UK and IrelandService Level
Service Level
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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
Call Centre Calculators
There are many call centre calculators available 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 Forecasting - Key Enablers
What do you need to take into account when considering call forecasts? 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
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
Grade of Service (GOS)
Also known as Service level(SL) and Telephone Service Factor (TSF) 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 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
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
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
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, Agent-load & Work-load Calculation
Working example to see the interaction of these three key elements 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
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
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
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
Sweatshop Cause & Effect
The 'cause and effect' of the 'sweatshop' syndrome. CAUSES Inadequate resourcing Too many calls High occupa… View
Telephone Service Factor (TSF)
Also known as Service Level (SL) and Grade of Service (GOS) 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