At its core, the goal of forecasting for a contact center network is to ensure the right resources to get the job done in the most efficient (profitable) way. Forecast accurately and plan correctly and you’ll achieve efficiency, profitability, consistent service levels and happy agents. Forecast poorly and you’ll end up with a big expensive mess of a contact center operation.
We define performance forecasting as:
- Determining the expected contact volume, shrinkage, handle time, attrition rates, and other important performance drivers
- Determining the companies response to these forecasts
- Determining the operations and financial results expected
CenterBridge uses eleven different mathematical methods, alone or in combination, to predict weekly, monthly, annually, and multi-year scenarios for any planning input metric.
Forecasting contact volumes, handle times, shrinkage is an important step in planning. But it’s in step two, determining the impact of those forecasts on the overall business, that planners really earn their keep. Because it’s in this step that you should be able to answer accurately questions like:
- When and where should we hire?
- Should we use overtime or hire or both? How about outsourcing?
- Should we offer a cross-sale?
- Should we open or close centers?
- What service goal should we offer? Should this change seasonally?
CenterBridge’s Performance Forecast focuses on the questions and analysis that matters most. CenterBridge helps you answer the big-picture questions because these are the questions that have the biggest impact on your company.
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