IDEAS home Printed from https://ideas.repec.org/
MyIDEAS: Login to save this paper or follow this series

Forecast Evaluation in Call Centers: Combined Forecasts, Flexible Loss Functions and Economic Criteria

  • Andrea Bastianin

    (University of Milan-Bicocca)

  • Marzio Galeotti

    (University of Milan)

  • Matteo Manera

    (University of Milan-Bicocca)

Accurate forecasts of incoming calls are crucial to optimal staffing decisions in call centers. This paper evaluates a wide range of models and forecast combination techniques by means of statistical and economic criteria. Relative to the previous literature, this paper is novel in several respects. In particular, the statistical evaluation of competing models is carried out by using a flexible loss function as input to pairwise and joint forecast diagnostic checks. Informative rankings across alternative single models and different groups of models are obtained. Moreover, models are evaluated from the perspective of a manager, who needs reliable forecasts to dimension the call center. Money metrics of forecasting performance are computed, which are based on the economic value of information and the certainty equivalent.

If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.

File URL: http://services.bepress.com/unimi/economics/art41
Download Restriction: no

Paper provided by Universitá degli Studi di Milano in its series UNIMI - Research Papers in Economics, Business, and Statistics with number unimi-1109.

as
in new window

Length:
Date of creation: 21 Mar 2011
Date of revision:
Handle: RePEc:bep:unimip:unimi-1109
Note: oai:cdlib1:unimi-1109
Contact details of provider: Postal: Via Conservatorio 7 - 20122 Milano
Phone: +39 02 503 16486
Fax: +39 02 503 16475
Web page: http://services.bepress.com/unimi

More information through EDIRC

References listed on IDEAS
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:

as in new window
  1. Gardner, Everette Jr., 2006. "Exponential smoothing: The state of the art--Part II," International Journal of Forecasting, Elsevier, vol. 22(4), pages 637-666.
Full references (including those not matched with items on IDEAS)

This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

When requesting a correction, please mention this item's handle: RePEc:bep:unimip:unimi-1109. See general information about how to correct material in RePEc.

For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Christopher F. Baum)

If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

If references are entirely missing, you can add them using this form.

If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

Please note that corrections may take a couple of weeks to filter through the various RePEc services.

This information is provided to you by IDEAS at the Research Division of the Federal Reserve Bank of St. Louis using RePEc data.