Estudio para la Proyección de Llamadas Recibidas en un Centro de Experiencia Telefónica de una Entidad Financiera

Abstract

Currently, many companies worldwide use various communication channels to respond to customer inquiries and reach out to potential clients to offer products. Among these channels is telephone contact, as it is widely used by the majority of the population, enabling companies to expand their reach and the benefits they can offer. To facilitate this contact, there are several call centers that act as a link between the company and the end customer. However, one of the major challenges in operating these centers is determining call flows during a specific period, as it is difficult to predict when they will significantly increase or decrease. Additionally, the exact number of agents working is not always known, making it challenging to assess response effectiveness. Consequently, customers may experience dissatisfaction due to extended wait times and a lack of availability to address their calls. On the other hand, the organization also has uncertainties about agent distribution, such as how many agents are needed each day to ensure the highest level of service, when during the day call volumes decrease to schedule agent breaks, and to determine the average duration of each call.