
	Home > Ask the CRM / Call Center Experts > Call center software and metrics Questions & Answers > Call center forecasting: How can we predict call volume?

Ask The CRM Expert: Questions & Answers

EMAIL THIS

Call center forecasting: How can we predict call volume?

EXPERT RESPONSE FROM: Lori Bocklund

		Pose a Question

		Other CRM Categories

		Meet all CRM Experts
		Become an Expert for this site

CRM and call center FAQs

Digg This! StumbleUpon Del.icio.us

QUESTION POSED ON: 13 March 2008
We just started a new call center, and the numbers we forecasted were much higher than the actual call volume. How can we readjust the numbers to be more accurate, and how often should we readjust them moving forward? I assume our call volume will increase.

Digg This!

StumbleUpon

Del.icio.us

RELATED CONTENT

	Call center software and metrics
	How to conduct successful IVR surveys
	Does hot seating in the call center affect agent morale?
	What custom WFM reports should we have developed for our new system?
	Call center benchmarks for a small call center
	Forecasting call volume for a customer service call center
	Nine necessary call center functions and technology for inbound call centers
	What is an acceptable amount of call center break time?
	Tips for calculating maximum occupancy in the call center
	Developing a call center metrics strategy to reward call center agent performance
	Using call center quality metrics to measure email, chat and phone interactions

Call center manager

Tracking the online customer experience after a website redesign

Managing customer conversations in the call center

Workforce management software product directory

Call center interaction dos and don'ts

FAQ: Making call center technology decisions

Five call center sales tips and techniques

Call center video: PlumChoice uses Aspect workforce management system

Call center workforce management software the choice for PlumChoice

Pros and cons of using a pay-per-call service in the call center

Is now the time for contact center spending?

Call center manager Research

Measuring forecasted calls vs. actual calls: Expert advice

What factors impact call center average handle time?

RELATED RESOURCES

2020software.com, trial software downloads for accounting software, ERP software, CRM software and business software systems

Search Bitpipe.com for the latest white papers and business webcasts

Whatis.com, the online computer dictionary

Now that you have some real data on call volumes, I suggest you redo your forecasts based on the actual calls. Forecasting should then be an ongoing activity. The more variable the call volumes are by day/week/month and the faster they are changing, the more frequently you will want to reforecast. You will begin to see trends in both the call volume patterns and the volume increases and that will help you to be more accurate with your forecasts over time. You will also want to look at events and make sure you factor in how those are impacting call volumes. For example, if there has been some marketing activity to trigger calls, it may cause a bump in calling, and you'll need to analyze whether that will be ongoing.

Search and Browse the Expert Answer Center
Search and browse more than 25,000 question and answer pairs from more than 250 TechTarget industry experts.

Browse our Expert Advice
Operating Systems IT Management Networking Database	Security Servers and Storage Applications and Development Career Center

Expert CRM Reviews
CRM Webcasts
Sales force CRM

Find the right CRM solution according to your unique needs.

SEARCH

TechTarget provides technology professionals with the information they need to perform their jobs - from developing strategy, to making cost-effective purchase decisions and managing their organizations' technology projects - with its network of technology-specific websites, events and online magazines.


TechTarget Corporate Web Site \| Media Kits \| Site Map All Rights Reserved, Copyright 2000 - 2009, TechTarget \| Read our Privacy Policy