Forecasting Daily Call Arrivals Within an Inbound Call Center
Prévision des arrivées quotidiennes d'appels dans un centre d'appels entrants
Abstract
When it comes to managing inbound call centers throughout the days of the week, we are met with a challenge concerning the incertitude revolved around the volume of incoming calls. By training either statistical or neural network forecasting models, we are able to anticipate the number of incoming calls within a certain degree of error. Of crucial importance is determining what type of model to train and how to configure this model’s hyperparameters in an optimized manner. By benchmarking different optimized forecasting models, we were able to generate daily call volume forecasts for an inbound call center.
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