I work in an inbound call centre and am responsible for producing forecasts to enable our call centre to reach a benchmark of 90/10. Recently I have been wondering the best way to produce our forecast. At this point it is created based over the previous 6 weeks of data (call volumes and AHT) an average is produced and published 6 weeks in advance, for instance if I produced a forecast today it would be published for early Sept. This can be problematic as the calls that we receive vary based on the seasons. We manually adjust staffing numbers based on any exceptions (public holidays, special events etc) but thats about it.
SO my question is, is there a better way? I have been thinking recently that perhaps a better alternative is looking at the previous years data and adding the % increase of calls and AHT for the year?