Forecasting & Planning
Forecasting of upcoming customer traffic and planning of needed human resources for servicing is critical for optimization of costs and fulfillment of service process KPIs.
The module analyzes historical data and creates an accurate forecast for upcoming customer traffic. The automatically generated forecast can be manually corrected for future events that cannot be automatically foreseen.
Forecasting is divided by type of services required by the customers. Thus, the system generates an accurate plan for need of human resources to provide the planned amount of services (e.g. quantity of staff members necessary at each moment during the workday).
Forecasting is typically made monthly, in order to generate a work schedule for the upcoming month.
Based on the forecast need of staff members, with different professional specialties, the system also assigns specific staff members to work shifts.
The system configuration includes the possibility to assign staff members’ availability (type of work shifts, total work time, preferable workdays, …) on an individual level.
The end result of the forecasting and planning is an optimized work schedule for all staff members in a specific branch office.
The automatically generated work schedule can be manually corrected to allow for “force majeure” situations and other changes that cannot be automatically forecasted.
The confirmed work schedule can be exported in pdf or Excel format for distribution within the organization.