Demand Estimation for a Call Center
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ICMR HOME | ICMR Case Collection
To download Demand Estimation for a Call Center case study
(Case Code: OPER035) click on the button below, and select the case from the list of available cases:
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Please note:
This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.
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Case Details:
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Price: |
| Case Code |
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OPER035 |
For delivery in electronic format: Rs. 100;
For delivery through courier (within India): Rs. 100 + Rs. 25 for Shipping & Handling Charges
Themes- |
| Case Length |
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03 Pages |
| Period |
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1999 - 2004 |
| Organization |
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Varied |
| Pub Date |
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2004 |
| Teaching Note |
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Available |
| Countries
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India |
| Industry |
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Service |
Abstract:
The case examines the wide variation in the demand for call centers. It
discusses the importance of demand forecasting for call centers. The case also
takes a look at difficulties involved in estimating the demand for call centers.
It also discusses the various strategies that can be adopted to overcome uneven
demand conditions.
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Issues:
» The need for training customer service representatives (CSR)
» The significance of production and operations standards
Keywords:
Wide, variation, demand, call centers, demand forecasting,
difficulties, customer service representatives, CSR, training
Demand Estimation for a Call Center
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