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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