About the call centre

1. by
Praveen Yadav

2. How to Answer: “Tell me about yourself? “
While Answering about this question you have to follow :
E = Education
E = Employment
S = Skill
Education
Employment
Skills
 First start with your introduction and after that follow EES.
 Tell about your education qualification and achievement done in your
school and collage time.
 After that tell about your professional experience .
 And at last about your skill and leadership quality that why company
hire you.

3. What is Service Level
 Service level describes, usually in measurable terms, the
services a network service provider furnishes a customer within
a given time period.
 Define : Service level measures the percentage of incoming calls
that an agent answers live in an established amount of time.
 For examples : A service level of 90% can be achieved if 9 out of
every 10 phone calls are answered within the threshold time.
 Industry “standard “ service Level usually is 80%.
Formula : SL = No. of calls answered within threshold/calls offered

4. What is shrinkage?
 Shrinkage is the percentage of time agent are not productive due
to breaks, meetings,training,vacation,illness,absenteeism,etc.
 Shrinkage = Week off + Leave + absenteeism on the floor
 In other words we can say the % of agents not present as effective
agent on the floor.
 For example : If week off + Leave + absenteeism on the floor is
20out of 100 agents then the shrinkage % will be 20%.

5. What is Adherence?
 Adherence is measured by taking the total time an
agent is available for a call work and dividing it by the
time they are scheduled to work expressed as a
percentage.
 Adherence is useful for call center to take a note about
there agent that they are coming in schedule time.

6. What is AHT?
Full form of AHT : Average Handling Time
Definition : Average handle time (AHT) is a call centre metric for the
average duration of one transaction, typically measured from the customer's
initiation of the call and including any hold time, talk time and related tasks
that follow the transaction. AHT is a prime factor when deciding call centre
staffing levels.
Formula : AHT = Total Handling Time / Call Answered

7. What is Answering level ?
Definition : Answering level is the no. of call answered
outside
or within the threshold time by the agents.
Formula : SL = No. of call Answered / Total call offered

8. What is Occupancy?
Definition : Occupancy is the percentage of time that call agents
actually spend handling incoming calls against the available or idle
time, which is determined by dividing workload hours by staff hours.
Formula : Total Time Occupied / Total login time
To calculate Total time occupied ( Total login time – Total avail time).

9. What is Utilization?
Definition :Utilization is the ratio of time an agent is busy ( on
call, floor support, other work related to company), dividing by
time an agent is available.
Formula : Utilization = Login hours – Paid time