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en_US Englishfr_FR French
+13236381128
+15199002991
+61480040096
en_US Englishfr_FR French

Contact Center Forecasting

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What is contact center forecasting?

Contact center forecasting is the process by which a call center can estimate the future volume of contact via multiple channels (phone, email, sms, app), and the number of agents that they would likely need to handle the aforementioned contact. 

Typically historical volume data is factored in while forecasting as it provides insights into season trends and growth or decline year over year. Forecasts need to factor in external eventualities as well, like business events, new product launches or software updates. 

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Why is contact center forecasting important?

Contact center forecasting is a dynamic, ongoing process which needs to be regularly updated to keep pace with trends and organizational changes. Managerial staff in charge of forecasting can do long term forecasts to calculate staffing requirements, but will need to do short term forecasting regularly to manage agent scheduling.

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Switch to Voxco Telephony System to improve your Call Center Productivity by 40% or more 

Survey organizations around the world have maximized their phone survey ROI with the advanced features, hosting options, seamless telephony integration, and flexible pricing of our CATI software.

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Voxco call monitoring software functionality

Advanced analytics

Track agent performance and understand trends in calling patterns with call monitoring software. Analyze each call for discrepancies and boost overall team productivity with powerful analytics tools included in Voxco’s omnichannel platform.

Agent performance monitoring

Get detailed statistics about your agents and highlight areas of improvement. Call monitoring helps improve agent productivity over time.

Real time coaching

Get detailed statistics about your agents and highlight areas of improvement. Call monitoring helps improve agent productivity over time.

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Factors to keep an eye out on while forecasting

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How Voxco can help with contact center forecasting?

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