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ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

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Your call center forecast is probably missing this critical factor - injixo Ltd - ContactCenterWorld.com Blog

Your call center forecast is probably missing this critical factor

What do you think about when you forecast? For most people, it’s the data, more specifically it’s taking historical data, applying algorithms, then publishing a forward-looking set of projections based on that. Many forecasters spend 90% or more of their time on the “historical” part of forecasting. However, what’s happened in the past is only part of the equation when looking forward. This is just the start.

Business intelligence is a critical component to getting the forecast right. What is Business Intelligence? It’s taking in the internal and external operating influences that can drive volume or productivity. This part of the process requires close relationships and regular touch points with several departments, including client management, operations, marketing, finance, sales and IT. Often, WFM (Workforce Management) has to take a very active role in engaging with these departments. You can’t wait for them to come to you because often they don’t know or understand the impact. WFM does.

Let’s look at a few of the areas to look at when forecasting. First are the things that will impact productivity:

Changes to Productivity

Generally, productivity is represented by “AHT” or Average Handle Time in a contact center. The longer a call takes, the fewer calls an agent can handle in a day. When Average handle time increases, productivity decreases and the headcount required goes up. This concept is pretty straightforward to workforce management (WFM) professionals. So, how can we get an even more accurate forecast for productivity?

First, talk to the operations leadership team. Is there anything inherently that will make handle time higher or lower than what it’s seen in the past? Some examples here may be, a policy change that requires the agent to read a longer script, or verify a customer’s information. Quite often these changes are made independently of WFM, because they’re seen as “small changes” to AHT and focused on legal or customer service requirements. It may be determined that the increase in AHT is offset by some other factor. Unless this is tested through WFM though, it can mess up the forecast.

Let’s look at the impact of a small change to AHT

In this example, a call center takes on average 95K calls per month with a 5-minute handle time and an 80/30 service-level goal. The difference between AHT being up or down 5% to the forecast can result in a 6 FTE swing in requirements. To put that into context, once you load shrinkage on, your 6 FTE becomes 10 heads. The impact to the financials is even greater because you’ll have additional salaries and benefits costs for that additional labor.

So what are some of the areas to look at for volume impacts?

The following drivers will change by industry and contact type, but they are common in many contact centers and can have a significant impact on the actual contact volume you receive.

The takeaway here is that WFM has to be actively engaged with the operations team to really understand how AHT will be different in the future than the past. It’s worthwhile creating a checklist, so you don’t have to remember every impact factor. Here are some examples to include in that checklist:

  • Changes to policies or procedures that impact the call length
  • Changes to contact routing (e.g. IVR or menu changes)
  • Any changes to the products or services being offered
  • Any marketing or billing materials sent to customers or prospective customers
  • Changes in the customer tenure (a higher % of newer customers can mean longer calls)
  • External factors in the economy or industry
  • Service disruptions that can generate long complaint calls
  • Expected long queue times (if you know you’re going to be understaffed, expect AHT to go up)

How should you divide your forecasting time up between data analysis and business intelligence? In my experience best-practice is to spend at least 1/3 of your time on the business intelligence side. That means if you took a 40-hour work week to build a forecast, you should spend about 13 of those hours on discussions with business partners to understand how changes in the business will impact the forecast, as well as, figuring out how best to capture those into your forecast.

This rule-of-thumb will vary. As you mature the relationships and regular touch points, you’ll be able to get the business intelligence factored in with less and less time investment. Additionally, for businesses where the data analysis is buttoned up, or that have a lot of automation in the regression analysis, you’ll have more time to reinvest into the quality of the business intelligence. The first step is to build in time for business intelligence and make sure you have a checklist of topics to surface, so that you don’t leave it to chance that you’ll get the information you need. You’ll not only get more accurate forecasts, but you’ll have stronger relationships with critical business partners.

Source: https://blog.injixo.com/us/workforce-management/your-call-center-forecast-is-probably-missing-this-critical-factor/

Publish Date: July 28, 2016 5:00 AM


2020 Buyers Guide Outsourced Contact Center Services

Page: 12
1.) 
2P Perfect Presentation

Customer Experience Services
Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:

• Establish, manage and operate call centers and supply the required systems and applications.
• Customer Feedback Technology
• Social Account Management System (customer interaction, reports, marketing and e-publishing services)
• Customer Relationship Management System (CRM)
• Artificial Intelligence Systems and Automation Services (AI & Automation)
• Business Intelligence Technologies and Performance...
(read more)
PH: +9661151099888

2.) 
31 West Global Services

We offer after-hours, business hours & 24/7 customer support & help desk services. Over the last 17 years, we have helped 130+ small & mid-sized business companies across US & Europe.
PH: 877-262-5030

3.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API...
(read more)
PH: +44 (0) 207 397 8725

4.) 
Advantage Communications

Our industry is changing fast, consumers want the best service and a seamless contact center customer experience. In response, we've re-invented our contact centers with next-generation technologies and new, improvements to customer service.

Conversational AI. IVR. 100% Natural Language. Operational Intelligence. Social Media Customer Support Services. ChatBots - all supported by our skilled contact center agents to make the customer experience better.

We're now ready to PowerUp your contact center customer service to new levels of excellence with our winning combination of people, passion, and technology.
Are You Ready?

5.) 
American Help Desk

Help Desk Services
24/7/365, 100% US-based help desk, with phone, chat, sms and email capabilities as well as ticket and alert management/remediation services.
PH: 800-997-0977

6.) 
Ameridial Inc.

Inbound customer service and sales support
With 25+ years of experience and stability, Ameridial offers clients an unparalleled record of providing reliable, cost-effective inbound and outbound live-voice solutions. We also offer click-to-call services, live chat, social media monitoring and IVR. Ameridial is headquartered in Canton, Ohio with nine call center locations in Ohio, Maine, and North Carolina. Specialists in: Healthcare, Communications, Direct Response TV and Radio, Non-profit. Results-based pricing.
PH: (866) 775-4755

7.) 
Ballena Media

Business Process Outsourcing
Ballena Media provides near-shore Business Process Outsourcing for Contact Center services to companies seeking to improve quality and efficiency while saving 30% to 40 % for similar services in the U.S. The company’s value proposition is based on its long term relationship with clients showing it can meet or exceed any metrics performed whether in-house or outsourced.
SERVICES
-Contact Center Services
-Customer Service Support
-Sales Support
-Web Data Collection
-Telephone Data Collection
-Data Services
-Infrastructure Design
-Workforce Support
-And More
RESPONSIVE
24/7 coverage, always finding the best solution for your business
PH: (760) 338-7057

8.) 
Bgcomm Contact Solutions

Outsourcing
Our Professional Services cuts across multiple verticals and horizontals. Our services cater to both the Private and Public sectors, providing the technology and resources in the transformation and improvements of our clients’ people, processes, and profits.
PH: +1 213-660-2066

9.) 
CallNovo Contact Center

Multilingual Customer Service
Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.

Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to pr...
(read more)

10.) 
CGS

CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.

With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and...
(read more)
PH: 1 (212) 408-3800

11.) 
CLCA Call Direct

Virtual Assistant Services
Ensuring you have an efficient back office team is vital to running a reliable and cost-effective business. Our virtual PA services allow you to have either a live call answering solution that will transfer a call or take messages in absences or a non-voiced option for back-end operations meaning your business is always available to customers.

Your dedicated virtual PA will be matched to your business and your requirements and will answer any calls or emails with your company name and a tailored script that you will approve before our team take live calls.

This means that non-essential business or personal tasks are taking off your plate which can only benefit your essential business p...
(read more)
PH: 0333 600 5005

12.) 
Conectys

Conectys delivers a wide range of contact center services and call center outsourcing solutions. We service clients in over 35 languages from our locations in Romania, Belgium, Philippines, United States, Poland, Turkey, Portugal, and Taiwan as well as through a robust Work from Home team.

We speak English, German, French, Spanish, Italian, Dutch, Portuguese, Polish, Czech, Romanian, Hungarian, Bulgarian, Russian, Greek, Turkish, Arabic, Swedish, Norwegian, Finnish, Danish, Mandarin Chinese, Japanese and more – all for seamless communication across cultures.
PH: 646-381-1599

13.) 
Connecta Center

- Prospecting, commercial appointments
- Collection
- Surveys
- Customer Care
- Technical Support
PH: 5222690888

14.) 
ContactWorks

We specialize in all aspects of customer contact services:
• Customer Service
• Technical Support
• Employee Help Desk
• Customer Acquisition / Retention
• Order Processing / Administration
• Quality Monitoring
• Consulting
PH: 512-220-2200

15.) 
CPM Group

Sales, Service and Support
Sales: Customer Acquisition, Lead Generation, Cross Sell, Retention, Intervention and Win-Back

Service: Care Lines, Customer Service, Product Recall and Data Breach Notification

Support: Analytics, Data Entry, Quality Assurance, Fulfilment, Receivables Management, Social Media Management and Mystery Shopping
PH: +61 3 9211 2300

16.) 
Eckoh

Contact Centre Services
Our agents can supplement your existing contact centre by providing help with taking Secure Payment, donation requests, overflow and out-of-hours calls, IVR support, Web Chat and Social Media responses. We ensure your customer card data is completely secure, thanks to our PCI DSS compliant environment.

Unified Agent Desktop solution brings together disparate solutions into one user-friendly interface. It improves efficiency and enhances both the agent and customer experience.
PH: 01442 458300

17.) 
EMS

EMS provides a complete offering of customer support services:
Inbound/Outbound Abilities
Email/Text Solutions
Interactive Voice Response (IVR)
FAQ/Knowledge Base Maintenance
Live Chat
Preemptive Chat
Web Call Back/Co-Browsing Services
Social Networking
Forum Monitoring
Foreign Languages

Methods of communication and support can vary widely for each unique program. Different goals need to be addressed with different customer support strategies. Many of our clients take advantage of multiple support strategies to provide superior service for their end-users.
PH: 800-233-8811

18.) 
Gatestone & Co.

Customer Contact Center and Business Process Outsourcing (BPO) Solutions.
Since 1978, Gatestone & Co. has been providing Customer Contact Center and Business Process Outsourcing (BPO) solutions to a variety of markets globally.

We offer fully-integrated multilingual Contact Center facilities operating 24/7 x 365, located in North America, Latin America and Asia. We have made tremendous investment in our technologies and process innovations to ensure all the right business outcomes while elevating customer satisfaction and brand loyalty.
PH: 1-800-900-4238

19.) 
ITM Marketing, Inc.

Customer Engagement BPO Solutions
Our agents average 4.5 years of employment with ITM. Our clients enjoy the same agent team year after year. Ask us how we do it!

Working in a variety of industries, ITM provides inbound and outbound customer care, lead generation, lead qualification, sales and ecommerce utilizing the complete omni-channel... voice, chat, email, sms, social, IVR, bots and more.

PH: 330-878-1700

20.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +639178201635
 
Page: 12



View more from injixo Ltd

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Your call center forecast is probably missing this critical factorJuly 28, 2016 5:00 AM
[Podcast] Top tips to maximise your call centre web chat strategy - Part 1/2July 20, 2016 5:00 AM
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