Forecasted Contact Load to Actual Contact Load Metric

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

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Call Center KPI Example - Forecasted Contact Load to Actual Contact Load Metric

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

Related Metrics & KPIs

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