Maximize Your Call Center Workforce Through Forecasting Accuracy

James Glenn Gomez Published on September 4, 2017 Last updated on December 15, 2020

The ability to adjust your workforce accordingly is key toย an efficient and effective call center.

call center business team brainstorming writing white board

Call centers can be tough to manage. There are some days that the workload becomes too cumbersome, such as during peak seasons. Then, there are days when it can get too light and boring like during downtimes. And by predicting the volume of incoming customer calls, your workforce becomes more manageable.

In the call center industry, forecasting accuracy is a performance metric that estimates the coming workload that your agents will face in a set period of time to improve your operational efficiency. This metric calculates the variance between the number of calls predicted for a time and the number of actual calls received in the said period. Such calculations can be done either through algorithms, spreadsheet programs or through workforce management systems.

Why Adhere to Forecasting Accuracy?

It may sound prophetic because of the varying work volume a call center faces every day, but workload can be forecasted as accurately as possible by taking advantage of data. Dataโ€”from historical to real-timeโ€”can be used to run scenarios and create workload estimation. Simulations can be done to predict when your call center will likely get swamped with customers, and thus your workforce management analysts team can schedule appropriately.

call center manager looking at multiple post it notes in office

Adhering to forecasting accuracy lets you anticipate and prepare for the worst. You can adjust your call center’s workforce and properly accommodate customers based on predicted demands. This also helps in maximizing your workforce and minimizing the effects of shrinkage on your call center.

The Challenges of Forecasting

Of course, every metric has its own set of problems. For example, there’s the uncertainty of the future. An overloaded customer service team is still possible due to unexpected issues. Discount store Target learned this the hard way when a massive data security breach occurred in their systems back in 2013, which exposed up to 40 million shoppers. The pile of frustrated customers overwhelmed their call centers and servers.

Getting the forecast wrong is also another issue. If you botch it, you may over- or understaff your call center. The former increases your operational costs greatly. The latter, on the other hand, overworks your employees, which can burn them out if left unchecked. With a small staff and a higher load, you also lengthen the waiting times, which will further infuriate your customers.

Factors That Can Help in Forecasting

There are numerous factors you can consider when anticipating call volume. To better manage your team s workload, you can make your predictions more accurate by taking note of these:

  • Holidays, day of the month, or day of the week
  • Average handle times of calls
  • Abandon rates
  • Yearly trends

smiling customer service specialist speaking to customer in call center

You can use reporting tools to make a graph for all your forecasts. Graphs will make your analysis easier to read than when statistics are presented on a table.

Forecasting accuracy remains a valuable metric to determine the challenges your call center will face ahead. It allows you to take advantage of your call center’s data streams to manage your teams and distribute the workload accordingly, paving the way for an efficient operational output. Simply put, you use the past and the present to be ready for the future, however volatile it may be.

Still unsure about how accurate forecasting can help your brand? Open Access BPO’s in-house workforce teams paired with our experience in 24/7 call center solutions make us a great choice for your brand. Let’s get started!

Join us on facebook
Open Access BPO Yesterday
Gaining a leg up on the global competition means so much more than speaking your customer's langauage.

Understand their culture and you stand to capture the international market: https://buff.ly/3W2ODcL

----------
Outsource with a #MultilingualCallCenter that will help you establish a strong foothold in your global markets: https://buff.ly/4bDl6Mj

#WeSpeakYourLanguage
Open Access BPO Yesterday
Open Access BPO hosted a successful #Pride celebration, fostering a spirit of #inclusivity and community.
Attendees enjoyed a lively atmosphere with video showcases, band performances, and a drag queen showcase.

The event highlighted our commitment to #diversity and inclusion within the workplace.

๐—›๐—ฒ๐—ฎ๐—ฑ ๐˜๐—ผ ๐—ผ๐˜‚๐—ฟ ๐—ฏ๐—น๐—ผ๐—ด ๐—ณ๐—ผ๐—ฟ ๐—ฎ ๐—ณ๐˜‚๐—น๐—น ๐—ฟ๐—ฒ๐—ฐ๐—ฎ๐—ฝ ๐—ผ๐—ณ ๐˜๐—ต๐—ฒ ๐—ฒ๐—ฝ๐—ถ๐—ฐ ๐—ฐ๐—ฒ๐—น๐—ฒ๐—ฏ๐—ฟ๐—ฎ๐˜๐—ถ๐—ผ๐—ป: https://buff.ly/4cXfjSS

----------
Open Access BPO is a dedicated employee-centric #outsourcing firm that champions a culture of respect and appreciation for all, regardless of background or identity.

Outsource to gain a #CX team and a strategic employee-centric operations management without losing your focus on growing your business.
Partner with us today: https://buff.ly/4cWE95y

#WeSpeakYourLanguage
#OneWithDiversity #PrideMonth
#Pride2024 #CelebratePride
#OABPOSpeaksWithPride
Open Access BPO 3 days ago
You need skilled and creative #CustomerService agents to wow your customers.
But #hiring the right people to engage with your consumers can be difficult for many brands.

Here's how to tweak your #recruitment strategies to get the best #CX experts: https://buff.ly/3zJNPSn

----------
Or you can outsource to Open Access BPO and we'll do the recruitment and training for you.

Send us a message today to set up your own team of #CX specialists: https://buff.ly/3VZNHG3

#WeSpeakYourLanguage
#outsourcing #CSat
#CustomerExperience
Open Access BPO 4 days ago
Aside from the different accents, Americans and Britons have different attitudes when talking to #CallCenter agents.

Here's what agents have to know about both types of English-speaking Westerners when providing #CustomerService: https://buff.ly/3WdNKPW

----------
Anticipate and exceed your global customers' demands with a multilingual #CX expert: https://buff.ly/3WbhEnR

#WeSpeakYourLanguage
#CustomerExperience #CX
Open Access BPO 4 days ago
Great #CallCenter agents rely on strong Team Leaders for guidance and motivation. But even the best intentions can be overshadowed by negative leadership habits.

Check out our blog post for ๐˜๐—ต๐—ฒ ๐—บ๐—ผ๐˜€๐˜ ๐—ฐ๐—ผ๐—บ๐—บ๐—ผ๐—ป ๐—ฝ๐—ถ๐˜๐—ณ๐—ฎ๐—น๐—น๐˜€ ๐˜๐—ต๐—ฎ๐˜ ๐—ฐ๐—ฎ๐—ป ๐˜€๐—ฎ๐—ฏ๐—ผ๐˜๐—ฎ๐—ด๐—ฒ ๐˜†๐—ผ๐˜‚๐—ฟ ๐—น๐—ฒ๐—ฎ๐—ฑ๐—ฒ๐—ฟ๐˜€๐—ต๐—ถ๐—ฝ (plus insider tips for becoming a stellar leader who inspires your team and drives results!): https://buff.ly/4eWMurQ

----------
Ready to man your brand's with the premier #CX team?

Find great call center agents and leaders to help manage your brand's growth when you partner with Open Access BPO: https://buff.ly/3WdMbBy

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
#CallCenterManagement #ContactCenters
#CallCenterLeadership #LeadershipQualities
#EmployeEmpowerment
Open Access BPO 8 days ago
Open Access BPO Makati picked up where our Davao colleagues left off in #PrideMonth celebrations.

Here are some of the highlights in last Friday's Pride Party at The Enderun Tent: https://buff.ly/4cHNoa9
Open Access BPO