Big Data Framework for Incoming Calls Forecasting in a Call Center

An accurate forecasting is essential for successfully managing the workforce in a call center. In order to meet call demand without under-staffing or over-staffing, a precisely forecasting method is needed. This paper proposes the Big Data framework for forecasting incoming calls to the mobile call center. The historical data is analyzed in the first step. In the second step, two time series forecasting models called Model Ex and Model Pr. are proposed. The forecasting in a web application is finally developed regarding the proposed forecast flow diagram by using Microsoft Visual Studio. The result demonstrates that Model Pr provides better forecasting accuracy than Model Ex.