Call Forecasting for an Inbound Call Center

by Peter Vinje

Submitted : Fall 2009

In a scenario of inbound call center customer service, one key element and advantage a company has is the ability to forecast calls.  By forecasting the correct number of calls several things can be enhanced.  You can predict the staffing needs, meet service level requirements, improve customer satisfaction, and many other items that benefit the company. This project will show how simple calculus can be used to predict calls for a specific company.  It will also forecast the rate at which calls are increasing/decreasing and if we can expect the calls to stop at some point.

[ Back ]