![]() ![]() However, incoming call volumes could spike unexpectedly or agents might call in sick, so you will have to plan workforce needs on a more regular basis. If your goal is to plan long-term resource needs, then an annual forecast is best. ![]() ![]() Workload forecasting is the process of predicting anticipated work and allocating tasks to agents depending on experience, skills, and capabilities.įor an accurate forecast, there are some metrics you need to consider: Duration of your forecast You can achieve this through the following techniques: Workload forecasting How to increase call center forecast accuracyĬall center forecasting helps managers align demand and supply, optimizing cost and profit performance.This article will explain call center forecasting fundamentals and how you can increase forecasting accuracy. It also helps organizations to avoid financial losses. Īccurate forecasting optimizes productivity and ensures contact centers have the right number of agents to deal with contact volume. To increase forecast accuracy, use Excel and Workforce Management software. Call center forecasting is a set of practices that aims to determine the contact volume and number of agents needed to handle that contact volume over a set period of time. ![]()
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