Modeling and Analysis of Call Center Arrival Data: A Bayesian Approach | Zendy

Refik Soyer | Zendy; Murat Tarimcilar | Zendy

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Modeling and Analysis of Call Center Arrival Data: A Bayesian Approach

Author(s) -

Refik Soyer,

Murat Tarimcilar

Publication year - 2007

Publication title -

management science

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 4.954

H-Index - 255

eISSN - 1526-5501

pISSN - 0025-1909

DOI - 10.1287/mnsc.1070.0776

Subject(s) - computer science , bayesian probability , poisson distribution , covariate , arrival time , data mining , center (category theory) , econometrics , statistics , machine learning , artificial intelligence , mathematics , engineering , chemistry , transport engineering , crystallography

In this paper, we present a modulated Poisson process model to describe and analyze arrival data to a call center. The attractive feature of this model is that it takes into account both covariate and time effects on the call volume intensity, and in so doing, enables us to assess the effectiveness of different advertising strategies along with predicting the arrival patterns. A Bayesian analysis of the model is developed and an extension of the model is presented to describe potential heterogeneity in arrival patterns. The proposed model and the methodology are implemented using real call center arrival data.call center, advertising strategy, modulated Poisson process, Bayesian analysis, heterogeneity

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