Comprehensive Guide to BPO Terms, Formulas, and Excel Calculations for Efficient Operations

Hi,

Kindly provide a list of BPO terms like Attrition, Shrinkage, Absenteeism, Billables, MIS, WFM, and many more. Please provide definitions and formulas to calculate the same.

Regards,
Abhishek Solanki

Hi,

Kindly provide a list of BPO terms like Attrition, Shrinkage, Absenteeism, billables, MIS, WFM, and many more. Please provide definitions and formulas to calculate the same. I need Excel help with this.

Regards,
Manohar

Hi,

Kindly provide a list of BPO terms like Attrition, Shrinkage, Absenteeism, billables, MIS, WFM, and many more. Please provide definitions and formulas to calculate the same.

Thanks,
Ankur Singhal

Kindly provide a list of BPO terms like attrition, shrinkage, absenteeism, billables, MIS, WFM. Please help ASAP.

Kindly provide the definition of Attrition, Shrinkage, Absenteeism, short call Abandonment, and formula to calculate the attrition, shrinkage, Absenteeism. Please help me as soon as possible.

Mobile: +919893021578

Hi,

Can anybody help me out with the formulas to calculate ATT, AHT, AWT, SHRINKAGE, ATTRITION, SERVICE LEVEL along with all the BPO operations formulas? It would be a great help for me and my career if anybody can do that. My contact number is +91-9748952945. Please, it's an urgent request.

Thanks and Regards,
Anirudhya Chakraborty

Hi, I want to know all about how WFM works. All Excel formulas, Visual Basic, and many more. I also want to know what the role of WFM is in the BPO sector.

[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