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…
Blog
Tag: Contact centre
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…
Missed Call Management in a Call Centre: How It Works
What happens after a call is missed in Voxdial Contact Center: agent no-answer handling, automatic callbacks, missed calls in the agent console…
Omnichannel Contact Center: Phone, WhatsApp and Instagram in One
What an omnichannel contact center is, how phone calls, WhatsApp calls, WhatsApp chat and Instagram work together, and what to check before…
WhatsApp Business Calling: Answer WhatsApp Calls in Your Call Centre
How WhatsApp Business calling works, why WhatsApp calls belong in your call centre queues, and how to set it up with Voxdial…
Remote Agent Management: Running a Work From Home Call Centre
How to manage remote call centre agents: live status and breaks, wallboard, listen, whisper and barge, shared park and missed-call lists, and…