UK and IrelandCall Forecasting
Welcome to the Call Forecasting subject, the available knowlege bank articles are displayed below.
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Average Handle Time (AHT)
Average Handle Time is the average processing time to deal with a call and is the total of Average Talk time and Average Wrap time. Average Tal… View
Call Forecast
A call forecast is an estimation of the expected volume of calls an inbound call centre will receive. Calls can be forecasted annually, monthly… View
Call Forecasting - Key Enablers
What do you need to take into account when considering call forecasts? View
Call Forecasting 1 - Historic Call Profile
Source Data An understanding of call volumes is key to forecasting staffing and budget requirements in any contact centre. It is nece… View
Call Forecasting 2 - Monthly Profile
Monthly Calls Annual calls start to have more meaning when a monthly breakdown is applied. In budgetary terms it allows for resourcing flexibil… View
Call Forecasting 3 - Weekly Profile
Weekly Calls Having considered the annual and monthly view, the next volume period to consider is weekly. In all periods, calls offered a… View
Call Forecasting 4 - Daily Profile
Daily Calls The next volume level and the key to real-time management is managing the daily call-flow. It is, therefore, necessary to und… View
Call Forecasting 5 - Intra-Day Profile
Intra-Day Time Segment Calls Having understood call volumes received throughout all periods from day to full year, it is then necessary to inte… View
Call Forecasting 7 - Forecasting with Percentages
Forecasting with Percentage Volumes If we establish that Monday represents 20% of the full weeks calls then we can apply this to any given volu… View
Call Forecasting 8 - Intra-Day Profile Tables
Creating Profile Tables Having established the daily call volume, this can be tabulated to represent the daily percentage. You will then be… View
Call Forecasting 9 - Establishing Workload and Handling Times
Establishing the Workload In previous steps we understood how to collect and collate usable call volume data and how to convert these into call… View
Index Factor
An index factor is used in call forecasting and is a multiplier applied to a call volume. It is used to weight a volume to deliver a call forec… View
Non-Demand Work
Non-demand work is a phrase which refers to workload which doesn't require an immediate response like telephone calls. Such work could be e… View
Shrinkage Absences
Do you allow for appropriate staff shrinkage in your centre? View
Time-based First Contact Resolution (FCR) Reporting Window
Time-based FCR relies on a rolling FCR window. This means that the initial enquiry is perceived to be a FCR but over a period of time the initial r… View