Lack of Historical Data/Forecasting

[ejs810]

I have just started at an in house healthcare call center (scheduling/call triage). It has not been managed as a call center, and I am working to implement processes that help efficiency and cost. One area that I am having issues with is call forecasting. They only have volume/call data one year back (March 2008), and I am not sure how to build a forecasting model with no historical data. I am learning forecasting on my own, my past positions have all been involved in outsourced sites, not in house, so all data was provided to me. Any help/suggestions on how to build processes such as forecasting models with no historical data would be helpful!

[LindaH]

When data is not available you start with what you have, especially in a new call center. If you have a year's worth of data that is a start. As you go along you will begin to notice the trends, by week, day, hour, etc. and then you will be able to make adjustments to future forecasts. A forecast is just that and is subject to change based on current situations.

Linda