Almost Half of Contact Centres Still Forecast Contact Volumes Manually Related Articles How to Forecast Demand in the Contact Centre How to Forecast With Limited Data The Latest Techniques for Call Centre Forecasting Half of Contact Centres Manually Forecast Digital Channels 915 Filed under - Contact Centre Research, Forecasting, Polls 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 Published On: 27th May 2016 - Last modified: 25th Oct 2021 Read more about - Contact Centre Research, Forecasting, Polls Recommended Articles How to Forecast Demand in the Contact Centre How to Forecast With Limited Data The Latest Techniques for Call Centre Forecasting Half of Contact Centres Manually Forecast Digital Channels 1 Comment I’d be keen to understand why ARIMA and Holt Winters are not being used. We built a forecast based on Holt Winters, and it works very well for us. I’d also love to see some of the “home grown” algorithms used. Peter H 20 Jun at 11:53 Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter