Traffic Management System Design Based On Stepwise Regression Forecasting Model

As one service-sector industry, credit card industry holds an important position in the national economy. The bank of Haihe develops credit card business vigorously in recent years. The number of accounts and customers increases rapidly year after year. The call center is the primary channel of communication with the customers, which bears all credit card business consult and handling, e.g., account, points and marketing. Customer phone need to be waited for a long time to be picked up for the high traffic, therefore the number of complaints rises each year. With the expanding of customer-service staff, manual staff scheduling indicate the poor levels of governance, because administrators can’t know call center operations clearly without traffic information. It needs to be solved key problems that how to manage traffic information by staff scheduling, customer-service staff management, forecast the future traffic in the bank of Haihe credit card center.First of all, with the background of the bank of Haihe credit card center, administrators can’t manage call center operations and make recruitment plan without staff scheduling information. Therefore it is necessary to manage traffic information. On this basis, based on stepwise regression forecasting model traffic management system is discussed including staff scheduling management, traffic monitor and forecasting. It is analyzed that how to use history data to create stepwise regression forecasting model. Then, core sub-system is detailed designed which consist of report management and traffic forecasting. It is focused on that how to look for the main factors by Classification and Regression Tree and create nonlinear regression model by stepwise regression method. Finally, it is proved that based on stepwise regression forecasting model traffic management system can meet current requirement by comparing time series method.