Forecast accuracy for long-term planning

This measure calculates forecast accuracy computed by workforce management software for long-term planning (three to six months advanced planning). This Process Efficiency measure is intended to help companies minimize waste and refine resource consumption related to the process "Plan and manage customer service work force".

Benchmark Data


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Measure Category:
Process Efficiency
Measure ID:
Total Sample Size:
283 All Companies
25th Median 75th
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Key Performance Indicator:

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Compute this Measure

Units for this measure are percent.

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Long-term inbound sales/service contact forecast accuracy computed by workforce management software

Key Terms

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Process efficiency represents how well a process converts its inputs into outputs. A process that converts 100% of the inputs into outputs without waste is more efficient than one that converts a similar amount of inputs into fewer outputs.

Measure Scope

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Cross Industry (7.3.1)

  • - Forecast volume of customer service contacts (10390)
  • - Schedule customer service work force (10391)
  • - Track work force utilization (10392)
  • - Monitor and evaluate quality of customer interactions with customer service representatives (10393)