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.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• The importance of and difficulties in demand forecasting for call centers.

Keywords

Wide, variation, demand, call centers, demand forecasting, difficulties, customer service representatives, CSR, training