Forecasting - Outbound Call Center

[Moni222]

Hello -

I have 10 years of Call Center Management experience, and have recently taken over many of the duties for Workforce Management for my organization. The focus and direction of our company has turned, and we have become a primarily outbound call center in which our registered nurses and LPNs make outbound phone calls based on our clients needs. Does anyone have any experience in forecasting and/or creating forecast models for outbound call centers? I have read and researched many of the concepts for staffing and forecasting, however I have not found much regarding staffing and forecasting for an outbound call center. Any advice on where I can begin would be greatly appreciated. Thank you in advance for your suggestions.

[JessieKat]

By "forecasting", do you mean developing an understanding of who your audience is? Generally, most OUT BOUND call centers will rely on the names and numbers of current/former customers for the product you're selling. If you're calling someone who hasn't tried this service, chances are it's someone who has data collected on them that relates to what you're selling. For example, if a company finds out that you've subscribed to "rolling stone" magazine or that you watch MTV (there are surveys that often ask these questions), you'll get related phone calls.

[gilgner]

I would suspect you are looking for a load base calculation or the respective measures to determine staffing?