Operational Forecasting

Poorly conceived forecasts can negatively affect staff morale, operational efficiency and the customer experience. Our forecasting models help resource planners plan for the optimum resource level taking into account how marketing campaigns or back office functions will impact on inbound volumes.

Our approach utilises both calls and unique caller volumes, the latter providing a more accurate method for scaling a call centre based on servicing customers first time as opposed to resourcing up for unnecessary repeat calls.

For operational call centres, spotting issues such as how out of hours callers react when the call centre reopens and the impact of avoidable repeat calls, can materially assist the planning process.