As you look at the impact of events on your call forecast, consider not just the immediate result, but how various events play out over time. For each business factor, it’s important to judge what type of effect the event will have as well as its longevity.

1. A Step Response is one where there is little immediate response, but then a larger volume, which is sustained over time. A merger that adds many customers will cause an increased level of calling that may remain at higher levels.
2. A Pulse Response is one where the event generates a little “blip” for a very short period of time but volume settles down to normal quickly. A news event may cause a momentary surge in the calling volume but may go away quickly.
3. A Delayed Response is one that has little immediate response, but then a gradual upward trend. A change to account statements may generate calls slowly at first but build momentum as more statements are delivered.
4. A Decayed Response is opposite the delayed response. This is one that has an immediate impact, but gradually fades away. A sales and marketing campaign will generally get an immediate increase in calls followed by a gradual decline.

It is common to have times when the staffing is not sufficient to meet the desired service goal. Overtime is one of the ways this can be addressed but it has a budget impact.

Another way to ensure more man-hours available without the budget hit is to allow agents to bank time off in exchange for their overtime. For example, if an agent works 2 extra hours during a busy period, 2 hours of time off is placed into that agent’s bank for use later. This works well if the banked time can be used when the center is a bit overstaffed.

Generally, the payroll implications would require that the banked time be used during the same pay period as the overtime was worked. This can be attractive for agents who desire more time off without impacting their base income.

This tip provided by Maggie Klenke. She may be reached at maggie.klenke@mindspring.com.