workforce management

Dos and Don’ts of Contact Center Forecasting

 

Forecasting may just be the cornerstone of contact center success. The accuracy of forecasting can affect service level, average speed of answer (ASA) time and occupancy. Though contact center forecasting varies by industry, there are some core principles that just about every organization should follow.

3 Dos of Contact Center Forecasting

Do start with a historical baseline.

Your historical data is what you’ll use to predict the future. You’ll get an idea of what your forecast is going to look like. Then, you can start adding in changes as needed, like as you track productivity changes. By starting with a solid basis, you’ll have a better view of how every change impacts the forecast.

Do use forecasting technology.

The old school way of handling contact center forecasting just won’t work anymore – spreadsheets, no matter how detailed, aren’t smart enough to record and manipulate data. The more inputs you have that affect the forecast, the more you’ll need to rely on modern, smart technology that will communicate results in a way that you can act on.

Do understand that accuracy will change with time.

The farther out you forecast, the less accurate your forecast is going to be. A forecast for the next 30 days is going to be more accurate than a forecast for the next 90 days. Accepting that this is a reality and being transparent about it when discussing forecasting with management will give you credibility.

2 Don’ts of Contact Center Forecasting

Don’t create a target based on a blanket statistic.

If an executive says something along the lines of, “At my last contact center, we had 95% accuracy – let’s aim for that,” it’s important to know why that won’t translate to your contact center. A sweeping statistic like that doesn’t account for details like the specific metric measured or the frequency at which it was measured.

Don’t get hung up on averages.

Averages can be misleading because they can make things seem more placid than they are. Forecasting requires information that will help management make real decisions, not information that’s been watered down so that it’s easier to understand.

Contact center forecasting combines science with creativity. Processing data is the easy part. Figuring out how to add subjective changes requires more creative thinking. Knowing what to expect and what to avoid from the get-go is the best place to start.

Dos and Don’ts of Contact Center Forecasting

Forecasting may just be the cornerstone of contact center success. The accuracy of forecasting can affect service level, average speed of answer (ASA) time and occupancy. Though contact center forecasting varies by industry, there are some core principles that just about every organization should follow.

3 Dos of Contact Center Forecasting

Do start with a historical baseline.

Your historical data is what you’ll use to predict the future. You’ll get an idea of what your forecast is going to look like. Then, you can start adding in changes as needed, like as you track productivity changes. By starting with a solid basis, you’ll have a better view of how every change impacts the forecast.

Do use forecasting technology.

The old school way of handling contact center forecasting just won’t work anymore – spreadsheets, no matter how detailed, aren’t smart enough to record and manipulate data. The more inputs you have that affect the forecast, the more you’ll need to rely on modern, smart technology that will communicate results in a way that you can act on.

Do understand that accuracy will change with time.

The farther out you forecast, the less accurate your forecast is going to be. A forecast for the next 30 days is going to be more accurate than a forecast for the next 90 days. Accepting that this is a reality and being transparent about it when discussing forecasting with management will give you credibility.

2 Don’ts of Contact Center Forecasting

Don’t create a target based on a blanket statistic.

If an executive says something along the lines of, “At my last contact center, we had 95% accuracy – let’s aim for that,” it’s important to know why that won’t translate to your contact center. A sweeping statistic like that doesn’t account for details like the specific metric measured or the frequency at which it was measured.

Don’t get hung up on averages.

Averages can be misleading because they can make things seem more placid than they are. Forecasting requires information that will help management make real decisions, not information that’s been watered down so that it’s easier to understand.

Contact center forecasting combines science with creativity. Processing data is the easy part. Figuring out how to add subjective changes requires more creative thinking. Knowing what to expect and what to avoid from the get-go is the best place to start.

 

10 Ways to Optimize Contact Center Scheduling


Contact center scheduling is one of a manager’s more difficult tasks. Forecasting and scheduling requires everything from data analysis to keeping track of employee preferences and availability. Agent turnover, new communication channels and fluctuations with call volume make the process even more complex. Here are 10 bite-sized tips for optimizing contact center scheduling.

  1. When hiring new agents, have an idea of your schedule blind spots and then only consider applicants who have matching availability.
  2. Your top agents should be available during normal working hours (9 a.m. to 5 p.m.) in the time zone of your primary customer base.
  3. Let some of your agents choose their own schedule. For example, you can give them the option to work longer hours on fewer days or to change their start and end times based on contact center need.
  4. If you’re finding it difficult to get enough agents in the contact center during peak times, consider using incentives, like flex scheduling, a competition and reward system.
  5. On top of call metrics, you should also analyze non-call activities, including after-call work, training and coaching time, and break length, to get a well-rounded idea of forecasting and scheduling.
  6. Use your contact center software’s dashboard to monitor real-time reporting. You’ll be able to change schedules on-the-fly. For example, you can make adjustments to break times, meetings and training classes to adapt to current needs.
  7. Don’t schedule agents based on availability alone – also account for skill level, specialization and types of communication that need to be handled.
  8. Allow your agents to swap schedules, so long as the agent they’re switching shifts with has the same skill set. Giving employees schedule flexibility can improve focus and company loyalty.
  9. Keep a reserve of agents on-call so that you can have extra help at the ready in case contact volume quickly increases. Make it possible for these agents to work from home instead of requiring them to come in.
  10. The right schedule will only work well if it’s adhered to. Monitor for adherence and handle issues that you notice before revamping the schedule.

By not paying close attention to contact center scheduling or relying on outdated techniques and processes, you run the risk of negatively impacting your team while raising costs. Though a definite challenge, managers should approach forecasting and scheduling in an organized, vigilant way.

4 Pillars of Contact Center Workforce Management

Workforce management (WFM) in the contact center has the goal of achieving and then maintaining efficient operations. Ultimately, WFM means having the right agents working when they’re needed most. Moreover, it’s about properly managing service level and having efficient speed of answer times while using the minimum necessary labor hours and without sacrificing customer service. With quality WFM, you can reduce costs as well as agent turnover and improve the customer experience at the same time. Here are the four pillars of WFM that your contact center needs in order to thrive.

1. Forecasting

Forecasting is when management looks at past data in order to predict future workload. The more data there is to analyze, the more reliable the forecasting will be. In an omnichannel contact center, analysis and patterns have to be collected from all channels, including phone, chat, email and social media. Emerging trends – which aren’t going to be part of past data – also have to be considered. Forecasting software can create a simulated schedule so managers can see how effective it will be before officially implementing it.

2. Scheduling

Once forecasting is complete, the schedule can be made. Forecasting will tell managers what type of workforce they need and when, but scheduling is what combines forecasting with agent availability, preferences and specializations. Average handle time has to be considered as well, including both the time of the communication itself as well as after-call tasks.

3. Flexibility

Though you’ll create a specific schedule, it’s always advisable to be flexible. Allow your agents to trade shifts, take flexible time off and work from home on certain days. Of course, you also have to account for breaks, lunches and local labor laws. In the end, the final schedule should be a mixture of forecasting, your preferred schedule and agent preferences.

4. Performance Management

In order to make sure your contact center is always covered, monitor agents for schedule adherence. Not only will this tell you if your agents are sticking to the schedule that you both decided on, but it will also show you opportunities for non-contact work, like coaching, training sessions and meetings. Also, if the schedule is being adhered to, you may realize that demand is high and overtime is needed.

 

Though advanced software and automation can help streamline WFM, it’s still an incredibly intricate part of running a contact center.