Contact Center Solutions Featured Article

Successful Contact Centers Track Forecast Accuracy at Frequent Intervals

November 14, 2012

While many call centers spend a lot of time and effort building schedules and forecasting using the latest solutions and apps, fewer do the work required after the forecast is created and the day is over: tracking that forecast’s accuracy after-the-fact. The best forecast in the world is worth very little if it doesn’t actually help the contact center run smoothly and keep customers happy by ensuring that the right amount of resources are available to meet call and multimedia traffic. In other words: it’s about ensuring the right resources are available at the right time for the right customers.

Forecast accuracy is an equation that measures the percent variance between the number of calls (or chats) predicted to arrive during a given period and the number of contacts that the contact center actually receives during that time, wrote Knowlagent’s Greg Levin in a recent blog post. (Levin notes that you’ll sometimes hear forecast accuracy described as “forecasted contact load vs. actual contact load.)

Most contact center managers who measure this metric consider a five percent variance to be acceptable, writes Levin. Naturally, they strive to do even better – that is, try to achieve a lower percentage variance – but a five percent variance is generally good enough to keep senior management and customers from trying to hurt them.

When contact centers do track forecast accuracy, they often do it over too long a time period for it to be of much value. Determining how accurate your forecasts were for the year won’t really help you (though the numbers might be interesting to know). You need to know where you’re succeeding and where you’re failing to a very specific degree. Levin recommends tracking forecast accuracy by half-hour intervals, noting that this interval-level tracking can provide you with a much clearer view of how badly your contact center botched the forecast…or how well you succeeded.

Read Levin’s full blog post here.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Providing Proactive Customer Care Needs to be in Your Plans

We have all experienced it. There is a website, or increasingly an application, that is mission critical to us either personally or professionally, that is inaccessible. Amazingly, it is always precisely when we need it. We go the provider's website and there is no news as to why there is a problem. Their Twitter and Facebook pages say nothing. However, they do contain postings from other disgruntled users. Interestingly and disturbingly the company that constantly bombards us with (I will be ki… [ Read More ]
04/24/2014

Enghouse Announces the Release of Contact Center: Enterprise Version 9.0

Enghouse Interactive recently unveiled the latest version of its flagship Contact Center: Enterprise product. [ Read More ]
04/24/2014

Frontier Communications Opens Customer Service Center in Provo, Utah

New customer service center in Provo Utah to support Frontier Secure business unit. [ Read More ]
04/23/2014

Stratus Video Interpreting Solution Reduces Language Barriers

Stratus Video Interpreting solution helps healthcare providers overcome language barriers in critical care situations. [ Read More ]
04/23/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!