Only 1% of Contact Centres Use Specialist Forecasting Software

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According to our poll, only one in every hundred contact centres utilise specialist forecasting software.

Instead, most other contact centres use either Excel (68%) or WFM software (49%), with some using a combination of the two.

Another option that a quarter of our survey participants use is to manually forecast, whilst 2% admitted that they are not sure how their contact centre does so.

Poll – “What method do you use to forecast” – answers

WFM software – 49%
Specialist Forecasting Software – 1%
Excel – 68%
Manual forecast – 25%
Not sure – 2%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper webinar: Forecasting Masterclass Sample size – 182 Date: May 2014

Author
Jo Robinson

Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

Only 1% of Contact Centres Use Specialist Forecasting Software

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