Almost Half of Contact Centres Still Forecast Contact Volumes Manually

Graph showing responses to method of forecasting contact volumes

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According to the results from our poll, 49% of contact centres still use manual methods of forecasting contact volumes. In addition, there remains a large percentage, 31%, of contact centres that use home grown algorithms.

It also appears that the use of specialist models, such as ARIMA and Holt Winners, is low with just a combined 5% using either.

Poll – “What method of Forecasting Contact Volumes do you use?” – answers

Manual – 49%
Home grown algorithm – 31%
Matching trends by eye – 15%
ARIMA – 3%
Holt Winters – 2%

Source: Call Centre Helper Webinar Poll – Webinar: Excel Masterclass – Designing a Better Forecasting Spreadsheet Sample size – 251 Date: April 2016

We have a Monthly Forecasting Excel Spreadsheet Template you might want to try

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

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