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Customer Age As A Predictor Of Contact Volume, Tollan Renner

Honors Theses and Capstones

A two stage modeling approach for modeling customer age as a predictor of contact volume was conducted using a real-world data set of approximately 2,000,000 contacts from a company call center. Two models were constructed in the first stage, one a straightforward regression and the other a series of regressions. One was selected as better performing and scaled up to predict calls received from calls answered. The second stage of the modeling included a day of the week covariate and performed the best of the models created. This model uses age bins as model effects, of which the youngest age …