Call Forecasting - Key Enablers
Author: CCa2z
Date: 13th October 2004
There are a number of steps to consider when identifying staffing requirements. Listed below, are the key enablers you will need to consider.
CALL FORECASTING REQUIREMENTS
Collect Historic Call Volumes
Establish Average Handle Time (AHT) for Call Volumes
Select Service Level for Your Business
CALCULATE STAFF REQUIRED
Identify Current and Proposed Business Shrinkage Levels
RE-CALCULATE STAFF REQUIRED TO COVER STAFF SHRINKAGE
Identify Non- Demand Volumes
RE-CALCULATE STAFF REQUIRED TO COVER NON-DEMAND VOLUMES
Identify Seasonal and Business Impacts to Enhance Call Volumes
RE-CALCULATE STAFF REQUIRED TO MEET ENHANCED CALL VOLUMES
Produce Staff Schedules to Meet Call Forecasts
You can view as Microsoft Viso drawing by following this link Call Forecast Enablers - you can view Visio by following the instructions here.