Forecasting Accuracy?

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Contact Centre Manager

Eckoh UK Ltd

Forecasting Accuracy?
Hello all,

I need to include a reputable source for a benchmark of forecasting accuracy in a presentation I'm delivering on Monday. Does anyone know of any reputable sources of a benchmark that I can reference and where to find this? I can't find that this exists so far. It doesn't necessarily need to be a benchmark, it might just be an industry average for example.

Thanks in advance!


Call Centre Helper

10% Forecast Accuracy is common
According to some research that we have recently done - Most of the industry professionals that we surveyed (55.8%) reported that their contact centre forecasts had a 10% accuracy, or better, of real contact volumes over the past month. See page 33 of

This article also shows how to calculate it

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