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
From India, Delhi
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1Kindly 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
From India, Delhi
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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
From India, Bangalore
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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
From India, Bangalore
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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
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From India, Delhi
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Kindly provide a list of BPO Terms Like Attrition, Shrinkage, Absenteeism, billable’s , MIS, WFM. Please Help ASAP
From India, Indore
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From India, Indore
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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
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From India, Indore
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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
From India, Calcutta
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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
From India, Calcutta
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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
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From India, Kolkata
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[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
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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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