Mechanize the collection of all historical data for trending call volume, AHT, Service Level and shrinkage factors. Trending needs to be provided down to the interval level.
Standardize the methods to be used for trending call volume, AHT, service level and Shrinkage
Customize the formulas by program as to historical data to be used for trending (4 weeks prior, 3 months prior, etc)
Analyze call center trends to generate staffing requirements for the Long Range, Hiring and Training and Short Range forecasts and consistent delivery of accurate staffing forecasts.