Monthly workload-based FTE forecasts for multi-channel environments, done accurately every time
Understand your forecast information by channel and create more accurate forecasts.
Understand cost breakdowns by specific states and better manager your center.
Full visibility to where you are and how you can meet service targets with less.
With Dover Forecasting you no longer need to use clunky, outdated Excel-based capacity models to do long-range FTE forecasting and planning. Dover's platform allows you to quickly and accurately scale FTE requirement plans for business environments simply by entering your forecast inputs. Then, add your actual data later to compare against your forecasts for even more insight to how you could tune your operating forecasts for increased accuracy.
Meet more SLA/service level targets
Run more accurate FTE analysis
Reduce overspending and overstaffing and keep stakeholders happy
Understand business drivers in terms of real FTEs and financial impacts
Dover Forecasting's scalable staff modelling modules let you decide how much or detail you need to generate your workload requirements. This includes modules for service channels and/or lines of business, contact volume and handle times, shrinkage and/or loading, operational drivers and inputs, and updates with your actual data that will drive Dover's forecast analytics insights.
Dover Forecasting works taking your unique contact center details - volume, handle time (AHT), shrinkage, etc - and, using industry standard FTE calculation algorithms, it calculates your specific agent staff requirements. Dover uses an enhanced workload-requirement calculation model for monthly FTE requirement analysis, replacing what is needed in Excel.
Yes! Our app allows you to create as many capacity plans as you need, adding multiple channels or lines of business per plan.
Yes - we allow full customization of your capacity plans within our framework. Adding new channels and LOBs is easy.
We take data privacy extremely seriously. All our data is stored on encrypted network servers using an AWS service shell.