Contact Centre Management (7)

1. Contact Centre Acronyms Cheat Sheet

   A single A4 page containing the most commonly used acronyms and jargon used in a contact centre (aka call centre).   For a complete list of all the acronyms used in the contact centre and customer experience industry, please refer to our CX and Call Centre Glossary. 

   This resource is free to download! To download all our content, you must be a Subscriber or Member. Learn more >

   Filename	Contact-Centre-Cheat-Sheet.pdf
   Filesize	71.80 KB
   Version	1
   Date added	August 1, 2022
   Category	Contact Centre Management

2. Employee Turnover Rate Calculator

   When an employee decides to leave your business, it can be draining both emotionally and financially.

   Knowing your Employee Turnover rate enables you to track performance and identify potential challenges and opportunities within your business. 

   The Employee Turnover Rate Calculator to determine your turnover rate by 3,6,9, and 12 months. it also contains a new hire turnover rate calculator as well as enabling you to calculate an overall, and by department turnover rate.

   The calculator is in Excel and is easy to use – and it’s unlocked so you can edit and add/delete data as needed.

   Want to learn more about Employee Turnover, including a definition, common FAQs, leading causes and industry data for turnover in contact centres in Australia?

   Read the Employee Turnover glossary term >

   The Employee Turnover Rate Calculator is free to download!  ACXPA provides a range of exclusive resources to help businesses elevate their customer experience. Discover which membership is right for you >

   Filename	Employee-Turnover-Rate-Calculator.xlsx
   Filesize	67.87 KB
   Version	1.0
   Date added	August 22, 2023
   Category	Contact Centre Management, General Business

3. Erlang Call Centre Calculator

   Our Erlang Calculator is actually five calculators in one that provide you with a range of different options, including:

   • Model different scenarios (what impact would it have on staffing if we dropped our Service Levels from 80/30 to 80/60 or what if we could reduce our Average Handling Time by 10 seconds, what impact would that have on employee numbers?).
   • Incorporate metrics like Occupancy and Shrinkage so you can see the impact on Service Levels or Employee numbers as those metrics move.
   • Model intraday intervals – overlay your rostered staff numbers against workload and see the changing service levels. Perfect to model different break times, etc, to balance out your service levels.
   • The basic version will enable you to do basic modelling – upgrade to the PRO version to unlock all features!

   We’ve included easy instructions, so even if you are not a workforce planning professional, you’ll be able to use the tool!

   This resource is only available for ACXPA Members.  To download all our content, you must be a Subscriber or Member. Learn more > 

   Filename	Erlang-Calculator-v7.0-Free.xlsm
   Filesize	369.27 KB
   Version	7.0
   Date added	September 21, 2022
   Category	Contact Centre Management

4. Employee Attrition Rate Calculator

   When an employee decides to leave your business, it can be draining both emotionally and financially.

   Knowing your Employee Attrition Rate can provide you with powerful insights that enable you to make informed decisions on whether the attrition rate is appropriate for your business and where needed, to take corrective actions. 

   The calculator is in Excel and is easy to use – and it’s unlocked so you can edit and add/delete data as needed.

   Want to learn more about Employee Attrition, including a definition, common FAQs, leading causes and industry data for attrition in contact centres in Australia?

   Learn more Employee Attrition >

   P.S You may also be interested in the Employee Replacement Cost Calculator or the  Employee Turnover Rate Calculator 

   The Employee Attrition Rate Calculator is only available to download for ACXPA Subscribers (join for free) and ACXPA Members. Learn more about a membership >

   Filename	Employee-Attrition-Rate-Calculator-1.xlsx
   Filesize	61.18 KB
   Version	1.0
   Date added	August 22, 2023
   Category	Contact Centre Management, General Business

5. Contact Centre Team Leader Job Description

   Often the importance of developing a really good Contact Centre Team Leader Job Description is an afterthought for many small to medium-sized organisations, which can make recruiting the best candidates challenging, risky and troublesome.

   While for many large or enterprise-sized organisations, job descriptions written by the Human Resources and/or Legal Departments can tend to focus much more on the legal safeguards to protect the organisation, rather than getting the best candidate for your Contact Centre Team Leader role.

   When you create a Contact Centre Team Leader job description (or any job description for any other role) you need to find the right balance in outlining the role and responsibilities of the position without giving someone the feeling they need to get legal advice before applying for the job!

   You need to remember that not only are you looking for the best candidate for you, but job hunters are also looking for the best fit for themselves too.

   With this in mind, you want your job description to be seen as part of the advertisement to help prospective candidates get a good feel for your company, and an understanding if they are a good fit for your company.

   So, don’t be afraid of creating a more detailed job description that clearly describes the roles and responsibilities of the role to attract and recruit the most highly qualified candidates that would love to work with your company.

   You also want to ensure that job expectations are established and met later on when you hire the right candidate. So, a clear understanding of what the requirements of the position are also builds the framework for new Team Leaders to work more efficiently and effectively.

   It also establishes the parameters of evaluating performance and supports greater accountability when it comes to performance reviews.

   The vaguer or loosely a job description is written, the more likely it can be open to interpretation, which can cause unnecessary and/or costly interactions – specifically if you need to address poor performance or termination issues.

   Well written job descriptions establish a solid set of expectations that prospective employees understand are required of them, and on how their performance will be measured.

   This alone is why getting sign off from the Human Resources and Legal teams is critical.

   And although in most jurisdictions job descriptions aren’t legally binding unlike an employment contract, they can still be really helpful in protecting the company if any litigation arises!

   Not to mention, establishing an employee’s status with respect to any applicable laws regarding their employment status (permanent, contracted, casual or part time) and associated wages and entitlements.

   Areas to include in your Call Centre Team Leader Job Description

   You need to accurately outline the duties and responsibilities of the position and at the start specify:

   • Job Title
   • Reporting Lines – direct and indirect
   • Role’s Purpose – explain the importance of the position and its value to the organisation
   • Duties and Responsibilities – accurately explain the general and specific responsibilities
   • List the main KPIs that will be required to be met
   • Required Qualifications – identify particular skills or abilities that are necessary
   • Preferred Qualifications – good to have but not critical
   • Working conditions – outline specific operating hours and environment

    

   

    

   KPIs & Industry Information for Contact Centre Team Leaders

   Setting the right KPIs for your contact centre Team Leaders is, of course, a critical part of the Job Description but working out the right KPIs can be a little tricky.

   The good news is we’ve already got an article you can read that provides guidance on how to set the right KPIs for Contact Centre Team Leaders > and you can access the latest industry information about the Contact Centre Team Leader role, common KPIs, salaries and more on our Contact Centre Team Leader glossary term >

   Team Leader Job Description Example

   Below is just a sample of what is included in the template. 

   Team Leader Job Description, Duty Statement, KPI & Procedures

   <Your Company Name> requires its Team Leaders to have and demonstrate the following attributes that meet with the company’s direction, core values, and expectations of fulfilling this role:

   1. They will be required to demonstrate by their actions they are a person of integrity and have strength in character.
   2. They must be able to demonstrate leadership of character that enables others to follow.
   3. They must be able to demonstrate that their professional and personal ethics are without question to earn the respect of their team and work associates.
   4. They will be expected to have and demonstrate emotional intelligence in their leadership style when dealing with others and their concerns.
   5. They will be expected to have and demonstrate a commitment to their role, the company and its’ employees that is reflective in the way they are able to inspire and attract people.

   As a Team Leader, you will also be expected to either possess or develop the following skills:

   • A minimum of <X>years as a Team Leader or similar role that meets evidence of proven capacity to meet all daily expectations and quotas for productivity outputs or the ability to rapidly acquire these skills.
   • Proven ability and a demonstrated understanding of performance monitoring and coaching individuals.
   • Assist in the service delivery and administration coordination of activities of the Call Centre with related activities of other departments, as required, to ensure efficiency and economy.

   There is a minimum probation period of three months of probation, and at the end of this period a performance review will be conducted to assess the ongoing development, extension of probation period and continuity of filling the position.

   The Team Leader will be offered the following support during their first three months probation:

   • Coaching or Training as determined by the Call Centre Manager or nominated delegate
   • Weekly briefing with the Call Centre Manager or nominated delegate

   The Team Leader will be paid a remuneration of <outline pay plan and include any bonus/commissions structure>.

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   Download the Contact Centre Team Leader Job Description

   This resource is only available for ACXPA Individual Members. Learn more >

   Filename	Contact-Centre-Team-Leader-Job-Description.docx
   Filesize	18.06 KB
   Version	1
   Date added	March 24, 2023
   Category	Contact Centre Management, Job Descriptions

6. Employee Replacement Cost Calculator

   When an employee decides to leave your business, it can be draining both emotionally and financially.

   But how much does it actually cost in hard numbers?

   Whether you are trying to work out the costs for your own business, or you are looking for some supporting data to support an investment in activities to improve your employee engagement, change recruitment processes etc., this employee replacement cost calculator (aka Employee Turnover Cost Calculator) is here to help. 

   The calculator is built in Excel and has been designed to be easy to use – just enter the required data and it will calculate the figures for you. 

   It includes both direct and indirect costs such as:

   • Training costs
   • Lost productivity
   • Admin support 
   • Team Leader/Manager support and lots more! 

   The Excel sheet is unlocked to enable you to edit/add/delete data as needed to customise it exactly as you need. 

   Want to learn more about Employee Turnover, including a definition, common FAQs, leading causes and industry data for turnover in contact centres in Australia?

   Learn more about Employee Turnover >

   P.S You may also be interested in the Employee Turnover Rate Calculator or Employee Attrition Rate Calculator 

   The Employee Replacement Cost Calculator is only available to download for ACXPA individual Members. Learn more >

   Filename	Employee-Replacement-Costs-Calculator-1.xlsx
   Filesize	60.30 KB
   Version	2.0
   Date added	September 23, 2023
   Category	Contact Centre Management, General Business

7. Contact Centre Manager Job Description 

   The modern contact centre manager is responsible for an ever-increasing amount of functions, outcomes, KPIs and more so this contact centre manager job description acts as a great starting template to develop a job description that is suitable for your business. It includes the following sections:

   • Position Purpose
   • Technical Accountabilities
   • People Accountabilities 
   • Scheduling Accountabilities
   • Required Skills and Experience

   The template is available in Microsoft Word making it easy to edit to suit your specific requirements. The Contact Centre Managers Job Description template is free to download for all ACXPA Members. 

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   This resource is only available for ACXPA Individual Members. Learn more >

   Filename	Contact-Centre-Manager-Job-Position.docx
   Filesize	31.68 KB
   Version	v1
   Date added	August 23, 2022
   Category	Contact Centre Management, Job Descriptions