When Historical Data Can’t Predict Call Traffic, We Need to Guess
By Peter Lyle DeHaan, PhD
Last week we celebrated Independence Day in the United States. With it happening on a Wednesday, it threw a lot of people off. I included. When July Fourth occurs on a weekend, there’s little impact on normal business activity. And when it falls on a Monday or Friday, it gives us a three-day weekend. Last year it was on Tuesday, which caused many companies to declare Monday as a day off, giving people a four-day weekend. I suppose the same could apply if it fell on a Thursday.
But what to do when it’s on a Wednesday? Some people viewed the whole week as a holiday week, while others viewed it as business as normal except for Wednesday when they took the day off. And I talked to many people who saw this as an opportunity for a five-day weekend.
These various interpretations trickled down to expectations placed on answering services and affected their call traffic. Many schedulers wondered what to do. Normally historical information can project future trends, but with the holiday falling on a Wednesday, there wasn’t a historical model to follow, since I believe the last time July 4 occurred on a Wednesday was in 2012. And even if you have historical data from 2012, how relevant is it six years later in 2018?
Though we like to use data to determine our scheduling needs, sometimes it’s not possible. The best we can do is guess. When this occurs we realize that scheduling staff for an answering service is sometimes more art than science.
This also reminds us to appreciate our staff, for when our traffic projections fail us, and we make our staff busier than we want, it falls on them to bail us out. And they almost always do.
If your staff worked harder than usual last week, remember to thank them, and recognize their efforts. And if your schedule was right on target and caused no surprises, thank them anyway. They deserve it.