Insights
How Do You Forecast Inbound Call Volume?
Call volume forecasting starts with one idea: the past predicts the future, once you adjust for what is changing. At AWAZ 247, we build inbound call answering coverage around forecasts by hour and day, then add a buffer for surprises. Here is the simple method.
Which data do you need?
Start with historical data from your phone system. The more granular it is, the more useful your forecast becomes.
- Call counts by hour and day of week, ideally for 12 months or more
- Average handle time, including after-call work
- Abandoned call and answer rates
- Dates of promotions, product launches, and outages
- Callback and voicemail volume during closed hours
Clean the data first. Remove one-off spikes, such as a system outage, so they do not distort your baseline.
How does call volume forecasting work step by step?
Begin with a baseline: the average volume for each hour of each weekday. Then layer on trends, such as steady growth or decline over the past few months.
Next, adjust for known events. A planned promotion, a billing cycle, or a new product release can all raise volume. Convert the final call count into workload by multiplying it by average handle time.
Finally, translate workload into staffing plans. Add a buffer, often 10 to 15 percent for unpredictable surges, and set your service-level goal before you schedule anyone.
How do holidays change the forecast?
Seasonality is the biggest swing factor for most U.S. businesses. Holiday peaks bring heavy volume before and after the date itself, while the holiday often brings a dip followed by a rebound.
Compare the same holiday from prior years rather than the previous week. Shipping cutoffs, returns windows, and year-end deadlines each create their own pattern, so tag them in your data.
Do not forget after-hours support. Evenings and weekends can spike around holidays, and unanswered calls often turn into lost customers or next-day backlogs.
How often should forecasts update?
Good workforce management treats a forecast as a living document. Review accuracy weekly by comparing forecast to actual volume by interval.
- Daily: check intraday variance and adjust breaks or coverage
- Weekly: refresh the next four weeks of staffing
- Monthly: recalibrate trends and seasonal factors
- Quarterly: revisit assumptions before peak seasons
If your forecast misses by a wide margin, look for a cause, such as a missed promotion or a product issue, before changing your whole model.
Ready to turn a solid forecast into real coverage? Contact AWAZ 247 to set up a voice and support pod that matches your call volume forecasting, from steady daily demand to holiday peaks, through our phone helpdesk service.
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