How to Figure Out Seasonal Factors for Call Centers
Call centers handle both incoming and outgoing calls. Well-managed call centers handle large volumes of calls, tailoring staff numbers to fit with the centers quiet and busy times. Seasonal periods test the capacity of call centers and require careful planning to be managed efficiently.
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Instructions
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List the seasonal periods. Knowing the seasonal periods for your specific client base is important. For example, if you sell gifts and your client base is largely Christian, your call volumes will increase over the Christmas season. However, if you specialize in garden furniture, spring or summer is likely to be your busiest time.
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Conduct research online and in call center manuals for best practice methods for handling seasonal periods in call centers. Arrange visits to international standard call centers to ask how they handle their seasonal loads. Ask to shadow managers and call recipients to learn what systems they use and how their internal processes work. Visit call centers that sell a similar product or target a similar market to yours.
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Examine your call records. Seasonal periods remain largely consistent year to year. Look at previous years' records as an indication of how many callers to expect in which time periods. Factor in any additional marketing or fundraising campaigns your organization has undertaken in the year in question.
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Make forecasts using management tools to help you with call forecasting and staff planning. This involves you entering data from previous weeks, months and years calls, which is then processed to tell you how many staff to employ during which periods.
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Tips & Warnings
Monitor and evaluate call center performance during seasonal periods. Make a note of things to improve for the following season.
Use an overflow call center for seasonal periods
References
Resources
- Photo Credit call-center image by Yvonne Bogdanski from Fotolia.com
