The operations manager of a call center, in an attempt to develop a good forecasting model, looked at the percent of calls made in each of the quarters with respect to the total number of calls per year.

The graph on the right shows the percent of calls made each quarter with respect to the total number of calls per year.

1. Using the percent share numbers above, compute the index (or relative) for Quarter 3 _______

2. What is the likely consequence if for the third quarter of 2021, the manager failed to consider the seasonal differences in generating the forecast for that quarter?

a) Nothing as seasonal differences do not matter for this service

b) Many calls to the call center will be put on hold longer, or many calls will not be answered since the manager will schedule fewer people than what will be required.

c) Underutilization of call center staff, higher staff cost, and potential problem with cash flow.

3. What is the likely consequence if for the first quarter of 2021, the manager failed to consider the seasonal differences in generating the forecast for the quarter?

a) Nothing as seasonal differences do not matter for this service

b) Many calls to the call center will be put on hold longer, or many calls will not be answered since the manager will schedule fewer people than what will be required.

c) Underutilization of call center staff, higher staff cost, and potential problem with cash flow.

4. Assume that the number of calls forecasted for the year 2022 as 70,000,000. What is the seasonally adjusted forecast for the second quarter of 2022? _________

Typical Volume of Calls to Call Center, Percent Distribution by Quarter