Blog Post

The Holidays Are Over – Or are they?

Whew!  The holidays are over!  No more worrying about too few calls and too much staff (or too many calls or too few staff depending on your business).  Your staff is now back at your center, ready to get back to the work of answering calls and servicing your customers.   Right?

Well, maybe not.  When planning for the year or preparing monthly forecasts, be mindful of “non-traditional” holidays. They can impact volume, call distributions, and absenteeism.

Valentine’s Day, for example, can increase average daily call volume in some organizations, not to mention the number of romantics on your staff that try to arrange additional time off to celebrate the day.

And don’t forget other holidays such as Mother’s Day, Father’s Day, Super Bowl Sunday, St. Patrick’s Day, Halloween, and various minor bank holidays. You might want to put together a list of non-traditional events that impact your call volume and absenteeism among your staff. It can certainly make a difference in your forecast and your staffing.

 

About the author

Vicki Herrell serves as Executive Director of the Society of Workforce Planning Professionals (SWPP) and oversees the strategic direction and the day-to-day operations of the association. With over fifteen years of experience in the call center and workforce management industry, she served for many years in the area of client relations and events management for the former TCS Management Group. Vicki is a popular industry speaker, serving as an industry expert on best practices in workforce management. She is the editor of SWPP’s On Target newsletter and the Workforce Management Expert Solutions book.

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