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Good planning in managing the contact center is reflected by the achievement of the parameter / contact center metrics align with customer satisfaction goal.

Forecasting is one key factor that is essential in contact center planning and will have huge impact to anticipate demand in contact center

Forecasting will be a trigger to management decision :

  1. Human resources needs.
  2. System- Technology Infrastructure needs
  3. Workspace needs.

And absolutely those 3 items would trigger contact center cost.

Forecast Accuracy is one of the metric to measure how good forecast is being made, lower gap between forecast and actual would be good because the major cost incurred in the contact center can be better controlled and well-monitored.

Also as many experiences says, cost from the human resources in the contact center will get on  60% approximately of the total spend in contact center, it is very neccessary to manage it.

Basic of doing Forecasting

  1. Target of Service Level
  2. Volume based on data based on historical or projection
  3. Average Handling Time
  4. Shrinkage factor

Some analysis of the forecasting basic techniques that can be used:

A. Historical Trend Calls Approach.
The approach uses historical references Trend Calls can be accurate if the contact center and the industry is stable and does not have fluctuate condition. Using this approach can be more concise in the process, but the result will be flat and susceptible to change.

B. Projection Approach
It is suitable for industries that are dynamic and frequently changing trends. This approach will consider the highly dynamic from several sides that exist in the company, for example the rapid increasing the number of customers/subscribers, number of products campaign, etc. Good communication with others department is one of the keys that should be established if this approach will be taken.

C. The combination of Historical Trends and Projections Calls
It is a comprehensive approach. By looking at both sides, then the forecasting accuracy will be better. However, it must be supported by good forecaster to combine and gather information, plan, and historical trend record.

With all of those 3 approaches, then good record of event or detail information during actual condition is needed in strong way. Good forecaster will have good notes of every single of information that impacted to the contact center operation. Neat, structured and complete record will support the jobs.

 Nowadays, there are severals applications to help forecaster to do that, but....still “Precise, art, and technique of calculation” will be embedded to the forecaster him/her selves as a natural way of working....... :-):-)


Publish Date: September 11, 2012 7:01 AM

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