call center forecasting

[Afarag]

Dears,

i ask if any availability to direct me how can i use Excel in call center forecasting and scheduling, and use it in break distribution by solver or another way, and if any available template that i can try to use and know the building concept


Gratefully,

 

[bobhc]

Good day Afarag

You could learn a lot from this link

http://chandoo.org/wp/2012/02/22/design-customer-service-dashboard/

Or you could use the search box, top right, which contrary to most peoples thoughts does work, and put in "call Centre"... no quotes.


.

 

[Faseeh]

Hi @Afarag,

It is more a task of statistician then an excel-person. If you really want to do that, meet some one good at stats (for forecasting) and one good at operations research (for allocation of time/break) , come up with the idea and we will implement it in excel. I have seen so many similar questions, but it is useless to go for analysis and adopting certain technique unless you know exactly what really it meant for (pros and cons) and how you are going to interpret the results..

Hope that make some sense.