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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

Ring Time

Ring time refers to the time from dialing to being answered. It also refers to the time...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

Contact Propensity

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

Call Forecasting 2 - Monthly Profile

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


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

Call Forecasting 8 - Intra-Day Profile Tables

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

Books: Full Contact: Greg Levin

Contact Center Practices and Strategies that Make an ImpactView

Average Speed of Answer (ASA) / Average Delay

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

Call Forecasting 5 - Intra-Day Profile

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

Rostered Staff Factor (RSF)

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

How to Calculate Shrinkage Absences

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

Durant v FSA (2003) UK Data Protection

Information Commissioner's Office (October 2004)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

Call Forecasting 3 - Weekly Profile

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

How to Calculate Normalised Calls Per Hour

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

Telephone Service Factor (TSF)

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

Invisible Queue

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

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...View

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