Short Term Forecasting Checklist
Updated: Feb 15, 2019
Each week your WFM team should review your business to determine if adjustments need to be made to the staffing schedules resulting from shifting call patterns, lower AHT, higher call volume or any number of changing factors.
Some of the information that your WFM team needs to know can only come from you, the business. Because of that, I strongly encourage you or a designate to set time aside each week to go through the checklist below.
The list is designed to jog your mind so that you recall facts or events that might impact your service levels next week.
Like all good practices, it needs to become a habit for it to be valuable to your business.
Re-forecasting Checklist (copy and paste text):
1. Will there be any cross-training of your agents? If so, how many and what days? (Full shifts for X days, select hours over the next X days, in available time, other)
2. Will you have any new training programs that existing agents will have to participate in? If so, how many people and for how long? (Full shifts for day(s), select hours over day(s), in available time, other)
3. Do you know of any AHT drivers that will push that KPI up/down? By how much and starting when?
4 Do you know of any callback drivers that will drive this KPI up/down? By how much and starting when?
5. Will you require extra support (i.e. Senior agents, bilingual agents, etc) for any new Initiatives, programs, event or business support next week? If so how many, when will they be needed and from what part of the business will they come?
6. Do you expect Schedule Adherence will stay at the current levels into next week?
7. Do you expect Absenteeism will remain at the current level next week?
8. Will there be a need for overtime in the week. What days, what times and how many hours?
9. Do you expect any attrition in the training or production staff next week?
10. Is there a long-range weather warning that may impact the center next week?
11. Will any back office efforts (think delays in processing) affect the call center and drive more calls or emails?
12. Will the company/client make any website changes next week that will drive more contacts into your center?
13. Will the company make any IT or System changes next week that will drive more contacts into your business?
14. Will the company make any public announcements next week that will drive more contacts into your business?
15. Will any public or company holidays impact the forecast?
16. Could there be unplanned vacation time that was not accounted for in the plan?
17. Should agents coaching time be increased if Service Levels are above the plan?
*This list is not complete – it needs to be updated when the WFM or Business teams learn about something that did, in fact, impact the short-term forecast.
If you have something valuable to add to the checklist, leave me a comment and I will consider updating the post.