Working With Us | Atlantic WFM

Working with us - transforming Forecasting and Planning

We believe that effective forecasting and planning are key foundations for operational success. Our comprehensive methodologies are a product of years of expertise, a passion for innovation, and a dedication to unlocking your organisation’s true potential.

Driven by Operational Research excellence

Our approach is built on deep analytical foundations. With postgraduate study in Operational Research, we apply rigorous, data‑driven methods to every forecasting and planning challenge. This ensures that our recommendations are grounded in evidence and that the solutions we deliver stand up to scrutiny

Mastering the Science of Forecasting

We have seen every kind of forecasting problem... from inconsistent methods to models that simply don’t reflect operational reality. Our work focuses on transforming accuracy, transparency and reliability. The result is forecasting that leaders can trust, enabling confident decision‑making and more predictable operations

Embracing Collaboration and Consensus

We believe the best operational forecasts and plans combine analytical rigour with operational judgement. That’s why we work closely with operational leaders, valuing their insight and experience. By building consensus and engaging teams throughout the process, we create solutions that are understood, trusted and adopted

40 Best Practice Elements

We have developed a comprehensive framework of 40 best‑practice elements covering the entire Operations Planning lifecycle. This allows us to assess the maturity of your planning capability in a structured, objective way. The output is a clear, prioritised improvement plan with strong commercial impact

Building Capability That Lasts

Our role is not just to fix problems, it’s to strengthen your internal capability. We work alongside your team, sharing methods, tools and practical know‑how so that improvements continue long after the project ends. Our aim is to leave your operation more confident, more capable and more self‑sufficient

Harnessing the Power of Visualisation

We are passionate about using visualisation to bring data to life. Clear, insightful charts help teams understand patterns, challenge assumptions and have more productive conversations. Strong visualisation improves forecast accuracy and makes planning discussions faster, clearer and more aligned

Academic Rigour, Real‑World Expertise

Our analytical methods are shaped by academic rigour and refined through years of hands‑on operational experience. This combination ensures that our solutions are both technically robust and practically workable — delivering improvements that make a tangible difference to performance

Your Partner for Forecasting and Planning Excellence

If you want to strengthen your forecasting, planning or WFM capability, Atlantic Insight is the ideal partner. We help you understand what needs to change, why it matters and how to deliver it. Our methodology is proven, practical and focused on unlocking operational excellence

Client Success Stories - Forecasting & Planning

We have significant demonstrable success in improving forecasting accuracy and resource planning in a wide range of industries and applications, including multichannel contact centre, administration centres, field operations, technical back office and knowledge centres. Here are just a few of our successes:

Ensuring accurate planning for outsourcer across multiple accounts

An outsourcer was struggling with different planning methods and processes across many accounts. Once we understood the requirements, we designed and created a resource planning tool allowing the business to plan recruitment and account transfers in an accurate and timely manner, along with other advisor parameters, to efficiently meet the flexible demands of their clients. The model we designed optimised the advisors’ annualised hours flexibility to obtain a close resource match for each account every week.

Organisational design and recruitment support for Customer Services support team

A digital retailer had an urgent need for support when all its planning team left the business within a very short time period! We supported the business with the redesign of the resource planning team. Then we designed selection exercises and managed the interview process. The result was a well-balanced team ready to take on the forecasting & planning challenges. During the team-building process, we carried out many planning processes in the interim, including forecasting and planning the resource at overseas outsourcers.

Maximising interval match for an outsourcer with a multi-site Covid-19 contract

Our client was performing work across multiple sites as part of the government initiatives to deal with the Covid-19 epidemic. Our client needed urgent support to create a scheduling pattern that could be applied fairly across all advisors across all sites. We quickly understood all constraints and devised a schedule framework that was rolled out and delivered the closest interval match against the client requirement.

Successful implementation of a WFM

An outsourcer client was keen to implement the Teleopti WFM swiftly and accurately. We project managed the implementation of Teleopti WFM, ensuring that the system was setup optimally to the requirements of the client, and was producing reliable output. We designed and implemented processes to maximise useful application of outputs. Training took place for both system and processes for successful implementation.

Maximising revenue for a digital retailer through improving service levels during peak trading

In the previous Christmas period, a digital retailer with a global estate had abandoned 9% of inbound calls, harming customer experience and missing out on revenue. Our work on this project involved selecting and implementing more accurate forecasting models, together with defining best practice and methods to gather insight from across the business. A planning tool was created, guiding the right actions across a global estate, in the run-up to Christmas trading. During this peak period, despite tight timescales, the target answering rate was achieved, at over 97%, avoiding the customer dissatisfaction and revenue loss of the previous year.

Optimising forecasting and outsourcing processes for an energy utility

We partnered with a major UK utility business going through enormous change, with specific resource planning problems causing poor service levels to customers. We carried out a full review of forecasting, planning and real time tools and processes, highlighting over 80 opportunities to improve. We supported improvements to forecasting methods and also major change to the processes for planning outsourcer resource requirements. We also assisted the business with an organisational restructure of support services. The result was a substantial improvement to customer service levels and customer satisfaction.

Ensuring banking customer contacts are answered within target service level

We were engaged by a bank struggling to achieve target service levels and maintain customer satisfaction. We introduced new forecasting and resource planning tools & processes for the business’s inbound Customer Services centre and various back-office teams. We shared models with in-house staff to manage going forward. The result of models and robust processes was service levels hitting targets reliably, with happier customers.

Accurate forecasting for sales demand based on promotional activity

An appliance manufacturer selling directly to customers was finding it difficult to forecast product demand accurately. Our first step to help was to understand the historical statistical relationships between product demand and various types of promotional activity, including Direct Mail, press ads & TV. We used these relationships to boost the accuracy of product forecasts, improving both stock availability and the resulting revenue.

Atlantic WFM