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Forecasting workload for call centers
Forecasting results are vital in making management decisions in call centres. Forecasting methods rely on data acquired from various sources including historical data, trend data and so on. Wikipedia, August'07, Call Center article
Given the history of past inbound call volumes, Lokad can forecast future workload (indeed, call volumes are best modeled as
time-series).
Forecasting technology
The process of time series analysis including trend isolation, detrending analysis, and seasonal pattern identification is fairly complicated. Forecasting Fundamentals: The Art and Science of Predicting Call Center Workload. By Penny Reynolds. February 2005
Accurate forecasting is anything but a simple task. Through its unique
technology, Lokad delivers "one-click" solution to your forecasting problems. We handle all the burden of data modeling and forecasting accuracy monitoring. Lokad handles daily, hourly, half-hourly or quarter-hourly forecasts on demand. The inbound call volumes are used by Lokad to forecast upcoming calling volumes.
Are you providing an Erlang C algorithm? No, Lokad is providing call volumes forecasting based on historical data. Once you know future inbound call volumes, the Erlang C formula can help you to properly adjust your staffing capacity.
Optimize, save time and money
Optimize with Lokad: Achieve a complete QED (Quality and Efficiency Driven) call-center with the Lokad technology. Increase your service level and customer satisfaction through the right staff capacity at the right time.
Save time with Lokad: We generate a sound forecast for you, with our “one click” forecasting solution. A sound statistical forecast can often be used unchanged to increase the quality of your planning processes. In case you have external information not reflected in the forecast, even better, our solutions give you full flexibility to adjust the forecast in a simple Excel solution.
Save cost with Lokad: Attack one of your principle cost drivers: cost of personnel, office space and workforce administration.