Projection Memo
This memo serves to project the volume that will be encountered at a tele-medicine operation. Of course, projections do not always hold true but they are usually closed if prepared correctly. However, the projection process must be done carefully and in an adept manner so that the proper workforce is on hand or is at least at the ready if activity spikes and the current staff on hand cannot handle the volume. When it comes to any sort of medicine or healthcare operation, it is important to keep wait times to a minimum and the customers happy. As such, a strong customer service mindset and proper projection methods should be in place. While keeping things lean and mean can seem attractive from a money standpoint, doing so can create a firestorm when the volume and overall lack of timely service starts to emerge.
Analysis
When it comes to projecting volume for a call center or customer service center in general, it is all about what has happened recently and what happened at the same time last year. For example, if it is common for there to be a spike right before a holiday because people want to get their medicine...
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