Five Tips to Help Achieve More Accurate Call Center Forecasts

Accurate forecasts produce accurate schedules. But what is the secret formula to generate forecasts that are consistently on the money?

It starts with an automated workforce management solution that delivers the necessary historical data. If that sometimes isn’t enough, here are 5 additional tips for utilizing WFM in forecasting.

1. Select More Weeks of Historical Data.

Use the WFM system to generate additional historical data, which should more accurately average out handle times and return a more even distribution of calls when things get too “spiky.”

2. Make Granular Edits to Call Volume

After viewing a forecast, edit call volumes by queue and by interval.  This can be especially useful if you’re changing hours of operation or just need to edit smaller ranges of data.

3. Override Agent Numbers

After viewing a forecast, use WFM to override the required number of agents, or adjusted agents, for times when you wish to reduce the degree of variance from one interval to the next.

4. Adjust Total Day Changes

Use the Total Day changes to deliver more sweeping changes to call totals, AHT, service levels, abandon targets, and staffing numbers.

5. Edit Current Day Forecasts

Use intra-day functionality to edit the current day’s forecast, so it matches the current trends of collected data for today.

These steps would be difficult, if not impossible, with spreadsheets or a home-grown system. If you are ready to step up to a Workforce Management solution, make it sure it has the functionality to accomplish all of these objectives and more. To learn more, we invite you watch any of the foreasting and scheduling videos on our website.

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