did They Really Say That?
Customer: 'I've been ringing 0700 2300 for two days and can't get through to enquiries, can you help?'. Operator: 'Where di… View
Diminishing Returns
In economic terms, diminishing returns refers to how the marginal production of a factor of production, in contrast to the increase that would othe… View
Direct Dial Inward (DDI)
This facility allows a caller to call an extension number direct without the need to go through a switchboard. … View
Direct Response Television (DRTV)
Direct Response Television (DRTV) is a form of television marketing, geared to provide an immediate response from customers. Television commerc… View
Disaster Recovery
A disaster recovery plan would allow inbound calls to be redirected to a second site to allow business continuity. The second site would be geo… View
Disaster Recovery: Cold Standby
A method of redundancy in which the secondary (i.e., backup) system is only called upon when the primary system fails. The system on cold stan… View
Disaster Recovery: Hot Standby
A method of redundancy in which the primary and secondary (i.e., backup) systems run simultaneously. The data is mirrored to the secondary ser… View
Display Screen Equipment (DSE)
Call handlers are DSE users, as they use DSE habitually for most of their working day. In comparison to typical office workers, call handlers… View
Do Not Call Hits Home
Telemarketing Comapnies Unsure of How to Make up Lost Revenue View
Durant v FSA (2003) UK Data Protection
Information Commissioner's Office (October 2004) View
Dynamic Network Routing (DNR)
This facility allows the call centre to change where inbound calls are routed. … View
Envelope Scheduling
Once call forecasts have been made and staff scheduled, envelope scheduling allows for additional staff to be scheduled to complete non-demand work… View
Erlang B
The most commonly used traffic model. Erlang B is used to work out how many lines are required if the traffic during the busiest hour i… View
Erlang B Extended
The most commonly used traffic model. Erlang B is used to work out how many lines are required if the traffic during the busiest hour i… View
Erlang C
This model assumes that all blocked calls are queued in the system until they can be handled. Call centres can use this calculation to determine ho… View
Escalation Plan
A prerequisite for any contact centre. A plan to be implemented when queuing calls reach a pre-determined level and/or delay times reach… View
Eyes & Eyesight
Although intensive use of visual display units (VDU) can cause temporary effects on vision, there is no convincing scientific evidence to support t… View
First Call Resolution (FCR)
In today's omni-channel customer contact environment - for First Call Resolution, you will find an abundance of resources indexed under First C… View
First Call Resolution (FCR): The holy grail of KPIs
In this article, Karen Wenborn, shares her thoughts on one of the most important measures in the contact centre. Let’s start with a defin… View
First Company to be Sued for 'Do Not Call'
Federal Trade Commisson Sues Telemarketeer View
First Contact Resolution (FCR)
Also referred to as 'Resolved Live', 'Right First Time' or 'One and Done'. View
First Contact Resolution (FCR) Levels and Skills Based Routing (SBR)
Whilst there is always a clear desire to match the call subject matter with the appropriately skilled agent, this is not always possible, resulting… View
First Contact Resolution (FCR): Agent Perspective - Internal Resolved
First Call Resolution (FCR) can be seen from both the customer and agent perspective. With this in mind, it is usual to adopt two measures; both an… View
First Contact Resolution (FCR): Customer Perspective - External Resolved
First Call Resolution can be seen from both the customer and agent perspective. With this in mind, it is usual to adopt two measures; both an exter… View
Flexi Time
Flexi time doesn't really have a place in contact centres. It is a policy, by which employees can vary their working hours to gain credit… View
Flexi Time Policy
INTRODUCTION A Flexi time system allows employees, subject to certain conditions, to vary their working hours. The aim is to improve the … View
Flexibility/Adaptability
Competency Definition View
Forced Call
Agents receive calls when they are ready and available to take a call. Where supervisors are in queue management mode, they can force a call to… View
Full Time Equivalent (FTE)
An FTE represents one full-time employee working the set required hours for a month. If the normal working day for a full-time employee is 7 ho… View
Gamification - The Lowdown
The lowdown According to Gartner, gamification is the broad trend of applying game mechanics to non-game environments, such as recruitment, to moti… View
Grade of Service (GOS)
Also known as Service level(SL) and Telephone Service Factor (TSF) View
Handled Calls
Also known as Answered Calls View
Handling Time
Handling Time is the total processing time to deal with a call and is the total of Talk time and Wrap time. … View
Hearing
In response to the The Royal National Institute for Deaf People (RNID) and TUC study, the HSE commissioned HSL to conduct a study to establish whet… View
Help Desk
An Help desk is an information and assistance resource that troubleshoots computers and similar products. Corporations often provide help desk … View
Historical Reports
Historical reports are reports run from the ACD or MIS software. The report period can generally be any previous time segment except the c… View
Hold Time - Agent
Hold time refers to the time an agent puts a customer on hold. This is done for a number of reasons; Seeking assistance Reviewing… View
Hold Time - Trunks
This is the time trunks are occupied with calls. Even when calls are transferred the line can still be in use. … View
Holidays & Shifts - Stress
Psychosocial Environment View
Home Working (Teleworking / Telecommuting)
This refers to the facility to work remotely from the contact centre at home using telecomms technology. … View
Hot-desking
'Hot-desking' (i.e. workstations are not assigned, so individuals sit at whichever desk is vacant) is becoming more common in typical… View
How to Build a Culture
Follow some of these ideas to build or transform your own call centre culture - good workshop material View
How to Calculate Average Handle Time (AHT)
Average Handle Time is the average processing time to deal with a call and is the total of Average Talk time and Average Wrap time. Average Tal… View
How to Calculate Customer Attrition
This refers to the loss of customers or subscribers. The utility and mobile sectors are particularly prone to customers switching. T… View
How to Calculate Customer Life Time Value (CLTV)
Customer lifetime value has intuitive appeal as a marketing concept, because in theory it represents exactly how much each customer is worth in mon… View
How to Calculate Normalised Calls Per Hour
Contact centres that rely on agent calls per hour as a key metric come under fire as it doesn't provide a good comparison for agents. Over … View
How to Calculate Service Level
Service Level is the key performance metric in a call centre. It defines resourcing levels, how busy or occupied staff will be and the level of… View
How to Calculate Shrinkage Absences
Many call centres do not allow for adequate shrinkage allowances for the varied off-phone activities. By the term 'shrinkage' we mean… View
How to Calculate Staff Attrition
The attrition rate is a factor, normally expressed as a percentage, reflecting the degree of losses of personnel due to various causes within a spe… View
How to Calculate Under the Bradford Points System
Bradford scores are a way of identifying individuals with serious absence and patterns of absence worthy of further investigation. It helps h… View
How to Call Forecast
There are a number of steps to consider when identifying staffing requirements. Listed below, are the key enablers you will need to consider.… View
How to Convince Senior Managers
Many call centres under-resource as they ignore service level when calcuating FTEs required. This is not neccessarily intentional, but they si… View
How to Create a Customer Charter
Charters are designed to both establish and communicate the customer service standards of an organisation. Whilst you may contract with an ener… View
How to Explain Why it is NOT Going Right Today!
What happens when it is not going right? Yes, you start to count your heads! As long as you are in control of your variables and can understand… View
How to Measure Resolved Live
Measuring the level of resolution live is not always easy and whilst it can be undertaken manually, it should be supported through CRM systems. … View
How to Measure Workload
Workload represents call handling time and is generally expressed in hours. This can be expressed as Average Handle Time (AHT) x Call Volume. O… View
How to Score with Net Promoter
NPS is based on the fundamental perspective that every company's customers can be divided into three categories: Promoters, Passives, and Detra… 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
How to Weight Averages
Weighted averages should be used wherever data needs to reflect the relative importance, volume and contribution of each item. It is not suff… View
HSE Call Centre Working Practices (Initial Advice) 1999 - (UK)
To view the HSE's initial findings on call centre working conditions, follow this link HSE Initial Advice See index for final report 2004 … View
HSE Call Centre Working Practices 2004 - (UK)
Health & Safety Executive advice View
Hunt Group
Hunt Groups are a concept on PBX systems for distributing calls from one extension line to another or group of lines. The call, if the destinat… View
Inbound
Inbound calls are calls received or offered by the contact centre. They are generally generated by customers for pre/post sales and customer se… View
Incoming Call Analysis for ACD Group Report - Day Summary
This ACD report is generated form the day summary. For comparative purposes the summary can include a number of days. See other ACD Report… 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 the working window creating day time-segments. … View
Incoming Call Dimensions
Here are some of the key dimensions of an incoming call Call >> Network … View
Incoming Call Duration for ACD Group Report - Day Summary
ACD day summary report for call Duration. … View
Incoming Call Duration for ACD Group Report - Intra-day Time
Reports on incoming call duration View
Incoming Calls Abandoned for ACD Group Report - Day Summary
ACD day summary report for abandoned calls. … View
Incoming Calls Abandoned for ACD Group Report - Intra-day Time
This ACD report is an intra-day time generated report. Often best viewed when slpit through the working window creating day time-segments. Intr… View
Incoming Calls Answered for ACD Group Report - Day Summary
ACD day summary report for calls answered. … View
Incoming Calls Answered for ACD Group Report - Intra-day Time
This ACD report is an intra-day time generated report. Often best viewed when slpit through the working window creating day time-segments. … View
Index Factor
An index factor is used in call forecasting and is a multiplier applied to a call volume. It is used to weight a volume to deliver a call forec… View
Innovation/Initiative
Competency Definition View
Integrated Services Digital Network (ISDN)
Integrated services digital network is a set of communications standards enabling traditional telephone lines to carry voice, digital network servi… View
Interactive Voice Response (IVR)
Interactive Voice Response or Recognition (IVR) View
Interflow
Conditional routing is the term used to route calls to and from different agent groups. This can also be described as 'overflow' of cal… View
Interim Manager / Consultant of the Year
Contact Centre specialist, Prit Ahluwalia,named interim of the Year at the House of Commons, London View
Internal Telemarketing: Making the same mistakes
Many companies will look at telemarketing projects and decide to carry out this activity Internally. This can be for many reasons, but mostly peopl… View
Internet Protocol (IP) Platforms
IP technology has, and is continuing to impact on the contact centre. Before the Internet boom (and therefore the mass use of web and email) these … View
Interpersonal Awareness
Competency Definition View
Interpretation for Agent Short Call Report for ACD Group
As the name suggests these are calls of short duration. Short calls can be created by callers hanging-up or by agents ending calls prematurely… View
Interpretation for Call Type Activity Codes for ACD Group Report
This ACD report identifies the level of activity coding of call types. To be able to report on call type activity, predetermined cal… View
Intra-Day
Intra-day management is key to any contact centre or real-time environment. It refers to managing and reviewing the day in intra-day time seg… View
Intraflow
Conditional routing is the term used to route calls to and from different agent groups. This can also be described as 'overflow' of cal… View
Invisible Queue
A queue in the everyday sense means to form a line and wait for attention. This is not disimilar in a contact centre where calls are held in a … View
J D Power Ratings
J.D. Power and Associates is a leading global marketing information services company that conducts independent consumer surveys of product and serv… View
Job Design & Satisfaction
Employees' satisfaction with their job is determined by a number of factors, such as the amount of task variety, the degree of control over wor… View
Job Design - Stress
Role Conflict: Call handlers may experience work-related stress if they do not feel that the target time for a call allows them to answer all a… View
Job Satisfaction - Stress
Many call handlers have little control over when they take calls, as calls are distributed automatically. How long call handlers spend on eac… View
Keeping Your Customers Online with Automation: Aspect Software
In today’s fast-paced world, customers want immediate and accurate assistance. When they call your company, they expect their call to be answ… View
Key Bullet Strategy Reasons
Strategy There are many strategic reasons for the establishment of call centres, companies in their drive for excellence look to the combinatio… View
Lead Generation
Many contact centres generate leads for other companies or departments. Lead generation is about creating a level of interest with a customer, … View
Leadership
Competency Definition View
Legislation - Stress (UK)
Work-related stress can cause ill health. Therefore, action to prevent or reduce it is included in the duty of employers under the Health and… View
Lighting
Lighting requirements may differ depending on whether call handlers are only operating DSE or whether they have to consult and complete paperwork t… View
Line Utilisation
It is important to understand the utilsation of lines to ensure callers do not receive a busy signal. Line utilsation reports will identif… View
Lines Full for ACD Group Report
This ACD report provises information on all liners being full. See other ACD Reports; ACD Group Reports ACD Agent Group Repo… View
Load Balancing
Load balancing refers to the distribition of calls between sites. An organisation may have a customer service operation split between any numbe… View
Logged Off
This refers to either a situation where the agent is absent or in work but logged-off the telephone system. Whilst agents are in work it is goo… View
Logged On
This refers to a state in which the agent is logged onto the telephone system. Once logged-on, agents are able to move into one of… View
Long Call
Long calls present problems around managing service level. There is no definition of a long call but lets say, 10+ minutes. The longer the call… View
Longest Available Agent (LAA)
Longest available agent refers to an agent who is available and ready to take a call and has been waiting longer than colleagues. This ag… View
Longest Delay
The longest delay is the call that has waited the longest in the queue whether answered or not in any time period. The longest delay should be … View
Lost Calls
Also known as Abandoned Calls View
Making Things Happen
Competency Definition View
Management Information Systems (MIS)
Call centres are real-time dynamic areas where information and numbers are crucial to it's successful operation. Real-time systems tra… View
Management Information Systems Analyst (MISA)
Call centres are real-time dynamic areas where information and numbers are crucial to it's successful operation. Real-time systems tra… View
MCI to lay off 500 Call Centre Workers
A casualty of 'Do Not Call' legislation? View
Monitoring - Performance
Quantitative and Qualititative aspects of monitoring View
Motivating Others
Competency Definition View
Multi-Skilled
Multi-skilled is a phrase used when an agent is sufficiently skilled to handle different types of calls. This generally applies where there a… View
Musculoskeletal Disorders
Musculoskeletal disorders (MSDs) are identified as a principal risk associated with display screen equipment work. Compared to many typical o… View
Net Promoter
Net Promoter™ is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. Developed by … View
Net Promoter Score (NPS)
NPS is based on the fundamental perspective that every company's customers can be divided into three categories: Promoters, Passives, and Detra… View
Night Service
Night service is the out of hours treatment provided to your callers who phone when the contact centre is closed. This can consist of… View
Non-ACD Calls
As the title suggests, these are calls which are not distributed by the ACD. They are received by the agent on their own DDI. Hence, c… View
Non-Demand Work
Non-demand work is a phrase which refers to workload which doesn't require an immediate response like telephone calls. Such work could be e… 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
Normalised Calls Per Hour
Contact centres that rely on agent calls per hour as a key metric come under fire as it doesn't provide a good comparison for agents. Over … View
Norwich Union (Aviva) Releases Offshore Plans
950 jobs to India and Sri Lanka 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
Nuisance Call
The term “nuisance calls” can be applied to a range of different types of calls. However, for most consumers it primarily relates to ca… View
Nuisance Call Action Plan 2014
The first comprehensive and co-ordinated effort to tackle nuisance calls has been unveiled today by Culture Secretary Maria Miller. The Nuisanc… View
Nuisance Calls: Department of Culture, Media & Sport Response to Which?
DCMS response to Which? led Taskforce recommendations for Government of 8 December 2014 10. The Department of Culture, Media and Sport, and the… View
Nuisance Calls: Reducing the Threshold for Enforcement: Conclusion
Proposal to lower the legal threshold for the Privacy and Electronic Communications (EC Directive) Regulations 2003 (“PECR”) for … View
Nuisance Calls: Reducing the Threshold for Enforcement: Proposal
Proposal to lower the legal threshold for enforcement of the Privacy and Electronic Communications (EC Directive) Regulations 2003 (“PECR&rdq… View
Nursery
A nursery is a live call centre where new recruits are placed after training. This allows them to work under direct supervision with floor-walk… View
Occupancy & Service Level Relationship Graphs
This presentation shows you the clear relationship between occupancy and service level. You will see occupancy levels reduce, the higher the se… 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 - Measurement
There are many tools for establishing and measuring your occupancy levels in TOOLKITS - such as the one below. Calculate occupancy levels from … View
Occupancy - Stress
Work Overload View
Occupancy, Agent-load & Work-load Calculation
Working example to see the interaction of these three key elements View
Offered Calls
Calls Received, also known as Calls Offered, is a key indicator in call centres as it drives many areas such as, service level and headcount resour… View
Offshore - Cost or Quality?
Offshore outsourcing has been popular for several years. Countries like India are popular offshore outsourcing locations, which offer cost effectiv… View
Offshoring of Call Centre Work Set to Grow
Report provided by the Communication Workers Union (December 2003) View
Omni-Channel
As customer contact migrates to non-telephony channels, the phrase omni-channel has become popular to describe muti-channel contact points. The… View
One and Done (OAD)
Often referred to as First Call Resolution (FCR) or in today's multi-channel environment, First Contact Resolution (FCR). Also referred to as &… View
Organisational Awareness and Commitment
Competency Definition View
Outbound
Outbound calls are generated by call centre agents and made to customers or prospects. Calls can be made for telesales, cross and upselling, te… View
Outbound Call Duration for ACD Group Report - Day Summary
ACD day summary report for outbound call Duration. … View
Outbound Call Duration for ACD Group Report - Intra-day Time
This ACD report is an intra-day time generated report. Often best viewed when slpit through the working window creating day time-segments. Intr… View
Outsourcing
Outsourcing is a process by which companies partner with third party specialist organisations, who undertake the processing of a function on their … View
Overflow
Conditional routing is the term used to route calls to and from different agent groups. This can also be described as 'overflow' of cal… View
Overtime
Overtime occurs when staff work over their scheduled hours at a time and half or double pay. It has it's uses for short-term crisis or inci… View
Performance for ACD Agent Group Report - Intra-day Time
This ACD report provides a performance overview for the Agent Group. See other ACD Reports; ACD Group Reports ACD … View
Personal Attributes
Competency Definition View
Planning and Organising
Competency Definition View
Pooling Principle
The pooling principle is a concept by where resources are pooled or increased. This is beneficial where a number of separate product or … View
Poor Call Centre Characteristics
Poor call centres are characterised by: Low pay Poor conditions Lack of breaks Mismanagement of staff Modern day sw… View
Poor Call Centre Knowledge
Lack of Knowledge Many companies do not really understand how call centres work let alone the intricacies of: Call centre dynamics … View
Poor Performance without Work Activity Modes (WAMs)
To enable your call centre to achieve maximum efficiency, the deployment of Work Activity Modes (WAMs) is essential. If you come across a poor … View
Predictive Dialling
A Predictive Dialler is a system that automatically dials outbound telephone calls from a pre-determined calling list. The dialler presents an … View
Predictive Dialling ROI
Predictive diallers have considerably enhanced outbound calling by the use automation. In some cases, predictive dialling can improve product… View
Primary Rate Interface (PRI) - ISDN
The other ISDN service available, along side BRI, is the primary rate interface (PRI), which is carried over an E1 (2048 kbit/s) in most parts… 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
priTel's Rule 75 - Efficiency & Stress Guage
Do you over-occupy your staff? View
Private Branch Exchange (PBX)
A private branch exchange (PBX) is a telephone exchange that serves a particular business or office, as opposed to one that a common carrier or tel… View
Problem Solving Decision Making
Competency Definition View
Profit Per Call
Profit per call is the net result of revenue per call less cost per call. … View
Public Switched Telephone Network (PSTN)
The public switched telephone network (PSTN) is the network of the world's public circuit-switched telephone networks, in much the same way tha… View
Quality Monitoring
Also known as call Monitoring View
Quality Monitoring - in search of the Holy Grail
Fact - Quality excellence is a recognised must for any organisation. Fact - For your customers, you are only as good as the last interaction that y… View
Quality Orientation
Competency Definition View
Queue
A queue in the everyday sense means to form a line and wait for attention. This is not disimilar in a contact centre where calls are held in a … View
Queue Busting Technology
When calls reach an unacceptable level in the queue, there are any number of manual interventions which can be made. Many call centres adopt the ap… View
Queue Time
Queue time refers to the delay time of a call in a queue. … View
Queues - Physical & Logical
When a call queues it generally waits for the next available agent. However, a call can queue physically or logically dependent on the number… View
RAG Report
A RAG report refers to a report where standards or targets need to be identified. RAG stands for - R = Red / A = Amber / G = Green. A RAG repor… 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
Ready & Positive Behaviour
What Ready does is improve 'positive seat attendance' by minimising excess levels of Not Ready and at the same time, maximising Ready to a … View
Ready (Available)
Also known as Idle or Available in some ACDs View
Ready - Delivering Speed Metrics
Some schools of thought believe it is difficult for advisors to influence the speed of response metrics View
Real-Time Reports
Real-time reports show current ACD data including agent activity. The reporting interval is generally set in the ACD parameters of 15 - … View
Received Calls
Calls Received, also known as Calls Offered, is a key indicator in call centres as it drives many areas such as, service level and headcount r… View
Relationship Building
Competency Definition View
Relative Humidity
The risk of low relative humidity is high in call centres. The greatest risk is from the large number of computers, which, as already stated,… View
Reorganisation - Questions & Answers
A sample Q & A document that might be used around reorganisation times View
Repeat Call Analysis - Busy Signals
Abandoned calls are readily identifiable from your ACD, however, the level of callers who receive a 'busy' or 'engaged' signal is g… View
Requirements for Call Monitoring
Accuracy Script/process adherence Associate follows written material as explained in training, as well as Methods and Procedures (Te… View
Resilience Tenacity
Competency Definition View
Resolved Live (RL)
Also referred to as 'First Contact Resolution', 'Right First Time' or 'One and Done'. View
Resolved Live - What Level?
Resolved live or first-time resolution is a key measure in any contact centre From a customer satisfaction perspective, the customer has an exp… 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
Result Orientation
Competency Definition View
Retention Rate
Customer retention refers to the activity of retaining a disenchanted or cancelling customer. The retention rate refers to the percentage of su… View
Revenue Per Call
This is a very useful measure in any Telsesales environment. It measures the total revenue generated by sales, divided by total calls. Th… View
Right First Time (RFT)
Often referred to as First Call Resolution (FCR) or in today's multi-channel environment, see - First Contact Resolution (FCR). Also refer… View
Ring Time
Ring time refers to the time from dialing to being answered. It also refers to the time the ACD allocates the call to the logest waiting a… 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
Sales Experience/Sales Aptitude
Competency Definition View
Scheduled Hours
Once call forecasts are understood it is then necessary to understand the workload hours. Once the workload hours are established, staff have t… View
Schedules
Schedules, also called rotas and shifts, are produced to inform staff of their personal attendance requirements. Once service level base staffi… View
Screen Monitoring
Screen monitoring allows a supervisor or quality analyst the remote facility to view an agent's PC system and observe key strokes. This sho… View
Screen Pop
A CTI facility for call centers that provide integration between a telephone system and an agent's PC, a screen pop is used to display informat… View
Self Confidence
Competency Definition View
Self Motivation & Development
Competency Definition View
Service Level (SL)
Also known as Grade of Service (GOS) and Telephone Service Factor (TSF) View
Service Level - 90% < 30 secs or 85% < 15 secs?
What's the difference? View
Shift Working
Although some employees in typical offices work shifts, this is a common practice in many call centres. Consideration should be given to the … View
Short Abandons
Short Abandons are calls which queue but abandon after a short time, say 5 or 10 seconds. This is often insufficient time for the call to be ta… View
Short Call for ACD Individual Agent Report
This ACD report itemises chronologically, short calls occurring within the set threshold for the individual Agent. See Interpretation for … View
Short Calls
As the name suggests these are calls of short duration. Short calls can be created by callers hanging-up or by agents ending calls premat… View
Shrinkage Absences
Do you allow for appropriate staff shrinkage in your centre? View
Shrinkage Absences - Stress
Call handlers should not be expected to read training material or maintain their knowledge of products and promotions between calls, unless there a… View
Sickness - Stress
Work-related Stress HSE's definition of work-related stress is 'the adverse reaction people have to excessive pressures or other types… View
Skills Based Routing (SBR)
Skills based routing (SBR) is an ACD facility that allows calls to be delivered to agents based on skill levels. For instance, there may be a n… View
Software as a Service (SaaS)
Software as a service sometimes referred to as "on-demand software" supplied by ISVs or "Application-Service-Providers" (ASPs),… View
Space
As with a typical office, it is common practice to accommodate additional new staff by re-arranging the office. However, many call centres ha… View
Speech Analytics
Speech analytics is the process of analyzing recorded calls to gather information, brings structure to customer interactions and exposes informatio… View
Speech Recognition
Also known as Voice Recognition View
Staff Bulletin
An Excellent way to communicate with staff from local government View
Strategic Thinking
Competency Definition View
Supervisor
Also known as Team leader, Team Manager or Team Co-ordinator View
Sweatshop Cause & Effect
The 'cause and effect' of the 'sweatshop' syndrome. CAUSES Inadequate resourcing Too many calls High occupa… View
Swine Flu Call Centres
Chris Smyth and Kaya Burgess - The Times View
Talk Time
Talk time is the time spent talking to callers and represents one of the key work activity modes WAMs). Talk time also represents both inbound … View
Team Leader / Team Leader
Also known as Supervisor or Team Cordinator View
Teamworking
Competency Definition View
Technical Knowledge/Experience
Competency Definition View
Technology (Competency Definition)
Has a broad understanding of technology and its impact on business, customer, workplace and workforce. Has an understanding of basic terminology an… View
Tele-Culture
Culture is this thing - this intangible cloud - which influences the way we do things. It influences how we behave personally and how we treat othe… View
Telemarketing
Also covers Telesales View
Telemarketing Sales Rule (2003) - USA
Federal Trade Commission amends the rules for US Telemarketing Companies View
Telemarketing: Cost effective or just plain costly?
Marketing by its very nature is a volatile beast at the best of times and with the maze of marketing activities on offer, it can be difficult to de… View
Telephone Service Factor (TSF)
Also known as Service Level (SL) and Grade of Service (GOS) View
Telephony Application Programming Interface (TAPI)
The Telephony Application Programming Interface (TAPI) is a Microsoft Windows API, which provides computer telephony integration and enables PCs ru… View
Temp to Perm
'Temp to Perm' is a phrase used which usually describes a process of converting temporary workers to permanent ones. Contact centres re… View
Temperature
The high concentration of employees and the high level of occupation also increases the risk of uncomfortably high temperatures. In addition,… View
Temporary or Contract Staff
Contact centres rely heavily on temporary or contract workers to service their front-line operations. The key reasons for this is increased fle… 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 as the 'Conduct of Employment Agencies / Busines… View
The Most Pressing Managerial Issues
According to the Merchants International Benchmarking Report, the top 10 most pressing managerial issues for call centre managers are, in rank orde… View
The Telephone Preference Service (TPS) UK
The Telephone Preference Service (TPS) is a free service. It is the official central opt out register on which consumers can record a preference no… View
Threats to UK Call Centre Business
The traditional players UK & US face some real threats and concerns and must move to improve costs and standards. Failure to do so would … View
Time off in Lieu (TOIL)
Time off in lieu (TOIL) is an alternative to paying for overtime. The practice is particularly common among higher paid staff who work overtime… View
Time-based First Contact Resolution (FCR) Reporting Window
Time-based FCR relies on a rolling FCR window. This means that the initial enquiry is perceived to be a FCR but over a period of time the initial r… View
Toll Free & Free Phone Numbers
This allows callers to pay no charges for dialling. Often sales contact centres will provide a free phone number to enhance sales.The numbers ar… View
Trace Report for ACD Individual Agent
A trace report by it's very name, traces agent activity throughout the trace period. It charts each and every agent interaction with the ACD by… View
Training Needs Analysis
Competency Definition View
Trunk Load
Trunk load refers to the traffic carried by a line which is made up of both a call queuing and talk time. If no trunks are available the call t… View
TUC - It's Your Call 2001(UK)
Employment Rights for Call Centre Workers View
TUPE - The Transfer of Undertakings (Protection of Employment) Regulations 2006 - (UK)
The Transfer of Undertakings (Protection of Employment) Regulations (TUPE) protects employees' terms and conditions of employment when a busine… View
Turret
A turret is the name for an ACD telephone handset which is used by a call centre agent. … View
Unavailable
Unavailable is a description of a state where the agent is not available to take calls. Some ACDs allow for a number of unavailable codes such … View
Under-Resourcing - Case Study
Case Study Let me describe the scene I was faced with when I moved sideways as call centre manager from the financial services, which are consi… View
Unified Communications (UC)
Unified communications is the integration of real-time communication services such as instant messaging (chat), presence information, telephony (in… View
Upsell
Upselling occurs where the telesales agent improves the sales process by upgrading a sale.For instance, a caller may wish to place an order for a 64Gb… View
Utilisation
Occupancy reflects how busy we are, and in call centres, we are busy when we are Talking to callers and when completing After Call Wrap. The … View
Verbal Abuse
Call handlers may experience more verbal abuse than the typical office workers, because they spend more time on the telephone. The Health and… View
Virtual Call Centre
A virtual call centre refers to a call centre which is made up of two or more different sites. Take a billing call centre for a mobil… View
Visible Queue
A queue in the everyday sense means to form a line and wait for attention. This is not disimilar in a contact centre where calls are held in a … View
Voice Health
Call handlers spend a larger proportion of their working day speaking on the telephone than many employees in typical office jobs. However, t… View
Voice over IP (VoIP)
VoIP is 'using data network technologies and infrastructures as a medium for carrying real time voice communications' - this also applies f… View
Voice Recognition
Also known as Speech Recognition View
Walkaway Codes (AUX or Auxiliary)
Walkaway codes are used to define agent activity when they are logged into the ACD but working on a non-call related activity. (Also known a Auxili… View
Wallboards
Also known as readerboards or displayboards View
Water & Drinks Dispensers
Temperature: The high concentration of employees and the high level of occupation also increases the risk of uncomfortably high temperatures.… View
Weighting
Weighted averages should be used wherever data needs to reflect the relative importance, volume and contribution of each item. It is not suff… View
What Does 10% Abandoned Feel Like?
Schematics of answered and abandonment rates View
Why India?
The outsourcing history of India is one of phenomenal growth in a very short span of time. 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) - Advisor Tracking
Performance tracking tools are essential in any business to ensure compliance and delivery. With the implementation of any advisor adherence … 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
Work-load & Service Level and the Wrong Way to Resource
The methods of calculating staff in a call centre differ significantly from methods used for general productivity. Given the same hours of wo… View
Work-Related Stress
From the HSE View
Workforce Management (WFM)
In today's highly competitive marketplace, organisations invest heavily in technology to support and enhance their call centres operational per… View
Working Environment
Proper control of the environment in call centres is very important. Working practices such as '24/7' (24 hours per day, seven days p… View
Working Window
Working window refers to the hours the operation is open for service. This could be; Mon-Fri - 08:00 - 20:00 hrs Sat - Sun - 10:00 - 16… View