Planning for COVID-19

Webinar Series

Planning for COVID-19

The COVID-19 pandemic has impacted all of us, the changes and impacts will continue for some time. It’s during times like this when you need you remember that you are part of a community of best practice, so don’t be alone. The Forum is your friendly, safe environment for sharing ideas, top tips and pitfalls to avoid. In this time of uncertainty its important that we collaborate and work together, bringing together ideas and use this time as an opportunity to learn and continue to raise standards. 

 We have designed three short series of learning academy modules, along with a top-tips & pitfalls to avoid for homeworking webinar and then a virtual networking group to help you. Phil Anderson has written an article about some of the considerations you might need to make. 

To view series 1 and 2 you need to log in to the website. Click on My Account at the top right to register or log in. 

BPG26: Planning Metrics

Published on 11 March 2026

BPG26: Planning Metrics

Across our members, the most commonly used planning target is the percentage of calls or chats answered or abandoned. We have grouped answer rates and abandon rates together because they are essentially the same measure viewed from different perspectives. From this point on, we will refer to abandonment, but the same points apply equally to answer rates.

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Author: Leanne McNamee

Categories: Library

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