Call Center Scheduling Featured Article
Forecasting Simulation a Power Tool in Call Center Scheduling
Forecasting – it’s one of the most critical and challenging element in call center scheduling. With the use of workforce management tools, call center managers can gather the work history necessary to forecast call volume and agent requirements to match the time frames that must be scheduled in the future.
According to this Monet Software blog, call center scheduling tasks require the collection of specific data, including a forecast for call volume in the future, the average handling time, and agent requirements for specific times periods throughout the day according to pre-determined service level objectives.
To accomplish this, call center management can leverage forecasting simulation. With a simulator forecasting engine, managers can analyze all call types and routing policies for the development of call volume forecasts. In the process, call center scheduling becomes more accurate, enabling managers and supervisors to properly oversee all call types within the center, building scenarios appropriate for both budgeting and planning.
Simulators can also be used in call center scheduling activities such as budget creation. Managers leverage costing practices for all forecasted agent shifts and schedules. To truly benefit from the forecasting simulation beyond these activities, it’s important to understand what it offers and why it matters in call center scheduling.
The forecasting simulation tool allows for the quick creation of automatic forecasts for multi-skilled agents, multiple sites and even complex routing strategies. This tool also enables call center managers to accurately forecast staging levels to effectively manage all call types. Building scenarios for budgeting and planning purposes is also beneficial for all call center scheduling tasks.
With access to forecasting simulation, call center management can gain access to intra-day forecast updates, which allow for the automatic calculation of new forecasts based on historical data. This approach ensures managers can establish trends that can effectively aid in proactive decision making.
Call center scheduling is more effective when you can evaluate and plan for both current and future work requirements. The development of “what if” scenarios ensure you can explore how any changes in service level goals or call volume during a specific time frame can affect the call center.
The simulation of routing rules, schedules and agent skill assignments according to date range ensures call center management can see the impact these different elements on staffing and call center scheduling. When equipped with this information, call center management can better schedule according to the needs of their unique call center environment.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Chris DiMarco