Call Center Forecast Accuracy (Calls Offered)

Benchmarking Report

Call Center Forecast Accuracy (Calls Offered)

This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring Call Center Forecast Accuracy (Calls Offered). Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.


What is Call Center Forecast Accuracy (Calls Offered)?

The difference between forecasted calls offered and the actual number of calls offered over the same period of time divided by the number of forecasted calls offered, as a percentage.

Why should Call Center Forecast Accuracy (Calls Offered) be measured?

This KPI measures the ability of call center workforce managers and directors to accurately forecast inbound call volumes for use in staffing models. A number above or below zero for this metric adversely impacts the call center in different ways. If the number of calls offered is well above the forecasted numbers, customer service levels will suffer (e.g., high Average Speed of Answer, Abandonment Rates; poor call quality due to overworked agents, etc.). If the number is well below forecasted levels, the call center will be overstaffed. Call volumes are typically forecasted at 30 minute intervals to appropriately staff the call center throughout the day.


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