Quickest detection in practice in presence of seasonality: an illustration with call center data

In this chapter, we explain how quickest detection algorithms can be useful for risk management in presence of seasonality. We investigate the problem of detecting fast enough cases when a call center will need extra staff in a near future with a high probability. We illustrate our findings on real data provided by a French insurer. We also discuss the relevance of the CUSUM algorithm and of some machine-learning type competitor for this applied problem.