Is there a calculation that can be used for forecasting to take into account redials?
We experienced some very high abandon rates last year, so when using presented calls for forecasting, I want to make an adjustment to take into account redials.
Forecasting Advice Needed
Call Centre Helper Forum » Call Centre Management
(2 posts)
Louisa, you need to calculate your true demand, which is a little tricky. You need to perform regression analysis, plotting your calls offered against your abandoned rate. By doing this on a scatter graph, you can formularise the relationship and calculate the calls offered at any given abandon%.
Some larger companies now are looking for forecast their true demand to fully understand the cost of failure (abandonment)
Hope this helps
Posted 12 months ago
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