Accurate forecasting is important to call centers because it allows you to more completely manage your staffing needs. A solid 30/60/90-day forecast will allow you to make sure you have the right people in the right places to handle your volumes in an efficient manner which will make your customer happy and will help your bottom line. In addition to ensuring near-term staffing is correct, a complete yearly forecast will also allow you to more efficiently determine your headcount requirement on a daily, weekly, month or quarterly basis which will also mean better planning for new hire classes or attrition backfill. While some revisions may be necessary based on unknown marketing efforts or last-minute events, Eventus has been able to provide forecast accuracy to one client with less than a 5% variance for 2017. Volume arrival interval level forecasting is also important because it tells you when you need staff, as well as where you can schedule off-line activities, trainings or meetings. Pulling agents from the phones at the optimal times will help to avoid unnecessary abandoned calls and call backs.
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