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A Three Point Plan for a Better Healthcare Contact Center Forecast

Posted: by: Chuck Ciarlo

Customer service at medical contact centers is often determined by forecasting, and forecasting is often determined by data. With a workforce management (WFM) solution you are on your way to better forecasts. But are you making the most of the information at your disposal? Here is a short three-point checklist that will help. 

1. The Holistic Approach

Sometimes in medicine a holistic approach is favored in patient care. The same can be said for a healthier medical contact center. Numbers, whether they are good or bad, do not happen in a vacuum. While it can be helpful to analyze different KPIs individually, it is better to review them in tandem as well, while also taking a closer look at the conditions under which they are generated. 

Of course you should review average handle time (AHT) and call volume, but you should also determine how one impacts the other. Is AHT better in the morning than overnight? Is that just a result of less calls coming in? Perhaps, but you may also have fewer agents working in the wee hours as well, so the answer may not be that simple. Maybe your night-shifters are dealing with lonely folks looking for someone to talk to after midnight – or maybe they need a little more training.

2. Timing is Everything

Review monthly and weekly service levels, but understand that within those longer time periods there are a thousand variables that influence how the numbers worked out. To gain more insight, shorten the timespan to as little as 30 minutes – perhaps even 15 minutes for a busy contact center or for peak calling periods. You’ll receive a more accurate view of what you’re doing right and what needs work. 

3. Who is Messing With Our Numbers?

Sometimes the reasons your forecasts miss the mark have nothing to do with internal operations. You can adjust your staffing and shift numbers, but in a larger organization you have no control over when marketing announces a 24-hour sale, or how customer-billing cycles (that trigger billing inquiries) are structured. 

Improved communication between departments can make it easier for contact center managers to anticipate the effect of such anomalies, and adjust accordingly. The WFM system will do most of the work for you, as long as you have the data in time to act upon it. 


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