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Call Center Forecasting

By Tadhg ·
I'm a new manager in an organization that is trying determine the
appropriate staffing levels for a Help Desk/Call Center support
team. We have some idea of how many customers we may get
throughout the year -- just wondering if anyone has some sort of
Excel sheet or other freeware that would assist in some staffing
predictions based off of predicted/potential future customers?

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Rand Analysis

by BFilmFan In reply to Call Center Forecasting

You will be looking to spend money for staffing studies. Rand Group develops a lot of those. The ITIL model can also assit you in developing thsoe staffing requirements.

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Need a forecasting Modal

by vernonlasrado In reply to Rand Analysis

Hi Can you help me in creating a Forecasting model for a callcenter

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Breakdown

by darrenhay01 In reply to Call Center Forecasting

Hi
You need to establish a pricted base size and contact rate. This will give you predicted call volumes which you can breakdown in to workload then apply any shrinkage factors, TCH and you can come out wiith a predicted FTE (staff) requirement.

If you need any furthe help let me know

Cheers

Daz

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call center forecasting

by ahed.luthon In reply to Breakdown

greeting of the day Daz,

kindly provide me with main steps to start the forecasting for a new bank call center.

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Call Center Forecasting

by waqas.mehmood In reply to Call Center Forecasting

Dear,
I am working in a call center of more than 300 seats answering 80000 calls per day. In my suggestion you should be using erlang C. I can help you if you want provided you get in touch with me on email or chat if you like to.
Regards,
Waqas.mehmood@gmail.com

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