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This workflow template illustrates the forecasting and reporting of call volumes and subsequent scheduling of Call Center staff based on projected call volumes. Purchase and download this template in PDF, Visio and PowerPoint formats, and customize it to fit your organization, or use it to better understand the Call Center Forecasting, Scheduling & Reporting process.Download a Free Sample of this Workflow Template
What is Call Center Forecasting, Scheduling & Reporting?
The Call Center Forecasting, Scheduling & Reporting process records call volumes and gathers employee-related data (this concerns productivity, headcount, scheduling, etc.) so as to predict future workload and ensure that the right number of employees are in the right place to handle it (i.e., if a large number of calls is predicted to be received on the afternoon of a particular day, more employees will be scheduled to work that afternoon on that particular day). This process includes data collection and entry, call volume forecasting, service level adjustments and employee scheduling.
Which KPIs, or metrics, are typically used to measure this process?
The following metrics are typically involved in the Call Center Forecasting, Scheduling & Reporting process:
Which employees and/or departments are involved in this process?
The following parties are typically involved in the Call Center Forecasting, Scheduling & Reporting process:
What is the purpose of these workflow templates?
Broken business processes pervade companies, large and small. Manual workarounds, downtime, errors and other waste is thought of as "the cost of doing business." Use our workflow templates as a starting point to document your own processes. Customize them to fit your business and add "call outs" for improvement opportunities.
How are these workflow templates created?
These workflow templates are the product of over 20 years of hands-on management consulting experience, as well as research performed by the OpsDog team. All of our workflows are mapped using the BPMN 2.0 specification.
How do I download a workflow template?
Simply click the "add to cart" button and follow the process to purchase and download this workflow template. You can use any major credit card, or a PayPal account, to pay. After you have completed the purchase, you will receive a link to immediately download the document in PDF, Visio and PowerPoint formats. If you aren't a registered OpsDog user yet, create a free account! New users get $20 off of their first purchase.