Call Forecasting 7 - Forecasting with Percentages

Author: CCa2z

Date: 3rd March 2013

Forecasting with Percentage Volumes

If we establish that Monday represents 20% of the full weeks calls then we can apply this to any given volume of calls to create a forecast.

Day

• If the forecast is for 10k calls next week
• Apply 20% to the forecast
• This gives a forecast for Monday of 2k calls

Intra-day

• If we then establish that Monday at 09:00-09:30 hrs may represent 1% of the week’s calls during the working window
  o Alternatively, this percentage instead of being a percent of the working window could be a percent of Monday’s calls
• Apply 1% to the 2k Monday call forecast
• This gives a forecast for 09:00-09:30 hrs of 20 calls

We then repeat this exercise for each day of the week and each 30-minute time segment.

 

 

Forecast Calls for Week

10,000

 

 

Monday %

Monday Forecast

Tuesday %

Tuesday Forecast

 

20%

2,000

17%

1700

09:00

1.0%

20

1.0%

17

09:30

1.2%

24

1.2%

20

10:00

 

 

 

 

10:30

 

 

 

 

Call Forecasting 6 - Call Profiles as Percentages

Call Forecasting 8 - Intra-Day Profile Tables


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