Case Studies

Objective: Develop a model to help maintain proper staffing levels and manage costs at call centers during promotional timeframes.

Solution: Performance Direct developed a proprietary modeling tool for estimating call volume patterns on a daily basis for direct and multimedia programs. A time series model fueled by results of previous programs, it is based on the knowledge that a certain quantity of mail dropped on a certain day will generate a certain level of response over a known period of time, allowing clients to see the net effect of a total drop schedule.

The Client provides Performance Direct with a drop schedule, an anticipated response rate (or range of rates), and the class of mail. This information is integrated into the model, along with industry-specific data relating to mail distribution patterns over time and factors such as day-of-week and time-of-day statistical response information. In the end, the model generates a report estimating the number of incoming calls per day for a set timeframe. These call volume projections are illustrated specifically by number of anticipated calls per day and graphically in the form of a line graph to illustrate peak timeframes and call drop-offs.

Results: Client was able to more accurately staff call centers and control costs on a program by program basis. This tool was also used to optimize program drop schedules and had a significant impact on abandonment rate, helping to avoid missed sales opportunity.