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…
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Tag: Supervisor tools
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…
Call Barging, Whisper and Listen: Call Monitoring for Supervisors
How supervisors use silent listening, whisper coaching and call barging to train agents and rescue difficult calls, and how it works in…
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…