How Accurate are your Call Volume Forecasts? | Workforce Management Blog

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How Accurate are your Call Volume Forecasts?

Posted: by: Chuck Ciarlo

When it comes to forecasting, past activity is always the best predictor of future activity, especially when broken down via workforce management data analysis into ever-smaller increments of time. This makes it easier to identify anomalies and prepare accordingly. 

The challenge, of course, is factoring in all of the variables to which forecasts are subject – it’s no wonder that creating consistently accurate contact center forecasts is both an art and a science. 

But with the right workforce management system, one capable of predicting future call volume and agent staffing needs, you have everything you need to make the tasks of forecasting and scheduling more accurate and more efficient. 

Here are some additional tips to get the most from your WFM solution. 

  • Detailed Data Analysis: Use work history data to anticipate future call volume, agent requirements, average call handling time and other performance indicators.
  • Flexibility: Gather necessary data through analysis of call types and routing policies, and review updates throughout the day so you’ll always know when changes are necessary.  
  • Testing: Generate and analyze alternative scenarios based on changes in staffing or call volume, so you can better anticipate issues before they arise.

When forecasting is done right, the result is the right number of agents at their desks, handling call volume without long wait times. For more tips on call forecasting, please also visit our blog post from last week.

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