September 7, 2022

How to Forecast Call Center Volumes

Share this story

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.

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.

Forecasting call center volumes is important because it allows businesses to staff their centers effectively.

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.

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

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. 

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.

Keep Up-To-Date on the Latest Contact Center News

Subscribe to our newsletter and stay current on all the latest technological advances in the contact center space.

About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

You May Also Like

PBX Software Pitfalls

PBX Software Pitfalls

Most companies understand the necessity of a PBX phone system within their business walls. Both the onsite and virtual PBX system setups give companies access to multiple beneficial features such as the ability to use several phone lines at once, numerous voicemail inboxes, and low to no-cost long distance.

read more