Call/Contact Center Forecasting and MIS


FABA has extensive experience in call/contact center forecasting and Management Information Systems (MIS) including:

• Worked with American Express, TRS. in construction of daily call volume forecasting models and model generation process that was applied across numerous call types/skills for different business applications
• Worked with American Express Financial Advisors to develop statistical models for forecast daily call/contact volumes for phone and non-phone brokerage services

Advances in technology have increased the ability to capture information from customer interactions. The increase in accessibility of Customer Relationship Management (CRM) and other service center information can provide valuable insights into contact patterns that can be leveraged for forecasting, marketing and other applications. We can help you set up a data mart or utilize an existing one that will enable you to get the most benefit out of your information. FABA can help you leverage historical call/contact history to improve:


Call/contact volume and other pertinent performance metrics used in:

• Staff Hiring Plans (monthly)
• Budgeting and financial forecasting
• Scheduling (daily and intraday)
• Technology capacity needs
• Facility requirements
• Impacts of holidays and other factors
  

Response rate modeling and other marketing related forecasting for:

• Impact of marketing and new initiatives on service/contact centers
• Impact and/or success of advertising campaigns

Segmenting customers for:

• Differentiated service by profit potential or other criteria
• Higher potential for response to marketing campaigns

Provide analytical framework for forecasting in scenarios where there is limited historical information to leverage:

• Define analytical and forecasting process
• Outline pertinent assumptions and risks

Creation and/or utilization of Contact Centers MIS.
Help you in knowing what to look for in managing a call center
Create MIS that allows decision makers the ability to isolate the pertinent information that can be used to make effective decisions

FABA will take a decision science approach that utilizes all available information and provides an understandable framework that outlines the forecasting assumptions and risks, allowing the business leaders to make the most effective decisions based on their priorities.

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