Advanced Forecasting Methods for Your Call Center
The most critical and useful step in the workforce management process is forecasting. The more precise the forecast, the more likely a call center will be to avoid such issues as over-staffing or under-staffing, while providing consistent customer service.
Forecasts are subject to a wide array of variables and challenges, which places great demands on a workforce management system. When choosing a solution for your business, make sure to review the following capabilities that will improve the likelihood of optimized schedules. Detailed Data Analysis The system must use work history data to anticipate future call volume, agent requirements, average call handling time and other performance indicators, not just for a particular day but also for different times throughout that day. Flexibility The necessary data is gathered through analysis of call types and routing policies, but should provide updates throughout the day when new data suggests changes are necessary. Speed A workforce management system should quickly generate automatic forecasts for multiple call center sites based on their unique needs. Simulation The system should not just generate accurate forecasts, but analyze alternative scenarios based on changes in staffing or call volume. Managers can then run “what if” simulations that can help prepare the call center for such fluctuations. For more information, please check out these videos about call forecasting and Intra-day management.
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