Average Handle Time (AHT): Formula and How to Reduce It
What average handle time includes, the AHT formula with an example, how to read it per agent and queue, and six ways…
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Tag: Wallboard
Call Centre Reports: What to Check Daily, Weekly and Monthly
The call centre reports a manager needs: missed and abandoned calls daily, agent performance and IVR drop-offs weekly, trends and call reasons…
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…
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 Centre KPIs: Service Level, Abandon Rate and the Live Wallboard
The call centre KPIs that matter, sensible targets for service level, abandon rate and occupancy, and how a live wallboard and supervisor…