Contact Centre Research

Almost Half of Contact Centres Still Forecast Contact Volumes Manually

Graph showing responses to method of forecasting contact volumes

Published On: 27th May 2016 08:00

According to the results from our poll, 49% of contact centres still use manual methods of forecasting contact volumes. In addition, there remains a large percentage, 31%, of contact centres that use home grown algorithms.

It also appears that the use of specialist models, such as ARIMA and Holt Winners, is low with just a combined 5% using either.

Poll – “What method of Forecasting Contact Volumes do you use?” – answers

Manual – 49%
Home grown algorithm – 31%
Matching trends by eye – 15%
ARIMA – 3%
Holt Winters – 2%

Source: Call Centre Helper Webinar Poll – Webinar: Excel Masterclass – Designing a Better Forecasting Spreadsheet Sample size – 251 Date: April 2016

We have a Monthly Forecasting Excel Spreadsheet Template you might want to try

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

Connect with Megan on LinkedIn

Almost Half of Contact Centres Still Forecast Contact Volumes Manually

Topics:

Your Next Read