BPO Terms And Formula's

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

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

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

Kindly provide a list of BPO Terms Like Attrition, Shrinkage, Absenteeism, billable's , MIS, WFM.
Please Help ASAP

kindly provide the defination of Attrition, Shrinkage, Absenteeism, short call Abandand,
& formula to calculate the attrition, shinkage, Absenteeism.
Please help me asap.
Mob :- +919893021578

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

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

[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