Every contact center is different, but no matter what type of calls your center handles, the issue of accurately predicting call volume is a vital one. If you don’t know when your contact center will be flooded with calls, you might not have enough staff on hand to deal with it. And if, on the other hand, call volume is unusually low, you’ll be wasting your resources having too many agents scheduled to work.

So how can you predict call volume reliably? We’ve assembled some tips and tricks to help you do just that.

1. Keep an eye on the weather. In certain contact centers, the weather can have a huge impact on call volume. Insurance companies are one obvious example, where a strong storm can lead to a sudden surge in calls by people filing claims. But weather can impact other contact centers, as well. A chocolate delivery company’s call center might be overwhelmed with calls during a heat wave, because chocolates are arriving at their destinations melted. A heater repair company’s call center might receive a sudden boost in calls during the coldest part of the winter, because people are pushing their heating systems to their limits. If your business can in any way be influenced by the weather, then it’s a good idea to stay informed about what’s on the horizon, and plan accordingly.

2. Communication is key. It’s vital for contact center managers to have close communication with the marketing department of their company. If the marketing department can give plenty of warning before a planned marketing activity takes place, the contact center can be prepared to handle the sudden jump in call volume. And if they can give you details like when exactly the TV commercials are due to air, or when exactly the online campaign is due to go live, you can plan your staffing levels to the minute.

3. Create a back-up plan in case of unexpected incidents. There are some things you just can’t plan for – but you can at least make some sort of back-up plan in case of an unexpected surge in calls. For example, breaking news about an unexpected business scandal in your industry may trigger an influx of calls looking for reassurance. Having an emergency protocol in place can help deal with these surprises.

4. Keep track of the mail. Whether it’s bill delivery time, or the day the catalogs are due to start arriving, call volume is sure to increase as people have questions about their bills, or want to place orders. Knowing in advance when those higher call volume days will be taking place can help you plan your workforce’s schedules.

5. Look at the clock. Research has shown that calls come into most call centers in a predictable pattern, according to what time it is. On average, about 40 percent of a contact center’s hourly calls come in within the first 15 minutes of the hour. Another 30 percent come in during the next half hour, and the final 30 percent are made in the last 15 minutes. Knowing this can be a big help in scheduling.

For even more help in scheduling your contact center workforce, give KOVA a call. Our Impact360 Workforce Management software provides accurate forecasting so that you can create optimal schedules for your team. To find out how we can customize a solution for you, contact us today.