Volume Forecasting Critical to Call Center Success

Proper call volume forecasting is a critical factor in the success of today’s call centers, according to Rich Kosiba, founder of Bay Bridge Decision Technologies.

Kosiba, who spoke during a recent Webinar, said that as little as a 5 percent error in call volume forecasting could lead to as much as a 74 percent decline in service levels. The problem, according to Kosiba, is that if the call center forecasts for fewer calls than it receives, it will reduce the staff as a result. If the call volume is significantly greater than expected, it means much longer on-hold times, fewer first call resolutions and dissatisfied customers – hence the decrease in service levels.

Kosiba recommended that call center executives review their forecasting and staffing levels to provide better performance not only in customer service, but also in the call center’s own financial returns. A solid historical analysis of call center volume, staffing and performance – for example, on hold times and customer satisfaction – can result in better staffing decisions in the future. Still, some unforeseen blips will occur in staffing and forecasting, said Kosiba.

The careful review of staffing needs and volume can minimize those blips while also helping call center executives determine if they should pay overtime to current staff, add staff (meaning additional training costs), outsource some non-core competencies, have additional training for current staff and make other business decisions, Kosiba said.

The June 11 Webinar covered "Bridging the Forecasting Gap: How Forecasting the Right Things, Using the Right Forecast Metrics, and Using the Right Planning Process Will Improve Your Contact Center."