Forecasting the Amount of Calls to the Call Center System

EasyChair Preprint no. 3032

Abstract

The objective of this research is to find a forecasting method that is suitable for the volume of incoming calls to the Call Center system hourly basis for each day. In order to plan the work system of the Call Center team to be suitable for the number of incoming calls By bringing the data of the sample agencies Which is an agency that has a Call Center system and work systems mainly focusing on telephone such as Alcohol Help Center 1413, Quitline 1600, Helpline 1323, in which the researchers selected the calling information. Come to the number of answering The number of calls to the call center staff will answer the call (abandoned call), the average talk time data of the call center staff to study to develop the format that will be used for forecasting incoming calls To apply to the planning and allocation of the number of employees responsible for the appropriate work according to the work schedule, a total of 1,948 days or 42 months from 1 May 2016 to 31 October 2019 for comparing the forecasting values get used Mean Absolute Percentage Error (MAPE) there are 6 predictive methods used for comparison is Simple Moving Average Method Time Series Decomposition Exponential Smoothing Method Double Exponential Smoothing Method Winter’s Exponential Smoothing Method and ARIMA Model (Box-Jenkins) the forecasting method that is appropriate for the amount of calls to the Call Center system on a hourly basis for each day is ARIMA Model (Box-Jenkins) With the lowest 24-hour average error (MAPE) of 31.81%

Keyphrases: call center, Forecasting, Incomeing Calls

@Booklet{EasyChair:3032,
  author = {Somchai Suttanapiwat and Mahasak Ketcham},
  title = {Forecasting the Amount of Calls to the Call Center System},
  howpublished = {EasyChair Preprint no. 3032},

  year = {EasyChair, 2020}}