5th International Mediterranean Science and Engineering Congress, Adana, Turkey, 21 - 23 October 2020, pp.1-5
A call
center is an office equipped to handle a large volume of telephone calls
for an organization, for which the ability to forecast calls is a key factor.
By forecasting the number of calls accurately, a company can plan staffing
needs, meet service level requirements, improve customer satisfaction and
benefit from many other optimizations. In this paper, we develop Multilayer
Perceptron (MLP) based models combined with time lags to forecast the number of
call arrivals in a call center. We forecast 12, 24, 36 and 48 values ahead and
the performance of the forecasting models has been evaluated using the Mean
Absolute Error (MAE). The results show that the MAE values change between 1.50
and 13.58.