Very few things in a contact center have importance that rival a correct headcount and proper staffing, based on the forecasts created. The tricky art is to have a correct headcount. Let’s take the month of June, for example. The headcount work would have needed to be done a few weeks earlier. HR would need time to hire and trainers would need time to train. In this process, there are losses in the form of possible hiring misses, people leaving midway, as well as perhaps agents not passing training tests.
Even after doing everything right and it all works out, the nature of long-term forecasts is such that, due to a large variance in planning volumes (Average Handling Time, or AHT) and other factors, you may still end up with the wrong head count.
To be able to budget, hire, train and plan capacity more accurately, a number of things must be done so as to be able to better forecast in the long run:
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