WFM Entry Assessment

Give at least 5 roles of a Real time analyst within a call center.

Explain why WFM is important in the BPO industry

Explain in your own words what service level is.

You observe that the service level is decreasing due to high absenteeism and elevated call volume, As a RTA, what actions would you take to manage SLs to stay within the expected goal range?

This is the process of having the right number of agents, at the right time, with the right skill set to handle the excepted call volume.

(a)  

Which formula is best suited to find the total hours a specific agent worked for a work week in the month of October?

• =sum(

• =Countif(

• =Specialif(

• =Sumif(

Which excel function searches a range or an array and then returns the item corresponding to the first match it finds.

• FindArray

• Match

• XLookup

• ReturnNum

What feature in excel would you use to change the order of agent's names listed in a worksheet?

(Eg. Jane Doe to Doe Jane)

Explain the term forecasting and the importance of it in a call center

What is intra- day management?