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Study on the Continuous Quality Improvement of Telecommunication Call Centers Based on Data Mining

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3 Author(s)
He Shu-guang ; School of Management, Tianjin University, Tianjin 300072, China. shuguanghe@126.com ; Li Li ; Qi Er-shi

Based on the study of the processes of telecommunication call centers, the service quality metrics of the call centers are put forward. And the mode of the continuous service quality improvement of the call centers based on data warehouse and data mining is studied. Then the process of the IVR (interactive voice response) is analyzed and a mode for the efficiency improvement of IVR is put forward based on the exchange of the orders of the service items in the IVR. Then a service quality metrics of the agents, the ratio of recall in one hour, is put forward. This metrics can be used in the performance analysis of the agents. Furthermore, the model of the performance analysis and control of the ASA (average speed of answer) based on data mining and SPC (statistical process control) is put forward. At last, a method for forecasting the call arriving in is put forward based the time series analysis using dynamic data mining. The result certified that the efficiency and service quality of the telecommunication call center can be improved obviously using the method in this paper.

Published in:

2007 International Conference on Service Systems and Service Management

Date of Conference:

9-11 June 2007