Forecasting and modeling future call arrivals at Hydro-Quebec’s call centers

The call center managers at Hydro-Quebec (HQ) need to deliver both low operating costs and high

service quality. Their task is made especially difficult because they need to meet an incoming demand

which is typically both time-varying and uncertain. The current techniques of forecasting future call

volumes at HQ are often unreliable, and there is a need for new and more accurate methods.

In this project, we propose addressing the concerns of the call center managers at HQ by developing

new methods of forecasting future arrivals. Our methods will exploit dependence structures in the

arrival counts, such as those between successive days, between different periods of the same day,

and between alternative call types handled at the call center. We will test our models using real-life

call center data which was provided to us by HQ, and will implement the new, superior models in their pre-existing forecasting technology.

Faculty Supervisor:

Pierre L’Ecuyer

Student:

Partner:

Institut de Recherche Hydro-Québec

Discipline:

Mathematics

Sector:

Professional, scientific and technical services; Utilities

University:

Université de Montréal

Program:

Accelerate

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