Call Center KPI Examples | Forecasted to Actual Contact Load

Forecasted Contact Load to Actual Contact Load

Measure the actual amount of contacts versus the expected number of contacts.

Klipfolio - Business Dashboard Software Klipfolio - Business Dashboard Software Klipfolio - Business Dashboard Software
Klipfolio - Business Dashboard Software Klipfolio - Business Dashboard Software

Free 5 minute KPI lessons delivered to your inbox every day for 5 days

Everything you need to know about KPIs to start your data driven journey

Enter your email address to recieve your KPI 101 lessons

Formula

Forecasted number of contacts acquired within time period : Total number of contacts at the end of reporting period - Number of contacts at the beginning of reporting period

Services

CallRail Dashboard | CallRail logo Freshdesk Dashboard | Freshdesk logo LiveAgent Dashboard | LiveAgent Logo Zendesk Dashboard | Zendesk logo

Role

Employee/Staff

Overview

This particular metric compares the actual contact numbers against the previously forecasted contact numbers. The Forecasted Contact Load to Actual Contact Load metric gives your team insight into how accurate their forecasting was, and whether or not they are hitting their projected target.

Formula

Forecasted number of contacts acquired within time period : Total number of contacts at the end of reporting period - Number of contacts at the beginning of reporting period

Reporting frequency

Monthly

Example of KPI target

75 contacts gained

Audience

Manager, Call team

Variations

Forecasted vs vctual contact load

Forecasting accuracy of contact load