Call Forecast

Author: CCa2z

Date: 6th November 2009

A call forecast is an estimation of the expected volume of calls an inbound call centre will receive.

Calls can be forecasted annually, monthly, weekly, daily and intra-day.

Calls will generally be forecasted based on historical trends, this will then be adjusted by taking account of the movement in the policy base and new products etc.

The ACD will be the source of historical data by any time period selected.

Workforce management (WFM) software is designed to forecast calls based on an ACD up-link.

Accurate call forecasting is key to correct staffing and scheduling.


Print this page

Share this
email this page to a friend print this page