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Call Centre Forecasts: Don’t Waste Your Time

5 November, 2012 by James Lawther 15 Comments

call centre forecast

Every call centre has them; bad days. Call volumes are higher than expected and staff don’t show up.  The result is a mile long queue of frustrated customers; a group of deeply fed up agents and a set of supervisors running around futilely trying to “manage” the situation. A bad day. The post-mortem If the […]

Filed Under: Blog, Operations Analysis, Tools & Techniques Tagged With: abandon rate, call centre, forecast accuracy, supply and demand, volatility

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