Off Center
 
If the key call center metrics were to form a rock band, Forecast Accuracy would most likely be the bass player – less flashy and famous than its fellow members like C-Sat, FCR and Service Level, but no less critical for an effective performance.

Forecast Accuracy is sometimes referred to as “forecasted contact load vs. actual contact load”, but only by managers who like to make things more painful than necessary. The metric shows the percent variance between the number of calls (or chats) predicted to arrive during a given period and the number of contacts that the call center actually receives during that time. Most managers consider a 5% variance to be acceptable, though they naturally shoot for better (a lower %) than that. Those that regularly achieve a 15% variance or worse are sent directly to workforce management prison.



Missed it by That Much

So how exactly does one go about tracking Forecast Accuracy?

I’m glad I asked.

Call centers can retrieve data on forecasted contact load from whatever system or tool they use for forecasting (e.g., the center’s WFM system or Excel spreadsheets), then compare that to the data on the actual contact load received, which comes from the center’s ACD, email/chat management system as well as other report sources. The best call centers report forecast accuracy at the half-hour or hour interval level, rather than across days, weeks or months, as interval-level tracking gives a much clearer view of how horribly you botched the forecast.  

Accurate forecasting is paramount in any call center that gives a darn about customers, agents and cost efficiency. Without a measure in place to gauge the effectiveness of the center’s forecast, under-staffing can often occur, causing queues to fill with furious callers, furious callers to verbally eviscerate innocent agents, and innocent agents to throw fists through expensive equipment. Of course, all of this adds expensive seconds and minutes to wait and handle times, causing irritated executives to cut budgets and rescind their promise to add a window in the call center. 

Inaccurate forecasting may result in costly over-staffing, as well. And while this may make customers happy, it will certainly ire senior management -- as well as give agents too much free time between calls to think and figure out that they could probably earn more money making balloon animals for children in the park.


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