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Only 1% of Contact Centres Use Specialist Forecasting Software

Published On: 21st Jul 2014 10:10

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

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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Only 1% of Contact Centres Use Specialist Forecasting Software

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