A statistical analysis of customer satisfaction prediction and call volume forecasting

Large businesses can incur enormous costs in servicing customers through call centres. Depending on the size of a company, the volumes of calls can be in thousands of calls per hour. Intern Thomas Bennett will work with Adroit Vista and his academic supervisors to develop a statistical methodology to optimally extract information from call center operational data sources to understand the customer experience and forecast call volume. The results allow Adroit Vista to develop a feasible approach for real-time forecasting and updating in order to offer automated recommendations to their clients on how to improve customer satisfaction and determine the level of staffing in the most cost effective way.

Faculty Supervisor:

Ying Zhang

Student:

Thomas Bennett

Partner:

Adroit Vista Predictions Inc.

Discipline:

Mathematics

Sector:

Information and communications technologies

University:

Acadia University