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 to 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. Data—from historical to real-time—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 17 hours ago
It's crucial to meet your customers' expectations, but sometimes unforeseen circumstances can get in the way.

Here's a quick guide on how to handle those challenging moments and come out stronger with our #CustomerSupport strategy: https://buff.ly/42JjRZa

----------
Let's turn mishaps into opportunities: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #CX #CSat
Open Access BPO 19 hours ago
If you think it has become harder to make your customers happy these past couple of decades, you're right.

Here are the 5 reasons why making customers happy—and keeping them that way—has become an even more demanding task: https://buff.ly/49c1dvz

----------
Start improving your customer retention and brand loyalty: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CX #CustomerExperience
Open Access BPO 4 days ago
#Ecommerce fraud poses a rising concern, exacerbated by the fact that numerous companies struggle with effective #fraudprevention measures.

To address this challenge, outsourcing firms provide specialized content-focused fraud protection services.

Read more: https://buff.ly/48p9if8

----------
For secure outsourcing solution that protects your data: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InformationSecurity
#EcommerceFraud #InfoSec
Open Access BPO 4 days ago
Companies can survive from an onslaught of business disasters, but once employees quit in droves, it can be difficult to recover.

𝗛𝗲𝗿𝗲 𝗮𝗿𝗲 𝘁𝗵𝗲 𝘁𝗼𝗽 𝟱 𝗶𝘀𝘀𝘂𝗲𝘀 𝘁𝗵𝗮𝘁 𝗰𝗮𝗻 𝗳𝗼𝗿𝗰𝗲 #𝗖𝗮𝗹𝗹𝗖𝗲𝗻𝘁𝗲𝗿 𝗮𝗴𝗲𝗻𝘁𝘀 𝘁𝗼 𝗾𝘂𝗶𝘁 𝗳𝗼𝗿 𝗴𝗼𝗼𝗱: https://buff.ly/48zIGs9

----------
For flexible #outsourcing solutions to match your operational goals, schedules, and budgets: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#EmployeeManagement
Open Access BPO 6 days ago
Studies show that strong workplace cultures prompt 4x increase in revenue growth and annual returns in many companies.

What's your partner #CallCenter's culture and how can you tweak it to drive up #productivity and #EmployeeEngagement? | https://buff.ly/49updd0

----------
Grow with an #outsourcing firm that thrives in its diverse work culture. Grow with us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO 6 days ago
𝗪𝗲𝗯𝘀𝗶𝘁𝗲𝘀 𝘄𝗶𝘁𝗵 𝗮 𝗹𝗮𝗿𝗴𝗲 𝘂𝘀𝗲𝗿 𝗯𝗮𝘀𝗲 𝗮𝗿𝗲 𝗶𝗻 𝗴𝗿𝗲𝗮𝘁 𝗱𝗮𝗻𝗴𝗲𝗿 𝗼𝗳 𝗯𝗲𝗶𝗻𝗴 𝘁𝗮𝗿𝗴𝗲𝘁𝗲𝗱 𝗯𝘆 𝗰𝘆𝗯𝗲𝗿𝗰𝗿𝗶𝗺𝗲𝘀 𝗮𝗻𝗱 𝗳𝗿𝗮𝘂𝗱.

Picture this: a single fake user review gains traction and suddenly your brand's reputation takes a nosedive.

That's where 𝗳𝗿𝗮𝘂𝗱 𝗱𝗲𝘁𝗲𝗰𝘁𝗶𝗼𝗻 comes in. Its mission? To make sure the stuff users post on your site is legit. There are two common ways to keep your online community squeaky clean:

• 𝗖𝗼𝗻𝘁𝗲𝗻𝘁 𝗩𝗲𝗿𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻
This means double-checking the authenticity of what users share.

• 𝗦𝗼𝗰𝗶𝗮𝗹 𝗠𝗲𝗱𝗶𝗮 𝗣𝗿𝗼𝘁𝗲𝗰𝘁𝗶𝗼𝗻
Shielding your site from shady social media activity.

By keeping fraud at bay, you're not just protecting your website, you're also safeguarding your brand from those who'd love to tarnish it. Plus, you're giving your visitors the real deal – no fakes allowed!

𝐻𝑜𝑤 𝑒𝑙𝑠𝑒 𝑑𝑜𝑒𝑠 𝑦𝑜𝑢𝑟 𝑏𝑢𝑠𝑖𝑛𝑒𝑠𝑠 𝑝𝑟𝑜𝑡𝑒𝑐𝑡 𝑦𝑜𝑢𝑟 𝑤𝑒𝑏𝑠𝑖𝑡𝑒 𝑣𝑖𝑠𝑖𝑡𝑜𝑟𝑠?

Read more: https://buff.ly/3I0DfaQ

----------
For secure #CallCenter solutions that protect you and your customers data: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO