Systems and methods for forecasting inbound telecommunications associated with an electronic transactions subscription platform
Systems and methods forecast inbound telecommunications, and more particularly, analyze real-time and historical call center data, and apply a forecasting model to the data in order to predict inbound call volume. These systems and methods employ tools that manipulate call center data and generate visual representations of metrics pertaining to forecasting call center data via a dashboard.
1. A computer-implemented method for forecasting inbound telecommunications comprising:
estimating a number of expected retained users within an upcoming window of time;
estimating a number of acquired new users to be added during the upcoming window of time;
calculating an expected user count based on the estimated number of expected retained users and the estimated number of acquired new users;
estimating a future call rate during the upcoming window of time based on a past call rate; and
calculating a total number of expected calls during the upcoming window of time based on the calculated expected user count and the estimated future call rate.
2. The computer-implemented method of claim 1 , wherein
forecasting inbound telecommunications further comprises using machine learning for one or more of estimating a number of expected retained users, estimating a number of acquired new users, and calculating an expected user count.
3. The computer-implemented method of claim 1 , wherein forecasting inbound telecommunications further comprises receiving inbound communications at a call center from a public switched telephone network, the call center further operating a dashboard displaying one or more call center operations.
4. The computer-implemented method of claim 1 , wherein forecasting inbound telecommunications further comprises: predicting expected user count and current communication trends for the upcoming window of time.
5. The computer-implemented method of claim 1 wherein the expected user count is calculated via a decay function; and
wherein the decay function is linearly decayed and factors in a number of user cancellation over the upcoming window of time.
6. The computer-implemented method of claim 3 , wherein forecasting inbound telecommunications further comprises:
generating a forecasting report via the dashboard; and
wherein the forecast report visually depicts collected and forecasted data regarding call data and user data.
7. The computer-implemented method of claim 1 , wherein calculating expected user count further comprises: receiving flexible data inputs associated with at least: a plurality of call rates or a decay multiplier.
8. A system for forecasting inbound telecommunications comprising:
a storage device that stores instructions; and
at least one processor that executes the instructions in order for:
estimating a number of expected retained users within an upcoming window of time;
estimating a number of acquired new users added during the upcoming window of time;
calculating an expected user count based on the estimated number of expected retained users and acquired new users;
calculating a future call rate based on a past call rate; and
calculating a total number of expected calls based on the expected user count and the future call rate.
9. The system of claim 8 , wherein forecasting inbound telecommunications further comprises using machine learning for one or more of estimating a number of expected retained users, estimating a number of acquired new users, and calculating an expected user count.
10. The system of claim 8 , wherein forecasting inbound telecommunications further comprises receiving inbound communications at a call center from a public switched telephone network, the call center further operating a dashboard displaying one or more call center operations.
11. The system of claim 8 , wherein forecasting inbound telecommunications further comprises: predicting expected user count and current communication trends for the upcoming window of time.
12. The system of claim 10 , wherein the expected user count is calculated via a decay function; and
wherein the decay function is linearly decayed and factors in a number of user cancellation over the upcoming window of time.
13. The system of claim 10 , wherein forecasting inbound telecommunications further comprises:
generating a forecasting report via the dashboard, wherein the forecast report visually depicts collected and forecasted data regarding call data and user data.
14. The system of claim 8 , wherein calculating expected user count further comprises: receiving flexible data inputs associated with at least: a plurality of call rates or decay multiplier.
15. A non-transitory computer-readable medium storing instructions for forecasting inbound telecommunications, the instructions configured to cause at least one processor to perform operations comprising:
estimating a number of expected retained users within an upcoming window of time;
estimating a number of acquired new users added during the upcoming window of time;
calculating an expected user count based on the estimated number of expected retained users and acquired new users;
calculating a future call rate based on a past call rate; and
calculating a total number of expected calls based on the expected user count and the future call rate.
16. The non-transitory computer-readable medium of claim 15 , wherein forecasting inbound telecommunications further comprises using machine learning for one or more of estimating a number of expected retained users, estimating a number of acquired new users, and calculating an expected user count.
17. The non-transitory computer-readable medium of claim 15 , wherein forecasting inbound telecommunications further comprises receiving inbound communications at a call center from a public switched telephone network, the call center further operating a dashboard displaying one or more call center operations.
18. The non-transitory computer-readable medium of claim 15 , wherein forecasting inbound telecommunications further comprises: predicting expected user count and current communication trends for the upcoming window of time.
19. The non-transitory computer-readable medium of claim 15 , wherein the expected user count is calculated via a decay function; and
wherein the decay function is linearly decayed and factors in a number of user cancellation over the upcoming window of time.
20. The non-transitory computer-readable medium of claim 17 , wherein forecasting inbound telecommunications further comprises: generating a forecasting report via the dashboard; and
wherein the forecast report visually depicts collected and forecasted data regarding call data and user data.