Develop forecasts of call center usage (call volume)

timer Asked: Sep 28th, 2015

Question description

The past two years of monthly in-bound call center volumes for one firm are shown in the
table above. No major noteworthy competitive market developments have occurred over  
the last two years, other than general growth in category sales. A forecast of future call  
center activity would be an important input in planning for facility expansion, leasing of  
additional capacity, and/or outsourcing of some/all of the firm’s call center operation.  
Develop forecasts of call center usage (call volume) for each of the last two quarters of  
Year 2015. Only quarterly usage forecasts are required, not monthly forecasts but you   
can use either the quarterly or the monthly data to generate the forecasts.    

Paste what models you tried (i.e., regression, moving average, exp. Smoothing,  
Holt-Winters, etc.), the final model you decided on and your quarterly forecast values 
below. Note your observations about how accurate your model is and any drawbacks 
in the observations field.  Please attach the output for your final model in a     
separate worksheet labeled "Problem 1 Final Model".        
Models Tried:
Final Model Used:
2015 Q3 Forecast:
2015 Q4 Forecast:

Team Assignment 3 modified.xls 

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