We develop stochastic models of time-dependent arrivals, with focus on the application to call centers. Our models reproduce three essential features of call center arrivals observed in recent empirical studies: a variance larger than the mean for the number of arrivals in any given time...

We consider different statistical models for the call arrival process in telephone call centers. We evaluate the forecasting accuracy of those models by describing results from an empirical study analyzing real-life call center data. We test forecasting accuracy using different lead times,...