Call Disposition Codes: Example Lists for Sales, Support, Collections
What call disposition codes are, ready-made lists for sales, support and collections, rules for a good list and how dispositions drive callbacks…
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Tag: Call centre KPIs
Erlang C Call Centre Staffing: How Many Agents Do You Need?
Use Erlang C to work out how many call centre agents you need: inputs, a worked example of 120 calls and 4…
Complaint Management Process: Steps, TAT and Tracking
A seven-step complaint management process for call centres: logging, reference numbers, owners, TAT by category, WhatsApp complaints, closure and reports.
Escalation Matrix: How to Build One for Your Call Centre
What an escalation matrix is, functional vs hierarchical escalation, an example L1 to L5 template with time limits, and how to track…
Call Centre Attrition: 8 Practical Ways to Keep Good Agents
Why call centre agents leave and how to improve retention: honest hiring, a proper start, fair metrics, real coaching, predictable schedules and…
How to Reduce Call Volume Without Pushing Customers Away
Reduce call volume by finding your call drivers, fixing causes, sending proactive WhatsApp updates, answering routine questions on chat and stopping repeat…
Call Centre Shift Scheduling: Build a Roster That Meets Demand
How to build a call centre roster: forecast calls by interval, convert to agents with Erlang C, add shrinkage, stagger shifts, place…
Call Centre Occupancy vs Utilisation: Formulas and Healthy Levels
Call centre occupancy and agent utilisation explained with formulas and a worked shift example, why very high occupancy burns agents out, and…
Call Centre Service Level: 80/20 Formula and How to Set Targets
What call centre service level means, four ways to count abandoned calls, a worked example, service level vs ASA and abandon rate,…
Average Speed of Answer (ASA): Formula, Targets and Fixes
How to calculate average speed of answer, why the average hides long waits, how to set an ASA target by line type…