Demand Estimation for a Call Center

            
 
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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:

Price:

Case Code : 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 : 03 Pages
Period : 1999 - 2004
Organization : Varied
Pub Date : 2004
Teaching Note : Available
Countries : India
Industry : 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.

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

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