http://www.callcentrevoice.com/latest.asp Latest Call Centre Posts on CallCentreVoice en-GB http://www.callcentrevoice.com/vpost_7006_26381.htm Hi Team,I would really like to know the difference between FTE and CPU. Which is beneficial to the Company providing services (for ex technical support for ABN) and to the company providing service (ABN). (A part of topic: FTE) http://www.callcentrevoice.com/vpost_7541_26380.htm Can anyone advise of the best practise to measure outbound wrap-up time (after call work)?Many ThanksMatt (A part of topic: Outbound AHT) http://www.callcentrevoice.com/vpost_7539_26378.htm Hey Guys,So I have a erlang formula we currently use to calculate our SL but it just seems to be way off, regularly showing 20%-30% when we "know" we will get alot more, are there any holes in my formula or something else I can use please?=SLA(Sum(Agents Scheduled)/(1+Shrinkage %),30,CV VOlume*2,AHT)I am assuming SLA = our erlang formula, some people have it as agent or other things?Thanks in advance,Chris (A part of topic: Forecasting SL) http://www.callcentrevoice.com/vpost_5449_26377.htm My question to everyone is on what basis is ASA decided? Target ASA to quite an extent should be reflection of customer patience for a particular product.Customer who has lost his crdit card may still want to hold longer in order to get his card cancelled but may turn up more impatient and irate and on the other hand a customer booking movie tickets may decide to hangup in just 10 secs to call later.Its very important to define definition of service correctly.In my view any call that is hung up after 5 secs of hitting an agent should be included in calculation for abandonment. (A part of topic: Abandon % Calculation and the "self abandoned" call) http://www.callcentrevoice.com/vpost_7538_26376.htm Hi there, My name is Paula Williams. I am currently completing my MBA with Henley Management College and have agreed to complete a dissertation research paper on “Maximising the Competitive Advantage of a Service Business through its Contact Centre”.To complete my MBA I had planned to conduct interviews through some of our local contact centres. Unfortunately, I live in Christchurch, New Zealand and since February 2011 we have experienced a series of earthquakes which have devastated our central business district, making this impossible. I have repackaged my research into a questionnaire, and am looking for Contact Centre Managers... (A part of topic: Please can you help? – MBA Research in danger due to Christchurch Earthqua) http://www.callcentrevoice.com/vpost_5449_26375.htm guys? (A part of topic: Abandon % Calculation and the "self abandoned" call) http://www.callcentrevoice.com/vpost_7534_26374.htm Hi,Thanks for the help.I will follow the same in my planner and update the post with results.Thanks again. (A part of topic: Cpacity Planning Inbound ) http://www.callcentrevoice.com/vpost_7534_26373.htm Hi,To calculate service level you would need to use the Erlang-C formula.The best way is to make a seperate calculation for each interval but as you state you don't have the arrival pattern, your only option is to do it for the whole day/week/month.You can still use the erlang-c forumla but you have to calculate the volume per hour.If your volume is 1200 per day, it is 1200/8 = 150 per hourIf your volume is 6000 per week, it is 6000/5/8 = 150 per hourand so on...The downside ofcourse is that this assumes a flat arrival pattern which is never the case but with some tweaking you should be able to get close. (A part of topic: Cpacity Planning Inbound ) http://www.callcentrevoice.com/vpost_7537_26372.htm Hi,I want to ask any IEX Totalview users, what Vacation year range they have in Vacation Planner. Is it possible to setup a Vacation Year going from April to March as opposed to January to December?Thanks,Ken. (A part of topic: IEX Vacation Year ) http://www.callcentrevoice.com/vpost_7535_26370.htm Hi guys,I'm putting together some research into call centre trends and would really appreciate your answers.The survey is here: https://www.surveymonkey.com/s/Q7KG8WKAny help would be brilliant!Thanks for your time,Martin (A part of topic: Call centre survey - PLEASE HELP)