Forecasting
Forecasting is a key business planning tool used in call centers to predict how many customer calls or contacts will come in during different times. It's like weather forecasting, but instead of predicting rain, it predicts customer demand. This helps managers schedule the right number of agents at the right times, control costs, and ensure customers don't wait too long. Forecasting combines looking at past patterns (like knowing Mondays are usually busier) with considering special events (like after marketing campaigns or during holidays) to make educated predictions about future contact volumes.
Examples in Resumes
Used Forecasting techniques to reduce staffing costs by 15% while maintaining service levels
Applied Call Volume Forecasting to optimize scheduling for a team of 200 agents
Created Workforce Forecasting models that improved customer wait times by 40%
Typical job title: "Workforce Planners"
Also try searching for:
Where to Find Workforce Planners
Professional Organizations
Online Communities
Job Resources
Example Interview Questions
Senior Level Questions
Q: How would you handle forecasting for a new product launch where no historical data exists?
Expected Answer: A strong answer should mention using data from similar products, creating multiple scenarios, working with marketing to understand campaign impacts, and having flexible staffing plans to adjust quickly based on actual results.
Q: How do you balance accuracy of forecasts with cost efficiency in staffing?
Expected Answer: Should discuss methods of finding the sweet spot between overstaffing (which wastes money) and understaffing (which hurts service quality), using tools like shrinkage calculations and flexible scheduling options.
Mid Level Questions
Q: What factors do you consider when creating a forecast?
Expected Answer: Should mention historical call patterns, seasonality, marketing campaigns, business changes, holidays, and other events that could impact volume.
Q: How do you measure forecast accuracy?
Expected Answer: Should explain common metrics like forecast variance, mean absolute percentage error (MAPE), and how they use these measures to improve future forecasts.
Junior Level Questions
Q: What is shrinkage and why is it important in forecasting?
Expected Answer: Should explain that shrinkage is time when agents are paid but not available for calls (breaks, training, meetings, etc.) and how it affects staffing calculations.
Q: Explain the difference between forecasting and scheduling.
Expected Answer: Should explain that forecasting predicts how many contacts will arrive, while scheduling determines how many people are needed to handle those contacts efficiently.
Experience Level Indicators
Junior (0-2 years)
- Basic data analysis and Excel skills
- Understanding of call center metrics
- Basic forecasting calculations
- Knowledge of scheduling basics
Mid (2-5 years)
- Advanced Excel and forecasting tools
- Pattern analysis and trend identification
- Shrinkage calculation and management
- Schedule optimization techniques
Senior (5+ years)
- Strategic workforce planning
- Multiple site forecasting
- Budget management
- Project management and team leadership
Red Flags to Watch For
- No understanding of basic call center metrics like service level or average handle time
- Cannot explain different forecasting methods
- No experience with workforce management software
- Poor analytical or math skills
