Contact centers are a vital part of many businesses. They enable customer support, sales, and other important services. In order to run a contact center effectively, it’s important to forecast call volumes. This will help you ensure that you have enough staff on hand to handle the expected number of calls. In this blog post, we dive into how to forecast call center volumes using workforce management software.
Table of contents
What does forecasting call center volumes mean?
Forecasting call center volumes means estimating the number of calls that your center will receive in a given period of time. This is important because it allows you to staff your center appropriately. If you don’t forecast call volumes, you may end up either overstaffing or understaffing your center. Which means that you’re most likely losing time or money.
Why forecast call center volumes?
Forecasting call center volumes is important because it allows businesses to staff their centers effectively. This ensures that customers can get the support they need in a timely manner. It also helps to avoid overstaffing, which can lead to wasted resources. Forecasting call center volumes is a vital part of workforce management.
What is workforce management?
Workforce management (WFM) is the way in which companies strategically allocate people and resources, track attendance and comply with constantly changing workplace laws and regulations. Ultimately, the goals of WFM are to optimize productivity and reduce risk.
Workforce management software is a tool that helps businesses achieve the above. This type of software can be used to track employee schedules, time off, shift patterns, and call center volumes. It can also be used to create forecasts for future call volume trends.
How to forecast call centers
Forecasting call volumes can be done using workforce management software. WFM software tracks historical data, such as the number of calls received in a certain period of time. The software then uses this data to predict future call volumes. The key here is to collect as much quality data as possible. The more accurate data you have, the better your forecasting will be.
Finding the right data
Like we mentioned, having the right data is important. It’s the first step in forecasting center volumes. This data can be found in a number of different places. Let’s dive into the two most popular data sources for call volume forecasting.
Source #1. Use historical data
There are a few different ways to forecast call center volumes. One way is to use historical data. This data can be collected from workforce management software. WFM software tracks the number of calls that have been received in a certain period of time, which can be used to predict future call volumes.
It also tracks:
- Previous call records
- Staffing levels
- Call patterns
- Customer trends
These metrics help to accurately forecast call center volumes.
Source #2. Tap into market trends
from research reports or surveys. Contact centers use this type of data to predict how the number of calls will change in the future.
Once you collect the right data, you can begin to create forecasts for future call center volumes. WFM software can do this for you, or you can do it manually.
The benefits of WFM software
There are many benefits of using workforce management software. A few in include:
- Can be used to create forecasts for future call volume
- Reduces the amount of time needed to create forecasts
- Allows businesses to track employee schedules, time off, and shift patterns
- Helps to ensure operations accuracy
A few things to keep in mind when choosing WFM software:
- The software should be able to handle the volume of calls that you receive.
- It should have a user-friendly interface.
- It should be able to integrate with your current systems.
The bottom line
Forecasting call center volumes is a vital part of workforce management. It allows businesses to staff their centers effectively, improving customer satisfaction and avoiding overstaffing. Workforce management software can be used to collect data and predict future call volumes. By using this software, businesses can improve their forecasting accuracy and make sure that they have the right number of staff members on hand to handle the expected call volume.