Call Center Forecasting Hints, Tips & Best Practices
Is your contact center ready for spring break?
Certainly many of your agents are looking forward to this annual celebration. If that means taking additional time off, managers will need to have a plan in place for potential attrition.
This time of year can also mean increased business in certain industries – travel, hospitality, entertainment – creating the perfect storm at some contact centers of more calls coming in and less agents there to handle them.
How can a business negotiate this impending crisis? A workforce management (WFM) solution is the answer.
When a manager needs to know what type of calls, and call volume, to expect on a certain week or day or even during a particular hour, WFM collects and analyzes historical call data to help predict future workload. That makes it easier to forecast needs and schedule staff accordingly.
This is also a time when the flexible schedule creation made possible by WFM delivers additional benefits. Now you can take foreseen and unforeseen variables and agent exceptions into account, as well as make intra-day changes to both forecasting and scheduling.
With WFM, costly instances of overstaffing and understaffing are reduced, schedule adherence is improved, and more flexible scheduling is possible. If you try to achieve the same results with spreadsheets, you’ll be the one that needs a spring break vacation.
If you see a building going up or being renovated in an office park or commercial area near you, don’t be surprised if it turns out to be a call center.
Enter “contact center jobs” into a news search engine and you’ll see story after story about companies adding positions – 682 in Hamilton, Ohio; 600 in Clearfield, Utah; 750 in Louisville, Kentucky.
Part of this can be attributed to a steadily growing economy, but the trend toward insourcing these jobs from overseas, rather than shipping them out to India and The Philippines, is also significant factor. Today, there are approximately five million Americans employed in contact centers, and many of them are working in positions that were outsourced more than a decade ago.
Why the switch? Labor costs are going up in other parts of the world, so companies aren’t saving as much money; security has also become a concern, considering the uncertainties in data privacy laws outside the United States.
There has also been a renewed appreciation for the central role the contact center plays in customer service, whether that entails order processing, payment processing, market research or addressing customer concerns. Given how contact center agents are on the front line of customer communication, CEOs now acknowledge, maybe this isn’t the best place to cut corners.
But the real issue may be the escalating numbers of complaints from callers, who are tired of speaking to agents that are poorly trained and difficult to understand. Not only are outsourced personnel not trained as thoroughly, they are thousands of miles away from management personnel, who are thus unable to monitor and interact directly with these employees.
Not Just Jobs: Good Jobs
Since businesses originally outsourced to save money, it’s encouraging to see that as these contact center agent jobs come back to the U.S., they are doing so in most cases with a salary that will attract intelligent, capable employees.
S&P Data LLC, which provides contact center solutions to Fortune 500 companies in the United States and Canada, has announced plans to bring 425 new contact service representative jobs to Rio Rancho, NM, with annual salaries averaging $38,000 plus benefits.
This is reflective of one way that call centers have changed since the outsourcing boom – with basic company information accessible through social media and order processing available online, the responsibilities of the contact center agent has changed.
“The types of calls that are coming through to our agents today, regardless of the client, are more complex, and it’s requiring that higher caliber associate,” said
Richardo Layun, director of operations at the Melbourne eBay Enterprise center.
One Success Story: Colorado
Colorado has been in the national news often of late, mostly for its legalization of marijuana and that decision’s impact on the state’s culture and economy. But in La Junta, a city in the southeast part of the state, a less controversial means of economic recovery is underway.
The city converted an old Air Force training facility into a 1,500-acre industrial part that is already home to two call centers: the first employs 180 agents in a 10,200 square foot building. Nearby a 300-seat center is housed inside a 33,750 square foot brick building with ample space for additional departments and meeting facilities. Amenities for both include a restaurant, day care facility and golf course all located within the park itself.
The influx of new business is the result of a community effort that also includes The Colorado Workforce Center, which provides recruitment and training programs, and the local junior college, which offers preparatory classes in computers, software and technology training. The La Junta City Council has shown its support for new business by approving a relocation incentive that allows contact centers to operate for five years rent-free.
Things Have Changed Since We’ve Been Away
That may be the reaction of agents and managers when they realize how the contact center industry has evolved in the years when companies were shifting positions overseas. The technology and use of spreadsheets that was sufficient to stay competitive in the industry has been surpassed by more sophisticated solutions. For these new contact centers, it is important to equip agents with the tools they need to prosper.
That starts with an automated workforce management (WFM) solution, which delivers a means to improve the productivity and cost-efficiency of the contact center by making so many vital tasks easier. These includes running simulations for more accurate forecasting, and scheduling that incorporates all call types and other activities. Exception planning, performance analysis, intra-day management, and other practices are streamlined through the real-time data generated by today’s WFM systems.
An investment in such technology might have been counterproductive, as companies would be reluctant to add a $100,000 equipment investment on top of other development and personnel costs. Even if you are relocating to rent-free La Junta, that’s a lot of money. But with a cloud WFM system, a unified solution can be implemented quickly without a large upfront cost. Instead, users pay only a low monthly subscription fee.
In addition to cost savings, a cloud platform also provides maximum flexibility and scalability, and is more easily deployed even across multiple locations. Since all data is stored “in the cloud,” it can be retrieved at any call center workstation. If you are interested in this topic, please also read the article "5 Reasons Why Contact Center Jobs are Coming Home" that was published by Contact Professional.
While customers now have other options when it comes to interacting with a company, such as email and online chats, surveys show that the majority still picks up the phone when they want to ask a question or place an order.
To take better care of these customers, companies that outsource their contact centers are now shifting their focus to centers within the U.S., which can provide a higher quality of care. But that investment can quickly escalate if a large technology investment is required.
Cloud computing can reduce these costs. In this model, contact centers pay only for the time and capacity that they need.
Customers appreciate when their calls are received by the agents most qualified to handle them.
And this is certainly one of those instances where what is good for the customer is good for the contact center as well. Skill-based scheduling results in higher productivity, higher first call resolution and shorter call times. It plays to agents’ strengths and boosts their confidence.
Implementation of skill-based scheduling begins by establishing a clear tier system that ranks agents by skills based on call type. Ultimately, the goal is to have only agents that are capable of handling every type of customer call. Thus, performance remains consistent no matter how schedules may fluctuate.
Such scheduling based on specific skill sets is easily manageable with Workforce Management. Inclusion of skills is handled automatically by WFM, so it’s easier to fill each shift with fewer agents – those who have the requisite specialties to handle every customer encounter. More...
The holiday season means good food, good friends and good will toward men. But at some contact centers, it also means a significant increase in the need for customer service support. And by the way, your customers are busier during this season as well, and they expect the same response time and personalized service they receive at any other time of year.
If your contact center is about to get deluged with call volume that may be five times higher than usual, the time to start planning is now (especially if you haven’t been anticipating this for the last 1-2 months). More...
Forecasting and scheduling are vital components in the success of every
call center management. Achieving consistent results requires a little
art and a little science, but is impossible without concrete data.
For decades, that data was gathered through spreadsheets, and would take
hours to compile. Even then, the results were not always accurate, or
flexible enough to accommodate last minute changes or other staffing
At some call centers, periods of call volume stability are followed by
days or weeks where the numbers will fluctuate more noticeably. And
that’s the best-case scenario.
With other contact centers
attached to companies where new special offers, seasonal promotions and
other aggressive marketing tactics are employed, fluctuations are more
commonplace and even more difficult to predict. How can a manager create
an accurate forecast and schedule in these circumstances? Here are 5
tips that might help. More...
How accurate are your call center forecasts? If they’re consistently
missing the mark, then chances are the business is constantly dealing
with overstaffing or understaffing, customer service issues and
Thus, forecasting becomes one of the most
significant daily challenges on a manager’s schedule. But it’s a
challenge that becomes manageable with a workforce management (WFM)
solution that handles much of the processing and calculations
So many companies rely on increased orders during the holiday season to
make or break their annual sales goals. Thus, the call center plays a
critical role in making certain each customer call is efficiently
handled during these final weeks of the year.
If that means adding agents or changing shift personnel, the time to
start planning for these events is not in December, but right now. More...
The most critical and useful step in the workforce management
process is forecasting. The more precise the forecast, the more likely
a call center will be to avoid such issues as over-staffing or
under-staffing, while providing consistent customer service.
Forecasts are subject to a wide array of variables and challenges, which
places great demands on a workforce management system. When choosing a
solution for your business, make sure to review the following
capabilities that will improve the likelihood of optimized schedules. More...
Forecasts determine schedules, but what determines forecasts? There is
both art and science involved in predicting future call volume and agent
staffing needs, and technology can make the forecasting process more accurate. But the starting point should always be a review of call history data.
Past activity is always the best predictor of future activity,
especially when broken down into ever-smaller increments of time. This
makes it easier to identify anomalies and prepare accordingly. More...
Accurate forecasts are vital to customer service and budgeting, and
avoiding additional issues that occur when the center is overstaffed or
understaffed. Forecasting methods must take into account changing
business needs, seasonal volumes and external events that are outside
the company’s control.
Special days provide another challenge.
But it’s a scheduling and forecasting challenge that is manageable with a
workforce management solution that handles much of the processing and
But the process starts with a
manager, and an effort to explore how a change in call volume or service
level goals on one day, or within one week, will affect the call
center. You already have the information necessary to achieve this in
past call history data that covers previous similar periods. Always
review both the similarities and potential variables. More...
center staffing and scheduling will be largely determined by
forecasting of the call volume. Thus, when a forecast is errant, it can
cause serious repercussions in customer service.
in the best call centers there will never be 100% accuracy in
forecasting. The number of variables from day to day, and week-to-week,
as well as unexpected scheduling changes, can all affect how a workday
varies from projections. When this happens it is important to drill down
to find the reasons for the variations, and factor them in to future
Workforce management refers to an integrated set of processes used to
optimize employee productivity on both an individual and company-wide
level. Any systems with such a wide range of moving parts and variables
will inevitably present challenges; however, a sophisticated workforce
management solution can help to anticipate these challenges and overcome
1. Accurate Forecasting
Forecasting on call volume and agent workload can reduce instances of
over-staffing, which wastes valuable resources, as well as
under-staffing that can affect services levels and customer service. Workforce management automatically processes all relevant data to deliver more accurate short-term and long-term forecasting projections. More...
Unlike weather forecasting, call center forecasting can be performed
with a high degree of accuracy. Workforce management solutions combine
the use of historic data and real-time data, to not only improve the
efficiency at a call center, but to create projections for future
growth, changes and special events, so the call center can be prepared
for any eventual scenario.
Here are five tips to help you make the most of you call center forecasting solution:
1. Use Historic Data
This is the obvious place to start. Historical call volume data can be
used to analyze present performance and future growth trends. It can
also serve to correct assumptions about what constitutes an appropriate
length of a customer engagement, how many calls an agent should handle
in one shift, and other factors that impact hiring and staffing
procedures. Several weeks of data is usually sufficient as a starting
point, but longer-term projections would require months or years of
data, especially for seasonal or annual projections. More...
Almost everyday, you can read analyst reports and magazine articles about the adoption of cloud-based solution in all areas of business, including call center forecasting and scheduling. Here are 7 reasons why companies move to the cloud:
- Easier to use: Cloud-based solutions are designed to be easy to use for fast adoption, without a lot of training. Think ROI! More...
The following is a list of practical tips, tricks and best practices on how to better forecast call volumes and more effectively schedule your call center team:
If you would like to see some of these tips in action, please watch our video demonstrationsabout call center forecasting and scheduling.
What are the key functional components of a scheduling and forecasting solution for a contact center? Here is a quick overview:
If you are interested in seeing a solution in action, please take a look at a contact center forecasting and scheduling demo on our website.
Ability to run simulations to calculate a precise forecast for future
call volume, agent requirements and average handle time for any time
interval of the day, based on historical data from your ACD system.
The scheduling module should incorporate all call types and other
call and non-call related activities to generate staffing schedules that
optimize a wide range of factors, including agent availability,
skills, holidays, breaks, training and service levels.
- Exception handling:
Integrated exception calendar to simplify scheduling of agent
exceptions such as time off and one-time or recurring training meetings.
- Real-time adherence:
Ability to compare planned agent activity to actual activities
throughout the day, as well as real-time views of forecast and actual
call volumes, handle times and other key performance indicators.
- Intra-day management:
Graphical display of agents' schedules with drag-and-drop
functionality to quickly manage breaks, lunches and other exceptions.
Real-time updates can be made to required and assigned agents
instantly, and display surpluses and shortages for each time period of
- Agent - supervisor collaboration:
Enables easy and efficient agent-supervisor interaction and
collaboration, such as exceptions, schedule bids or swap requests and
critical reports. Agents get empowered to be more directly involved in
the scheduling process by entering exceptions or bids and viewing their
schedules at any time.
- Configuration & administration:
Ability to set up unlimited number of center splits or agent groups,
each with its own set of service objectives and guidelines. Management
of multiple sites and time zones. Ability to set hours of operation by
day of week, and service level goals down to 15-minute intervals if
- Metrics and reporting:
Ability to report and analyze all agent activities including their
schedule adherence and key performance indicators. Managers need to get
actionable insights through tools such as call center dashboards, Key
Performance Indicators (KPI) and real-time alerts.
Sometimes, spreadsheets for forecasting and scheduling seem to be just
fine. However, one of the biggest challenges in call centers -
maintaining schedule adherence - is very difficult or almost impossible
to manage using spreadsheets. In addition, there are other forecasting
and scheduling tasks that can be very challenging with spreadsheets and
might result in sup-optimal performance. And those tasks (listed below)
are often key drivers to make your call center more productive and
deliver better service to your customers. More...
There is no "right" service level for a call center. The service level
should be defined based on customer needs, behavior and expectation,
aligned with the business goals and objectives of your company. Also,
the service level is just one element that drives customer satisfaction
and positive business outcome. If you answer calls very quickly but
cannot address the customer issue, it might be worse than having
customers wait a bit longer and get their issues resolved in one call.
However, this post focuses on the service level component:
How is the service level calculated?
It is defined as the percentage of calls that get answered within a
specific time period. Example: 80% of calls should get answered within
20 seconds. More...
Scheduling contact center staff is the "art and science" of having the
right number of employees, with the right skills at the right times to
meet anticipated call volumes (and other communication channels such as
email, chat , social media). And all this has to happen with a targeted
service level and at minimal costs. Contact center forecasting and
scheduling is a critical task and poor planning and execution can have a
negative impact on revenues and cost, customer satisfaction and also
employees motivation. Key tasks of contact center scheduling include the
following activities: More...
Accurate forecasting is critical to successfully managing your call center. In order to meet call demand and avoid under- or over-staffing, you need methods that precisely predicts how many agents are needed to handle the center's call volume, and also methods that help you "re-calculate" if the the call volume fluctuates more than anticipated. Here are 5 considerations and methods that should help you improve forecast accuracy: More...
1. Focus on a more accurate forecast
Focus on forecast accuracy first to avoid under-staffing, minimize crisis situation, and constant shuffling around of agents! Try to get the best possible forecast baseline for your schedule:
- Identify historic and future call volume “driver” (special days, events, promotion, etc.)
- Run various forecast scenarios
- Include all customer service related activities into forecast (call and non-call)
- Include all communication channels (call, email, chat, etc.) More...
Fluctuation in call volumes throughout the day is still one of the key challenges in managing a call center. Common questions are: How to update the forecast, how to create a new schedule, and how to staff for this throughout the day? Is there a way to plan for this? Typically, there are two scenarios:
- There are events that the call center should have known about, but didn’t for various reasons (e.g. was not informed about a campaign, didn’t plan for the event, etc.). Most of the call volume related impact can be avoided through planning – see #1.
- There are events, mostly external driven , that cannot be planned for (e.g. sudden product issues, weather, catastrophes). Call volume fluctuations due to these external events cannot be planned for, however, constant monitoring and quick action can lower the impact on service levels and customer satisfaction – see #2. More...