When forecasting demand for calls, was wondering whether the forecast is adjusted on a daily basis to reflect any operational or external factors. Say we were expecting some bad weather, should this mean that the daily forecast should be changed , if so how will this reflect on the monthly or quarterly forecast, as the cumulative daily forecast would not add up to the monthly forecast ?
Forecasting
Call Centre Helper Forum » Call Centre Management
(3 posts)
Hi
We have a very small call centre and I do a weekly schedule for my staff indicating their lunch hours and time that they should spend on other tasks, which allows them to get out of the hunt line and focus on the other tasks. To do this I use the highest of the average calls received for the year or over a 5 week period. If you are in a business seasonable or influenced by other factors you should always take in account these factors and over a period of time make note of the event (weather) that occurred and how it affected your business.
Posted 1 year ago
Hi
The difficulty is not reforecasting, but what do you do when the reforecast tells you that you need 10 extra staff this afternoon? All forecasts knock on to those at a higher level but the problem is reacting to them!
Posted 1 year ago
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