Browsing by Subject "Capacity management"
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Forecasting time-varying arrivals: Impact of direct response advertising on call center performance Authors:
Publisher and Date:(Elsevier Inc., 2021-07)This study investigates manpower planning and the performance of a national call center for scheduling car repairs and responding to road interventions. We model the impact of advertising on the required capacity and develop a forecasting model for incoming calls, where the impact of direct-response advertising is considered. With the estimation results, we forecast the number of incoming calls to the call center. Next, the forecasts are input into the capacity planning simulation module to directly ...