World Cup Forecasting and Contingencies !!!

Call Centre Helper Forum » Call Centre Management

(4 posts)

Hiya

I am after any advice or information that maybe available to view around forecasting volumes and call profiles for this summers world cup.

As I forecast within a 13 week period I am now moving into the 1st week of the tournament and although i do not anticipate a "spike" in volumes I do think that there will be a distinctive profile change when England are playing. Although a lot of our customers are not England supporters (.i.e. Scotland!!!) I still feel that there will be a spike prior to kick off a lull when the match is played and then another spike at full time.

Also has any sites ran an incentive around world cups for its staff as i also feel that it would be a great opportunity to build morale and possibly even a cost saving if the agents can be scheduled effectively.

Thanks

Posted 2 years ago

Coops

SJT,

We are at the same stage in our planning but have not reduced numbers within our plans. We aren't 24 hours so there's only 1 game where England are playing when we are open luckily!!

I think it's also linked to your customer base, we have not seen huge dips historically with sporting events compared to say Diana's funeral for example. May be due to our more mature (old) customers.

We have however got a very large projector to show all games to staff here.

We usually run incentives with each team in our centre picking teams from the tournament from a hat and decorating desks, dressing in the colours etc for a bit of a laugh. Doesnt't have to cost a load with prizes for best decorated team, winners of the tournament etc and adds competitiveness between teams. You do have to feel sorry for those that end up with some of the more obscure counties and it can cause increase in web usage as the research goes on...

Best of luck

Posted 2 years ago

JontyPearce

I have been asking around and the concensus seems to be that traffic numbers tend to drop off quite a lot around the time of a major match and don't pick up for a while. There does not appear to be a peak after the game.

The biggest problem is one of absence. You may find more than the usual number of people sick, partcularly the day after an England game (unless you live in Scotland).

Putting plasma screens in the call centre, so that people can still see the game seems to help.

Posted 2 years ago

SJT

Thanks for the replay Jonty , really apprecaite your insight around this and the sickness heads up is one we will certainly plan for !!!!