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Call Center Demand Forecasting Insights

The document discusses the importance of forecasting for call center companies in managing resources like human resources. Forecasting allows companies to determine demand and allocate resources efficiently. It specifically discusses how forecasting is important for TeleTech Customer Care Management Phils., Inc. in managing thousands of daily customer calls by forecasting call volumes on a daily and hourly basis.

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Macamay, Maejelyn
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4 views2 pages

Call Center Demand Forecasting Insights

The document discusses the importance of forecasting for call center companies in managing resources like human resources. Forecasting allows companies to determine demand and allocate resources efficiently. It specifically discusses how forecasting is important for TeleTech Customer Care Management Phils., Inc. in managing thousands of daily customer calls by forecasting call volumes on a daily and hourly basis.

Uploaded by

Macamay, Maejelyn
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd

MACAMAY, MAEJELYN C.

OFAD 131
BSOA 4-B MR. BACAY

TeleTech Customer Care Management Phils., Inc. According to Diebold


(2008), Forecasting is the use of historic data to determine the direction of future trends.
Forecasting is used by companies to determine how to allocate their resources for an
upcoming period of time. This is typically based on demand for the goods and services
it offers, compared to the cost of producing them. In simpler terms, forecasting is
concerned with determining what the future will look like, so as to aid managers in
coming up with the most cost-efficient and effective decision-making strategies to
manage the resources of the company in-line with achieving its objectives.

This is also true for call center companies and in managing their resources,
especially its human resource in handling thousands of customer calls on a daily basis.
The importance of being able to forecast the number of calls on a daily scale, and more
so, on an hourly basis, would be highly useful for call center companies to know for
managing their human resources well.

Such is the case for TeleTech Customer Care Management Phils., Inc. The
company is a call center that handles inbound calls from different parts of the world. It is
the Philippine subsidiary of TeleTech Holdings, Inc. a global business process
outsourcing company that provides strategy consulting, technologies, and services for
customer experience management. The Philippine subsidiary is engaged in customer
care, talent support, sales advisory services, and technical support among many others
for its industry partners in healthcare, retail sales, finance, and communications
(TeleTech, 2014).

The forecasting of future demand for services is very important in production


planning and control, as is forecasting demand for finished products; this is because
good forecasting is essential to an efficient manufacturing and service operations.
Demand forecasting is critical because it allows a company to set the right inventory
levels, price its products effectively, and determine how to expand or reduce its
operations in the future. Poor forecasting can result in a loss of sales, depleted
inventories, dissatisfied consumers, and millions of dollars in revenue.

REFERENCES:

[Link]
f2a5589b/1538333690411/v4n1_14.pdf

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