UQube Forecasting for Call Center Operations
Call volume forecasting is critical to call center performance and sales results. It drives the staffing levels and skill sets required at each of your centers. With a poorly crafted forecast in place, companies run the risk of overstaffing which results in wasted spend or even worse, high abandonment, which means lost sales opportunities and in turn revenue.
A solution that links marketing to responses to sales is critical to developing forecasts that are demand driven, not based strictly on historical call volume patterns. The ebb and flow of marketing campaigns and impressions clearly impacts the overall volume and types of responses driven to your centers. In turn, the marketing campaigns being run dictate the skillsets required to effectively convert prospects into customers and customers with problems to happy customers. Unfortunately, there are often disconnects between the marketing and telesales organization that hamper companies’ ability to effectively forecast. This is where UQube comes in.
Using UQube to systematically link key marketing inputs to response curves and forecast models, telesales can deliver forecasts with the click of a button. And because UQube is based on the latest call volume data received at your centers, users can quickly assess performance comparisons of forecast versus actual based on the most up to date data. This data enables continual improvement of forecasts in order to fine tune staffing levels and skillsets as required leading to better conversion rates and higher customer satisfaction.
To learn more about Upper Quadrant's Call Volume Forecasting capabilities, Contact Us.