Sciweavers

Share
WSC
2007

Using simulation to predict market behavior for outbound call centers

7 years 1 months ago
Using simulation to predict market behavior for outbound call centers
In the last few years, the call center industry has considerably grown especially the outbound call center area, such as telemarketing. The productivity of the call centers has significantly increased, but they still require improvements especially because of the need to adapt their operations in some countries, like the UK and the USA, in which the silent calls are strictly regulated. For this reason, electronic dialer systems, termed predictive dialers, have been developed. Several of them have achieved good performance only under some special conditions. This paper intends to show how simulation models can be used as a predictive tool to forecast the outbound call center behavior aiming to build up a predictive dialer.
Paulo J. de Freitas Filho, Geovani Ferreira da Cru
Added 02 Oct 2010
Updated 02 Oct 2010
Type Conference
Year 2007
Where WSC
Authors Paulo J. de Freitas Filho, Geovani Ferreira da Cruz, Rui Seara, Guilherme Steinmann
Comments (0)
books