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.
1. Analyze call history
Very few events in a call center are completely unique. Whatever is happening this week or next week has happened before, and by using 1-2 years of call history, it is easier to anticipate the impact of an approaching event, based on what happened when a similar event occurred previously.
2. Run scenarios
Forecasting simulations based on 2-3 potential outcomes can help managers analyze routing policies and incoming call volume. That leads to more accurate forecasts and schedules.
3. Include all activities
Call-related activities are the primary data source, and it’s important to get a handle on incoming call load, average handle time, etc. But non-call related activities such as breaks, training sessions and meetings must also be considered – something that is much easier to do with an automated system (as opposed to spreadsheets).
4. Track internal and external events.
You know about the big sale coming up, and what that is likely to do to call volume. You can see the holiday approaching on the calendar and can foresee its impact by what happened last year. But there are other factors that will be unique to the day for which you are forecasting and scheduling. For instance, if the weather is supposed to be bad more customers might shop from home, which would require more call center resources.
5. Stay flexible
The more rigid the schedule, the more likely it will fall short of expectations. Built-in flexibility allows managers to be prepared for unforeseen fluctuations.