How to forecast your call center volumes/AHTs using Excel Spreadsheets – Workforward

Forecasting Solutions

Our Patent Pending products range from tools that help you know months in advanced, how many agents you need to hire, all the way down to how many agents you need on the phones for every half hour of the day for every day of the week.

Whether you are a large call center or small, maximize your forecasting potential to create accurate weekly and daily forecasts with our patent pending software products

6 products
A very accurate forecasting methodology that allows you to trend your year over year historical data, and determine which years in your history that you would like to use in your forecast. Graphical output for easy understanding and ability to catch trends.
The Forecaster
Improve your WFM volume forecasting by trending out your historical interval level volume patterns for each day of the week. Decide to use the corresponding day to create your forecast for the day, or combine different days of the week and take an average.
SS Intervals
A call center capacity plan that let's you see when you need to hire, plan overtime, account for shrinkage. Graphical output. Input forecasted call volumes and handle times (AHT's)
SS Capacity
A call center capacity plan that let's you see when you need to hire, plan overtime, account for shrinkage. Graphical output. Free product
SS Capacity, Lite
A forecasting methodology that allows you to input daily call volumes in your history that have a holiday in it, and compare the day of week pattern for those days and determine which weeks to use as a part of your day of week pattern for a holiday week, or other special event. Graphical output for easy understanding and decision making. Free
SS Holidays
A simple forecasting tool that uses trendline and day of week patterns to develop day of week patterns
SS Trendline