Demand Estimation for a Call Center

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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:


Case Code : OPER035 For delivery in electronic format: Rs. 100;
For delivery through courier (within India): Rs. 100 +Shipping & Handling Charges extra


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


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.


The need for training customer service representatives (CSR)

The significance of production and operations standards


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

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