Friday, February 8, 2013

5 Tips for More Accurate Call Center Forecasting


call center forecasting methods and tools
Call Center Forecasting Tools and Methods
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 goals.

To learn more, you can also watch one of our forecasting and scheduling videos in our new demo center.