Aplicación del modelo Box-Jenkins en la estimación del flujo de llamadas en servicios de atención al cliente en el sector contact center

Abstract

This paper seeks to address the problem related to the modification of Call contact center in customer service in the sector. What you are looking for is evaluate the relevance of the implementation of a statistically robust methodology that allow to minimize errors when making limit and thus contribute elements of operational optimization that result in lower costs for companies. It is then proposed through this study to implement the Box-Jenkis methodology to a certain customer service in the city of Manizales to see what the benefits can offer this methodology when making calls. How The result of the exercise is to obtain a consistent model that meets the criteria typical of the Box-Jenkins methodology and manages to reduce the modification error for the service call forecast