Forecasting Demand

Forecasting results are vital in making management decisions in call centres. Forecasting methods rely on data acquired from various sources including historical data, trend data and so on. Forecasting methods must predict the traffic intensity within the call centre in quarter hour increments and these results must be converted to staffing rosters. Special attention must be paid to the busy hour, i.e. those two half hour periods during a day when traffic intensity is at its highest. Forecasting methods can also be used to pre-empt a situation where equipment needs to be upgraded as traffic intensity has exceeded the maximum capacity of the call centre

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* Contributed by -
Ankur Pawa & Nishant Choudhary,
Indian Institute of Management,
Lucknow.