中小型呼叫中心时间段呼入量预测

Prediction of Time Calls in Small Call Center

为提升呼叫中心生产力并使得运营成本得到最小化,须对人力资源进行合理配置,呼入量预测是人力资源配置的前提条件.对某呼叫中心实际采样数据进行异常处理后,利用最小二乘法的数学预测模型进行预测,并对预测结果进行相对误差分析,预测误差均在0.8％～9.6％之间,这种简单、实用、准确的方法非常适合中小型呼叫中心.

In order to improve the productivity and reducing operation cost, a call center must carry on the rational allocation of human resources. The forecasting of call amount is the precondition of human resource allocation. After handling the exception of sampling data in a call center, a forecast using the least square prediction model was executed. An analysis of the prediction re- sults using relative error is done and the prediction error shows between 0.8% and 9.6%. This simple, practical, and accurate model is very suitable for small and medium-sized call center.