hi all,

for the last 2 years ive been a real time analyst with only cisco webview as my only tool to view agents. now ive had my role combined with the resource and planning role due to a restructure therefore i now have to forecast calls for variance depts but due to the lack of a wfm like bluepumkin or total view im at a loss to where to start. Therefore im looking for some help on call forecasting, shift creation how many fte do i need etc. i will have to do all this in excel so if anyone has any excel sheets they could send me or tell me if theres anything on the net foc. im struggling!!!!!!!!!!!!!!!!!!1

richardcarless@hotmail.co.uk

cheers

richy

HI Richard,

Is this for inbound or outbound?

First you need historical data!!! (As much as you can find)(callsm, Marketting campaings, demographics etc...)

You need to think about what drives your volumes.
(ie do calls arrive based on set dates, based on marketting activity, specific times of the year ie summer, X-mas etc...)

Then you can start using these historical volumes and compare year on year accurately. Ie if your volumes are based on accounts expiring at the end of the month you can compare month by month. If they are based on weekly events then you need to match the right week of the year with the right week of the year.

Once you get this information lined up you can work out the average volume you have in a specific period. Look at odd years by working out a standard deviation and exclude these. Then apply whatever growth or shrinkage you expect.

This is a very quick explanation for a piece of work that will take a long time.

Its probably better to build your own sheets as they can be built taking your specific requirements into account.

cheers,

Michael

I'm in need of a manual to help me effectively schedule FTE's for all call volume. Currently we are using excel, which then we upload it unto eWFM.
Can someone assist me with the manual
Regards
Sudhar Sanan Palandy Samy
joshua_sudhar@yahoo.com
sudharsanan_p@scicom.com.my

what do you mean with a manual?

A good place to start may be a book called "Call Center Management on Fast Forward" written by Brad Cleveland from ICMI - it is still available on Amazon I think.