Forecasting and Scheduling During the Holiday Season

So many companies rely on increased orders during the holiday season to make or break their annual sales goals. Thus, the call center plays a critical role in making certain each customer call is efficiently handled during these final weeks of the year. If that means adding agents or changing shift personnel, the time to start planning for these events is not in December, but right now. Proper planning and forecasting is the key to handling seasonal changes in call volume. This is much easier to do with Workforce Management software. Now, you can take advantage of “special day” forecasting/scheduling, leveraging call history data to forecast the future. Plus, you can run simulations based on this data and review the results, so they can be fine-tuned as necessary. Once generated, schedules should be easily accessible to all concerned parties so there’s never any confusion. Unfortunately, once schedules are set they are not immune to revision. Last minute changes are often unavoidable, but WFM should resolve any issues before they can impact performance.