What is caller ID? What is Callback messaging? What is call center shrinkage? What is call recording? What is a Chief Customer Officer? What is communication-enabled business process? What is a communication portal? What is CRM portal? What is customer service chat? What is call blending?
Note, this insight can also be applied to how to calculate shrinkage in a BPO. What is Contact Centre Shrinkage? Call centre shrinkage is a measure used in planning as a sort of “fudge factor” that allows for the difference between the number of staff that a forecasting system (or ...
Shrinkage Here is an example of anErlang Calculatorwith these details entered Once these details have been entered, the calculator details the number of advisors needed to handle the expected call volumes over the reporting period, which in the example above is 30 minutes. The calculator will also...
Recruitment Process Outsourcing (RPO) is the transfer of a company’s permanent recruitment processes to an external provider, either in part or entirely. RPO is a form of BPO (Business Process Outsourcing) and aims to gain efficiency in recruiting and saving time. These external providers are ...
Average handle time (AHT) is a standard call center metric, used to measure the average length of time it takes to complete a transaction. It factors in: Talk time (the amount of time agents are speaking to customers) Hold time (the amount of time agents put the callers on hold) ...
If you only have full-time staff, your FTE is therefore the number of staff you require. It has no bearing on number of calls, shrinkage etc. In BPO, the meaning of FTE is merely the number of full-time staff required. This can be factored as full-time staff + part time staff. ...
Shrinkage (unexpected time off – such as people calling in sick) While the list above may not look intimidating, it is the combination of needing to account and forecast for the volume that may come in and match that with the skills you may need. ...
In most of the contact centres that we visit, shrinkage – the percentage of time that an advisor is unable to take customer contacts – is usually calculated to be around 30–35%. However, the average figure that is entered into our Erlang Calculator is 26.6%, which might indicate that ...
If you only have full-time staff, your FTE is therefore the number of staff you require. It has no bearing on number of calls, shrinkage etc. In BPO, the meaning of FTE is merely the number of full-time staff required. This can be factored as full-time staff + part time staff (2...
In particular, after-call work benefits include: Reduce customer wait time:If your after-call work is too high, it likely means that the wait time for incoming calls is high (or fewer outgoing calls are being made). Highlight process issues:Tracking post-call tasks will quickly highlight is...