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Method for predicting and managing call load by determining the optimum frequency of outbound call generation during an out-bound calling campaign from a call center
Method for predicting and managing call load by determining the optimum frequency of outbound call generation during an out-bound calling campaign from a call center
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机译:通过确定来自呼叫中心的出站呼叫活动期间出站呼叫生成的最佳频率来预测和管理呼叫负载的方法
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摘要
A system for balancing outbound dialing rate with agent utilization in a telephony call center, minimizing wait time for answered outdialed calls has a call number generating module for generating numbers to be automatically dialed, a dialing unit for dialing numbers generated, a queue for queing answered calls, and a stat module for monitoring performance and generating a call generation rate. The system uses an analytical method in one embodiment for determining the call generation rate, wherein the method uses one or more of distribution function of system processes, numerical methods, solving of non-linear equations, or probability techniques. In another embodiment the system accomplishes the same purpose using a simulation method for determining the call generation rate, wherein parameters relating to a queing system are estimated in absence of sufficient information by simulating each of the system's processes, predicting behavior of the system on basis of previous experience, and finding optimal point in future to make a next call.
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