Looking at data to better serve you
Call volume is at its highest in the summer months which means we need to ensure we have enough hands to answer your calls. But how do we determine staffing levels? We look back so we have a clear picture of what potentially lies ahead. Two areas we keep a close eye on are weather trends and historical data.
Weather
No, we’re not meteorologists. But we do have dedicated team members looking at all the data including weather trends across the US over a period of time. Was it unseasonably hot last year like it is now? Were there a record number of storms resulting in power outages last year? As summer heats up, so does the weather and that can mean some major upsets to business as usual. Whether it is hurricanes in the east, rain storms in the west or record breaking temperatures everywhere in between, we do our best to always stay ahead of whatever mother nature is dishing out. We look at the high and low temperatures, storm trends, unseasonably warm (or cool) temperature trends year over year (YoY). Why? This allows us to staff at appropriate levels based on the trends we’re seeing.
Are we seeing that it’s hotter this year than last? If so, we staff up to better handle a potential increase in call volume due to your customers’ systems being pushed to the max. We staff up for times when those storms could knock out power to your customers’ homes.
Are experts predicting more storms in your area than last year? We staff up for times when those storms could knock out power to your customers’ homes.
Historical Performance Data
Numbers are our life! Well maybe not our life, but they are an integral part of what helps CallPoint guide decisions on servicing your calls. How you ask? Looking at YoY data allows us to staff at the right levels so we make sure we can handle your call volume.
We use past patterns to create forecasts that help us predict not just how much call volume may be coming our way, but when we can specifically expect it to occur each day. This involves identifying and considering typical call volume patterns across different weeks (such as holiday weeks or regular weeks) and on individual weekdays.
Knowing your business initiatives is also key. Did you have more or less calls this time last year? If less, you may now be doing extra marketing or have a promotion running that has increased your call volume. If it was more, you may have taken a service away or had a drop in availability.
Understanding what is happening in the industry, and with your specific business, is a critical component of our data analysis. It helps us not only service you better, it also helps us service you as efficiently as possible.
But even with the best planning, everything doesn’t always go according to plan. Managing our staff in real-time, and being able to respond and adjust as needed is how we keep service levels up even when things are breaking down.
Workforce planning isn't an annual event for us. It happens every day to ensure we’re always ready for whatever lies ahead. Reviewing weather trends and historical performance data helps us plot the right course, but we never take our eyes off the road. We make sure we can change direction if we hit a roadblock and that’s what makes CallPoint a true partner to your business.