Hi

What do people consider acceptable deviation in a 3 month rolling forecast? The team recieves no more than 10,000 calls per month. I am pushing for <3% but the R&MI team insist <5% is reasonable.

Answers on a postcard please... thanks

I personally like to rework the numbers provided by our S&P team down to as low a % as possible by we get figures from them based on about +- 5%. I think this may be the norm.

I don't think you'll find a WFM Package that will guarantee
more than +/- 5%.

That said the one main advantage of WFM is not in the forecasting side (see my posts on Erlang and Excel). The main advantage is in the scheduling of staff and......


Dare I say it!

Multi skilling / Skills based call routing.

However IMHO do you want a programm telling you when each member of staff is working?

I've found a high degree of resistance to the idea of a computer application
telling staff when they are working. As it happens we don't work multi skilled
so it makes sense to just define the rota and let the TM's work out who's
working when.

With a good Erlang app you can get to within the 5% easily just make sure of the sample data you give weighting 1 to the last 2 weeks and weighting 2 to teh previous month at the same time.


HTH

DaveA

Thanks peeps - looks like I'll have to be satisifed with the 5% variance then.
Cheers.