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.
2. Run Scenarios Based on Data
With workforce management a call center manager does not have to wait
for something to happen to gauge the effectiveness of call center
response. Staffing and service levels can be analyzed ahead of time by
creating a what-if scenario. Typical scenarios would include the start
of a new advertising campaign that will increase call volume, a discount
on a key product line, or a turnover in personnel that results in a
higher number of less experienced agents on the same shift.
3. Leverage Past Events
How did the opening of a new retail location affect call volume to the
call center? How did call patterns change during the holiday season? By
reviewing past events, a call center can be better prepared for future
occurrences, and adjust accordingly. This data can also impact long-term
strategies for planning, budgeting and recruitment.
4. Leverage Real-Time Data
Every call to a call center is a forecasting tool. Real-time analysis of
individual calls and calls handled within an hour, a day, etc. can lead
to adjustments on the fly and more accurate forecasting in the days and
weeks to come. Among the most important measurements here are the speed
with which calls are answered, average call-handling times, percentage
of calls abandoned, and number of interactions on hold.
5. Multi-Channel Forecasting
Customer communication is not handled only through a telephone anymore.
With the introduction of multi-channel environments (email, fax,
Internet), customers now have a wide range of options, and an equally
wide range of expectations in how a company responds to their needs.
While this makes forecasting more complex, it is a necessity for any
workforce management solution to incorporate multi-channel capabilities.
This makes it easier to discover, for example, how many customer
engagements are now handled via email, how that impacts call volume to a
call center, and how that center should adjust to meet its service
To learn more, you can also watch one of our forecasting and scheduling videos in our new demo center.