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Incoming call prediction system for a Call Center

Call prediction system for a Call Center, based on historical data, to which ARIMA models (autoregressive integrated moving average) have been applied. The time modeling and analysis of incoming calls, combined with the incorporation of external variables to said models, allow for future calls to be predicted precisely on a weekly, daily and even hourly basis. The resulting tool provides the client with the means to optimise their business planning, as the resulting information may be used to organize shifts in an efficient way.