Only 1% of Contact Centres Use Specialist Forecasting Software


According to our poll, only one in every hundred contact centres utilise specialist forecasting software.

Instead, most other contact centres use either Excel (68%) or WFM software (49%), with some using a combination of the two.

Another option that a quarter of our survey participants use is to manually forecast, whilst 2% admitted that they are not sure how their contact centre does so.

Poll – “What method do you use to forecast” – answers

  • WFM software – 49%
  • Specialist Forecasting Software – 1%
  • Excel – 68%
  • Manual forecast – 25%
  • Not sure – 2%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper webinar: Forecasting Masterclass   Sample size – 182    Date: May 2014

Published On: 21st Jul 2014 - Last modified: 18th Sep 2019
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