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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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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Regards,
Manohar
From India, Bangalore
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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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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 [Phone Number Removed For Privacy Reasons]. Please, it's an urgent request.
Thanks and regards,
Anirudhya Chakraborty
From India, Calcutta
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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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Important Formulas for Team Leaders in Call Centers
Some important formulas that 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. I hope this will be helpful for your career in a Call Center.
Average Handling Time (A.H.T.)
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.)
Service Level (S.L.) = (Number of Calls Answered Within Threshold / Number of Calls Offered) * 100
Forecasting
Forecasting involves projected AHT (Average Handling Time) and projected call volume.
Calls Offered
Calls offered are calls hitting the call center from the IVR (Interactive Voice Response) after the customer presses the "9" option.
Calls Answered
Calls answered are calls picked up by the agent in the call center.
Calls Forecast
Calls Forecast is the projected number of calls that will land in the call center (it is shared by the client).
Forecast Deviation
Forecast Deviation = ((Calls Forecast - Calls Offered) / Call Forecast) * 100
Abandon Percentage
Abandon% = ((Calls Offered - Calls Answered) / Calls Offered) * 100
Cost Per Hire (C.P.H.)
C.P.H. = Total Cost Incurred in Recruitment / Number of People Joined
Attrition
Attrition = (People Attired in the Month / (Opening Headcount + Closing Headcount) / 2) * 100
Productive Hour (Circle Wise)
Productive Hour (Circle Wise) = (Total Calls Answered by the Circle * A.H.T. in Secs * Total Agent Logged In) / 3600
Productive Hour (Agent Wise)
Productive Hour (Agent Wise) = (Total Calls Answered by an Agent * A.H.T.) / 3600
Utilization
Utilization = (Number of Agents Logged in the Day / Agents Scheduled in the Day) * 100
Shrinkage
Shrinkage = ((Total Number of People on Leave + Week Off + Absconding) / Total Headcount) * 100
From India, Shahpura
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Some important formulas that 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. I hope this will be helpful for your career in a Call Center.
Average Handling Time (A.H.T.)
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.)
Service Level (S.L.) = (Number of Calls Answered Within Threshold / Number of Calls Offered) * 100
Forecasting
Forecasting involves projected AHT (Average Handling Time) and projected call volume.
Calls Offered
Calls offered are calls hitting the call center from the IVR (Interactive Voice Response) after the customer presses the "9" option.
Calls Answered
Calls answered are calls picked up by the agent in the call center.
Calls Forecast
Calls Forecast is the projected number of calls that will land in the call center (it is shared by the client).
Forecast Deviation
Forecast Deviation = ((Calls Forecast - Calls Offered) / Call Forecast) * 100
Abandon Percentage
Abandon% = ((Calls Offered - Calls Answered) / Calls Offered) * 100
Cost Per Hire (C.P.H.)
C.P.H. = Total Cost Incurred in Recruitment / Number of People Joined
Attrition
Attrition = (People Attired in the Month / (Opening Headcount + Closing Headcount) / 2) * 100
Productive Hour (Circle Wise)
Productive Hour (Circle Wise) = (Total Calls Answered by the Circle * A.H.T. in Secs * Total Agent Logged In) / 3600
Productive Hour (Agent Wise)
Productive Hour (Agent Wise) = (Total Calls Answered by an Agent * A.H.T.) / 3600
Utilization
Utilization = (Number of Agents Logged in the Day / Agents Scheduled in the Day) * 100
Shrinkage
Shrinkage = ((Total Number of People on Leave + Week Off + Absconding) / Total Headcount) * 100
From India, Shahpura
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