Forecasting Call Center Workload

[geraldine]

I manage a 40-seat call center which operates on a 24x7 basis. I need tips on how to properly forecast call volume. Any tips/suggestions?

[JoeB]

Geraldine,

Forecasting call volume is a complicated task that is driven by the specifics of the business: type of support, product characteristics, installed base, customer expectations and many others. In many cases the task involves analytical (forecasting) methods and empirical measurements.

If you want to post here or email me directly (jbarkai@DiagnosticStrategies.com) more information about your business environment IÂ’ll recommend an approach.


Joe

[thetuan]

I can help you get started - question for you, how much call volume historical information do you have? The more you have going back, the better your forecasting will be.

Please reply at thetuan@aol.com

Thanks