Telephone Surveys in Call Center
نویسندگان
چکیده
منابع مشابه
Forecasting Arrivals to a Telephone Call Center
Accurate forecasting of call arrivals is critical for staffing and scheduling of a telephone call center. We develop methods for day-to-day and dynamic within-day forecasting of incoming call volumes. Our approach is to treat the intra-day call volume profiles as a highdimensional vector time series. We propose to first reduce the dimensionality by singular value decomposition of the matrix of ...
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W develop stochastic models of time-dependent arrivals, with focus on the application to call centers. Our models reproduce three essential features of call center arrivals observed in recent empirical studies: a variance larger than the mean for the number of arrivals in any given time interval, a time-varying arrival intensity over the course of a day, and nonzero correlation between the arri...
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In this paper, stochastic data models for the arrival process of a call center are investigated. Comprehensive analysis of real-life call center data revealed several problems with modeling arrival processes. The high uncertainty in the arrival counts during different time intervals and the strong correlation between arrivals counts in consecutive time periods show that using popular models are...
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GERAD and Département d’Informatique et de Recherche Opérationnelle Université de Montréal, C.P. 6128, Succ. Centre-Ville Montréal, H3C 3J7, CANADA *Department of Industrial Engineering, Faculty of Engineering Kasetsart University, Bangkok, THAILAND †School of Business, University of Alberta, Edmonton, Alberta, T6G 2R6, CANADA [email protected] • [email protected] • fengj...
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BACKGROUND Epidemiological and other studies that require participants to respond by completing a questionnaire face the growing threat of non-response. Response rates to household telephone surveys are diminishing because of changes in telecommunications, marketing and culture. Accordingly, updated information is required about the rate of telephone listing in directories and optimal strategie...
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ژورنال
عنوان ژورنال: Kodo Keiryogaku (The Japanese Journal of Behaviormetrics)
سال: 2008
ISSN: 0385-5481,1880-4705
DOI: 10.2333/jbhmk.35.149