How to Forecast Call Volume In a Small Call Center Like A Pro….Without Spending a Dime On Software

Man with afro hairstyle working at his desk

I’m working with a small call center in a large city-county library system. One of my main focuses for this library system is to improve the overall efficiency of the call center and to drastically improve the customer experience that is delivered through the call center. One of my recommendations for improvement in this contact center is for my client to begin using a tool to help the library forecast call volume and to use this projection data to better schedule for coverage.

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Call Center Scheduling

Q. I am in search of the most efficient staffing levels for every 30-minute block of time throughout the workday in my call center I’d like the flexibility to enter in the start and end times of our work day, the service level we want to maintain, and the call volumes with average talk and wrap-up times for each time period throughout the day.   

Can you recommend some call center scheduling software packages?

The answer to: Looking for call center scheduling software.

Here is a list of reputable vendors for call center scheduling software. Good luck!

Call Center, Bug Tracking and Project Management Tools for Linux

A survey and list of bug tracking, project management, trouble-ticketing, help-desk management, call management, scheduling and software metrics tools for
ww.linas.org/linux/pm.html

Routing & Scheduling
Advanced Routing & Scheduling
Reduces cost & increases efficiency
http://www.Intergis.com

Scheduling Software
Staff can access the same schedules
at the same time. Free Trial.
http://www.groupready.com

Call Center Scheduling

TotalView Workforce Management  automates agent scheduling
http://www.iex.com