Definition: Offer Rate or Offer to Forecast Ratio is a metric that compares the number of contacts offered to call center agents with the forecasted contact volume for a specific period. This evaluates the accuracy of call volume forecasting and assesses the call center’s ability to effectively handle the predicted workload.
Calculation: (Number of Contacts Offered/ Forecasted Volume) * 100
Benchmark: A ratio close to 100% indicates that the forecasted call volume aligns well with the actual number of calls offered to agents, suggesting accurate forecasting and efficient call center operations.
Importance: A high ratio is essential for ensuring that the planned capacity is effectively utilized to prevent overstaffing and excess costs for the operations.
Strategies for Optimizing Offer to Forecast Ratio:
- Improve Forecasting Methods: Enhance call volume forecasting techniques by analyzing historical data, considering seasonal patterns, and incorporating factors that impact call volume, such as marketing campaigns or product launches.
- Continuous Monitoring and Adjustments: Regularly monitor actual call volumes and compare them to the forecast. Identify any discrepancies and adjust forecasting methods or staffing levels accordingly.
- Collaborative Forecasting: Involve call center supervisors, agents, and other stakeholders in the forecasting process. Gather their insights and feedback to improve the accuracy of forecasts and ensure a more comprehensive understanding of potential call volume fluctuations.
Alternate Terms: Offer to forecast, Call presentation rate