Predicting Call Volume in Call Center

A major task of the call center experts in a BPO is to predict the call volume according to the existing trends. There is a number of software that can help one calculate the statistics to make a judicious assumption. However, sometimes, the experts leave out certain aspects of the telemarketing cycle and that is where they make errors in predicting the right call volume. For example, when there are holidays or special cases when the consumers in general are expected to be busy in other matters, the call volume will dip. Similarly, when the products/services that the telemarketing services are selling have something to do with the event of the day, the call volume will shoot up. The BPO service experts have to modulate that.

It’s important to check the call volume at the inbound call center desk because the BPO managers will schedule shifts accordingly. Too many agents in the answering service team would mean that many of them will not have many calls to receive. So, they have to sit idle and that is taxing on the resources of the BPO service unit. In the same vein, too less number of agents would mean that there is too much of pressure on the phone answering agents. That would increase the hold time and the callers will not be able to have the kind of customer care experience that they are looking for. We are very particular about it.