Almost Half of Contact Centres Still Forecast Contact Volumes Manually

985

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, ,

Follow Us on LinkedIn

Recommended Articles

How to Forecast With Limited Data
A picture of a someone forecasting
How to Forecast Demand in the Contact Centre
The Top Call Centre Forecasting Models
How are Digital Channels Managed with Your WFM Solution?
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