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Forecasted calls/AHT vs. actual calls/AHT

Acronym: +,- FCST

Definition: Expressed as a percentage of the difference between the amount of calls forecasted and the amount actually received. +, -% above or below forecast.

Application: Accurately forecasting volume is critically important for call centers. It is a key element for determining the appropriate amount of resources required.



BROWSE SUBCATEGORIES:	Understanding forecasted calls vs. actual calls: Podcast (1), Measuring forecasted calls vs. actual calls: Expert advice (2), Test your knowledge of forecasted calls vs. actual calls: Quiz (1)


Understanding forecasted calls vs. actual calls: Podcast: 1 - 1 of 1

Measuring forecasted calls against handled calls in the call center
Hear advice from call center consultant Steve Suhn on how to measure forecasted calls against the number of handled calls for the call center in this podcast. Also, learn about forecasting average handle time (AHT).


Measuring forecasted calls vs. actual calls: Expert advice: 1 - 2 of 2

Call center forecasting: How can we predict call volume?
In this expert resonse, Lori Bocklund gives tips for predicting call volume in a new call center.

What factors impact call center average handle time?
Expert Lori Bocklund explains why call centers need to adjust handling times depending on the time of day, week or year.


Test your knowledge of forecasted calls vs. actual calls: Quiz: 1 - 1 of 1

Why is accurate forecasting important in the call center?
Test yourself on call center forecasting in this question from the Call Center Metrics School quiz.

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