Q
Problem solve Get help with specific problems with your technologies, process and projects.

Call center forecasting: How can we predict call volume?

In this expert resonse, Lori Bocklund gives tips for predicting call volume in a new call center.

We just started a new call center, and the numbers we forecasted were much higher than the actual call volume....

How can we readjust the numbers to be more accurate, and how often should we readjust them moving forward? I assume our call volume will increase.

Now that you have some real data on call volumes, I suggest you redo your forecasts based on the actual calls. Forecasting should then be an ongoing activity. The more variable the call volumes are by day/week/month and the faster they are changing, the more frequently you will want to reforecast. You will begin to see trends in both the call volume patterns and the volume increases and that will help you to be more accurate with your forecasts over time. You will also want to look at events and make sure you factor in how those are impacting call volumes. For example, if there has been some marketing activity to trigger calls, it may cause a bump in calling, and you'll need to analyze whether that will be ongoing.

This was last published in March 2008

Dig Deeper on Contact center management

Have a question for an expert?

Please add a title for your question

Get answers from a TechTarget expert on whatever's puzzling you.

You will be able to add details on the next page.

Start the conversation

Send me notifications when other members comment.

Please create a username to comment.

-ADS BY GOOGLE

SearchContentManagement

SearchUnifiedCommunications

SearchDataManagement

SearchEnterpriseAI

SearchERP

Close