Call Forecasting for Inbound Call Center

Abstract

In a scenario of inbound call center customer service, the ability to forecast calls is a key element and advantage. By forecasting the correct number of calls a company can predict staffin g needs, meet service level requirements, improve customer satisfaction, and benefit f rom many other optimizations. Thi s project will show how elementary statistics can be used to predict calls for a specific c ompany, forecast the rate at which calls are increasing/ decreasing, and determine if the calls may stop at some point.