How Strong is Your Call Center Foundation
Illustration by John Melven
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I am a huge proponent of teaching all of our frontline leaders about contact center management foundations—those principles that factually define our organizations. These are the keys that unlock the “why” behind most of our rules, practices and performance objectives. Once they are understood, a coach is able to provide the insight required for staff to own their performance results.

How strong is your frontline team in understanding these principles? Here’s a quick five-question quiz you can give your frontline team:

  1. Can Erlang C or a derivative of Erlang C be used to calculate the average expected number of calls in queue for a given time interval?
  2. What factors affect the occupancy rate?
  3. If you “pool” small call answering groups together, what will happen to the occupancy rate? What will happen to service level? What could happen to handle time?
  4. What factor must be applied to get from “# required on phone (and other real-time channels)” to “# required on schedule”?
  5. Why do contact centers centralize coordination of scheduling activities?

And the answers? I’m happy to provide them, though they’re a bit too long for this article. Send me an email, and I’ll get them over to you.

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