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Human Resources Outsourcing (HRO) refers to the practice of contracting external providers to manage specific human resource functions that would typically be handled in-house.

One of the most critical responsibilities of a Workforce Manager is forecasting, which is the process of predicting future contact volumes and staffing needs. Accurate forecasting ensures that there are enough agents to handle customer inquiries while avoiding overstaffing, which can lead to inefficiency and unnecessary costs.