Abstract:
PruHealth was launched in 2004. It provides health care in the UK. PruHealth is struggling
to forecast what future caller volumes will be and the effect on the call centre. The project consists
of building forecasting tools for the call centre and simulating the call centre. The forecast models
have been broken down in 3 parts, namely: Short-Term -, Long-Term - and Event Forecasting. The
Short-Term Forecast Model will forecast caller volumes on a half-hourly, daily and weekly base. The
Long-Term Forecast Model will forecast caller volumes on a monthly base. The Events Forecast
Model will forecast caller volumes for a certain event. A Simulation model was build to emulate the
call centre. Agents can now adjust variables, including service levels and incoming calls, to simulate
the effects on the call centre. Simulation and forecasting tools have been effective in predicting the
effects on and efficiency of the Call Centre.
