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Analysis of call centre arrival data using singular value decomposition

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  • Haipeng Shen
  • Jianhua Z. Huang

Abstract

We consider the general problem of analysing and modelling call centre arrival data. A method is described for analysing such data using singular value decomposition (SVD). We illustrate that the outcome from the SVD can be used for data visualization, detection of anomalies (outliers), and extraction of significant features from noisy data. The SVD can also be employed as a data reduction tool. Its application usually results in a parsimonious representation of the original data without losing much information. We describe how one can use the reduced data for some further, more formal statistical analysis. For example, a short‐term forecasting model for call volumes is developed, which is multiplicative with a time series component that depends on day of the week. We report empirical results from applying the proposed method to some real data collected at a call centre of a large‐scale U.S. financial organization. Some issues about forecasting call volumes are also discussed. Copyright © 2005 John Wiley & Sons, Ltd.

Suggested Citation

  • Haipeng Shen & Jianhua Z. Huang, 2005. "Analysis of call centre arrival data using singular value decomposition," Applied Stochastic Models in Business and Industry, John Wiley & Sons, vol. 21(3), pages 251-263, May.
    • Handle: RePEc:wly:apsmbi:v:21:y:2005:i:3:p:251-263
    DOI: 10.1002/asmb.598
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    Cited by:

    1. Barrow, Devon & Kourentzes, Nikolaos, 2018. "The impact of special days in call arrivals forecasting: A neural network approach to modelling special days," European Journal of Operational Research, Elsevier, vol. 264(3), pages 967-977.
    2. Ibrahim, Rouba & Ye, Han & L’Ecuyer, Pierre & Shen, Haipeng, 2016. "Modeling and forecasting call center arrivals: A literature survey and a case study," International Journal of Forecasting, Elsevier, vol. 32(3), pages 865-874.
    3. Petropoulos, Fotios & Apiletti, Daniele & Assimakopoulos, Vassilios & Babai, Mohamed Zied & Barrow, Devon K. & Ben Taieb, Souhaib & Bergmeir, Christoph & Bessa, Ricardo J. & Bijak, Jakub & Boylan, Joh, 2022. "Forecasting: theory and practice," International Journal of Forecasting, Elsevier, vol. 38(3), pages 705-871.
      • Fotios Petropoulos & Daniele Apiletti & Vassilios Assimakopoulos & Mohamed Zied Babai & Devon K. Barrow & Souhaib Ben Taieb & Christoph Bergmeir & Ricardo J. Bessa & Jakub Bijak & John E. Boylan & Jet, 2020. "Forecasting: theory and practice," Papers 2012.03854, arXiv.org, revised Jan 2022.
    4. Barrow, Devon K., 2016. "Forecasting intraday call arrivals using the seasonal moving average method," Journal of Business Research, Elsevier, vol. 69(12), pages 6088-6096.
    5. Taylor, James W., 2010. "Exponentially weighted methods for forecasting intraday time series with multiple seasonal cycles," International Journal of Forecasting, Elsevier, vol. 26(4), pages 627-646, October.
    6. James W. Taylor, 2012. "Density Forecasting of Intraday Call Center Arrivals Using Models Based on Exponential Smoothing," Management Science, INFORMS, vol. 58(3), pages 534-549, March.
    7. Zhang, Lingsong & Lu, Shu & Marron, J.S., 2015. "Nested nonnegative cone analysis," Computational Statistics & Data Analysis, Elsevier, vol. 88(C), pages 100-110.
    8. D. Wooff & S. Stirling, 2015. "Practical statistical methods for call centres with a case study addressing urgent medical care delivery," Annals of Operations Research, Springer, vol. 233(1), pages 501-515, October.
    9. Meade, Nigel & Islam, Towhidul, 2015. "Forecasting in telecommunications and ICT—A review," International Journal of Forecasting, Elsevier, vol. 31(4), pages 1105-1126.
    10. Haipeng Shen & Jianhua Z. Huang, 2008. "Interday Forecasting and Intraday Updating of Call Center Arrivals," Manufacturing & Service Operations Management, INFORMS, vol. 10(3), pages 391-410, July.

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