Hi,
Kindly provide a list of BPO Terms Like Attrition, Shrinkage, Absenteeism, billable's , MIS, WFM and so many.
PLS provide Definition and formula to calculate the Same.
Regards
Abhishek Solanki
From India, Delhi
1Kindly provide a list of BPO Terms Like Attrition, Shrinkage, Absenteeism, billable's , MIS, WFM and so many.
PLS provide Definition and formula to calculate the Same.
Regards
Abhishek Solanki
From India, Delhi
Hi,
Kindly provide a list of BPO Terms Like Attrition, Shrinkage, Absenteeism, billable's , MIS, WFM and so many.
PLS provide Definition and formula to calculate the Same. need excel help on the same.
regards,
Manohar
From India, Bangalore
Kindly provide a list of BPO Terms Like Attrition, Shrinkage, Absenteeism, billable's , MIS, WFM and so many.
PLS provide Definition and formula to calculate the Same. need excel help on the same.
regards,
Manohar
From India, Bangalore
Hi, Kindly provide a list of BPO Terms Like Attrition, Shrinkage, Absenteeism, billable’s , MIS, WFM and so many. PLS provide Definition and formula to calculate the Same. Thanks, Ankur Singhal
From India, Delhi
From India, Delhi
Kindly provide a list of BPO Terms Like Attrition, Shrinkage, Absenteeism, billable’s , MIS, WFM. Please Help ASAP
From India, Indore
From India, Indore
kindly provide the defination of Attrition, Shrinkage, Absenteeism, short call Abandand, & formula to calculate the attrition, shinkage, Absenteeism. Please help me asap. Mob :- +919893021578
From India, Indore
From India, Indore
Hi....
Can anybody help me out with the formulas to calculate ATT, AHT, AWT, SHRINKAGE, ATTRITION, SERVICE LEVEL along with all the bpo opreations formula... It would be a great help for me & my carrer if anybody do tht.. My contact no is +91-9748952945.. Plzzzzzzzz its an urgent request....
Thanks & Regards
Anirudhya Chakraborty
From India, Calcutta
Can anybody help me out with the formulas to calculate ATT, AHT, AWT, SHRINKAGE, ATTRITION, SERVICE LEVEL along with all the bpo opreations formula... It would be a great help for me & my carrer if anybody do tht.. My contact no is +91-9748952945.. Plzzzzzzzz its an urgent request....
Thanks & Regards
Anirudhya Chakraborty
From India, Calcutta
Hi, I want to know all about wfm works.All excel formula, visual basic.and many more . also want to know what is the role of wfm in bpo sector
From India, Kolkata
From India, Kolkata
[11:18, 3/29/2019] Нэвин: Some important formulas which a Team Leader must know in a domestic call center or for performing in a call center. These formulas are often asked in Team Leader interviews and in I.J.P.s. Hope this will be helpful for you for your career in a Call Center.
A.H.T.: A.T.T. + Hold + A.C.W. (A.T.T - average talk time, A.C.W. - After call work)
Service Level(S.L.): (number of calls answered within threshold/number of calls offered)*100
Forecasting: Projected AHT (average handling time) & projected call volume
Calls offered: Call hitting the call center from the IVR(Interactive voice response) after customer pressing “9” option.
Calls answered: …
[11:19, 3/29/2019] Нэвин: A.H.T.:- A.T.T. + Hold + A.C.W. (A.T.T - average talk time, A.C.W. - After call work)
Service Level(S.L.):- (number of calls answered within threshold/number of calls offered)*100
Forecasting:- Projected AHT (average handling time) & projected call volume
Calls offered:- Call hitting the call center from the IVR(Interactive voice response) after customer pressing “9” option.
Calls answered:- Calls picked up by the agent in the call center.
Calls Forecast: is the projected number of calls that will land up in the call center (it is being shared by client)
Forecast Deviation:- ((calls forecast – calls offered)/call forecast)*100
Abandon% - ((calls offered – calls answered) /calls offered)*100
C.P.H. (cost per hire) – total cost incurred in recruitment/number of people joined
Attrition – (people attired in the month/ (opening headcount + closing headcount)/2)*100
Productive Hour (circle wise) – (total calls answered by the circle*A.H.T. in secs*total agent logged in)/3600
Productive Hour (Agent wise) – (total calls answered by an agent * A.H.T.)/3600
Utilization – (number of agents logged in the day/agents scheduled in the day)*100
Shrinkage – ((total number of people on leave + week off + absconding)/total head count)*100
From India, Shahpura
A.H.T.: A.T.T. + Hold + A.C.W. (A.T.T - average talk time, A.C.W. - After call work)
Service Level(S.L.): (number of calls answered within threshold/number of calls offered)*100
Forecasting: Projected AHT (average handling time) & projected call volume
Calls offered: Call hitting the call center from the IVR(Interactive voice response) after customer pressing “9” option.
Calls answered: …
[11:19, 3/29/2019] Нэвин: A.H.T.:- A.T.T. + Hold + A.C.W. (A.T.T - average talk time, A.C.W. - After call work)
Service Level(S.L.):- (number of calls answered within threshold/number of calls offered)*100
Forecasting:- Projected AHT (average handling time) & projected call volume
Calls offered:- Call hitting the call center from the IVR(Interactive voice response) after customer pressing “9” option.
Calls answered:- Calls picked up by the agent in the call center.
Calls Forecast: is the projected number of calls that will land up in the call center (it is being shared by client)
Forecast Deviation:- ((calls forecast – calls offered)/call forecast)*100
Abandon% - ((calls offered – calls answered) /calls offered)*100
C.P.H. (cost per hire) – total cost incurred in recruitment/number of people joined
Attrition – (people attired in the month/ (opening headcount + closing headcount)/2)*100
Productive Hour (circle wise) – (total calls answered by the circle*A.H.T. in secs*total agent logged in)/3600
Productive Hour (Agent wise) – (total calls answered by an agent * A.H.T.)/3600
Utilization – (number of agents logged in the day/agents scheduled in the day)*100
Shrinkage – ((total number of people on leave + week off + absconding)/total head count)*100
From India, Shahpura
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