Posted: Mon Dec 17, 2007 7:22 pm Post subject: Call volume forecasting
Hello , I have come across a few techniques for Helpdesk call volume forecast. It includes the methodology precribed in this article http://www.isssp.com/media/archives/kn/A-0807-276.pdf and Erlang C calculator. The viewers should be able to get some help using these tools. However, my dilemma is that the techniques mentioned in the attached PDF holds good for Helpdesks which are actually 36 months old or older than that . While the Erlang C calculator is reactive in nature . This means that I can go back to my business areas and justify why my agents lost calls but I can't actually forecast them . What is the prescribed or practised way of call forecasting for young helpdesks ?
I donít think thereís a magical answer, if you want to do forecasting, you need the most information you can get. Since you donít have loads of statistical information from the past, try to get the most from:
1) The business: any business has his critical peaks. Some businesses are cool in the last week of December because itís right after the Christmas presentsí rush, some others get the peak that same week because they deal with end of the year financial closings. So keep in touch with the business.
2) New customers bring new users of your service and so potentially need for additional service desk power. Knowing in advance when a new customer has signed a deal may help you, once again keep in touch with the business.
3) The application development: any live release brings some extra needs in terms of support (risk of regressions etcÖ) in the days that follow the release. It happens that minor releases could be more dangerous than major releases because there are less acceptance tests. So keep in touch with application development to know whatís going on even before formal communication.
This is my two cents, and if you find any magical answer about forecasting please let me know, Iím in a similar situation (very young service desk)!
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum