Call Center Ops Improvements

Sponsor: Office of Finance 

University: UCLA Stast Masters

Status: Completed

Start and end dates: 


How do we improve call center operations in time for peak performance? This project produce a predictive model to let us know the ideal number of staffing for minimal wait times in the call center for the Office of Finance.


The result was a model that supported a budget request for additional staffing to bring the wait times down from 2 days to 20 minutes.