UK and IrelandPopular Knowlege Bank Articles
Ring Time
Ring time refers to the time from dialing to being answered. It also refers to the time...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...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
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
Diallers
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
Telephone Service Factor (TSF)
Also known as Service Level (SL) and Grade of Service (GOS)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
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
How to Calculate Normalised Calls Per Hour
Contact centres that rely on agent calls per hour as a key metric come under...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